Customer Success Manager (CSM) - Arrow

Arrow by Altman Solon

Network Intelligence Platform

Customer Success Manager (CSM)

Company Description

Altman Solon is a strategy consulting group that focuses exclusively on the telecommunications, media and technology (TMT) related sectors. As the largest global TMT strategy firm, we assist clients in fast, high-impact, confident decision making. We enable clients to seize new opportunities, improve performance, and increase shareholder value within complex and converging industries. 

Arrow by Altman Solon

Arrow is Altman Solon’s Network Intelligence platform—purpose-built for telecom operators navigating the largest broadband infrastructure investment cycle in U.S. history. Originally developed to solve network design problems across consulting engagements, Arrow has evolved into a unique offering that combines engineering-grade route optimization with business-side intelligence on competition, revenue forecasting, and investment prioritization.

Arrow is now used by leading network operators in the U.S. and Europe across a growing set of use cases—from greenfield fiber planning and BEAD grant strategy, to M&A network diligence, sales territory enablement, and post-build network optimization.

As the $42.45B BEAD program moves from planning into deployment—with 44 states having signed award agreements and construction ramping across the country—Arrow sits at the center of how operators plan, prioritize, and execute their builds. This is an inflection point for the platform and the team.

The Role

The Customer Success Manager is the connective tissue between Arrow’s capabilities and the business outcomes our clients are trying to achieve. This is not a traditional SaaS CSM role—it’s a hybrid of solutions consulting, data analysis, and technical partnership. You’ll work directly with network planning teams, finance groups, and executive stakeholders at major operators, translating their strategic priorities into actionable platform configurations, custom analyses, and new feature requirements.

The telecom industry is undergoing a fundamental shift toward AI-native operations and data-driven decision-making. Operators are moving from reactive to proactive planning, embedding intelligence across every stage of network design, build, and operation. Arrow’s CSMs are at the leading edge of this transformation—helping clients realize value from a platform that sits at the intersection of geospatial analytics, mathematical optimization, and network economics.

Duties and Responsibilities

Client Partnership & Value Delivery

• Own the end-to-end client relationship from onboarding through ongoing engagement, ensuring teams are trained, productive, and realizing measurable ROI from the platform
• Translate client business problems—BEAD grant strategy, fiber overbuild prioritization, M&A target network valuation, competitive response planning—into structured analytical workflows within Arrow
• Build and deliver custom SQL-based reports, geospatial analyses, and data visualizations that directly support client decision-making
• Serve as the “voice of the customer” internally, channeling client needs into product planning, feature prioritization, and roadmap conversations

Technical Enablement & Solutions Design

• Configure and validate platform deployments, including data ingestion pipelines, geospatial layer setup, optimization parameter tuning, and competitive overlay integration
• Develop and maintain client-specific data models using PostgreSQL/PostGIS, leveraging the platform’s decision-state ontology to map network assets, customer segments, and competitive dynamics
• Evaluate, reproduce, and isolate software issues, working with engineering to triage bugs and prioritize resolutions across the stack
• Support rapid prototyping and testing of new features, including AI-assisted planning workflows and agentic analysis capabilities as they enter the platform

Strategic Contribution

• Participate in cross-functional brainstorms and product planning sessions with engineering, data science, and consulting teams
• Contribute to internal thought leadership—white papers, case studies, and workshop materials—that positions Arrow as the category-defining Network Intelligence platform
• Identify patterns across client engagements that signal new product opportunities, market segments, or partnership strategies
• Support business development activities by participating in prospect demos, proof-of-concept engagements, and RFP responses

Qualifications

Successful CSMs at Arrow are creative, technically fluent, and ge