Experienced Full Stack Customer Success Manager – Mid-Market Account Growth and Optimization

At arenaflex, we're on a mission to revolutionize the way businesses approach customer success. As a key member of our Customer Success team, you'll play a vital role in driving growth and optimization for our mid-market customers. If you're a strategic, relationship-minded, and experienced Senior Customer Success Manager looking for a new challenge, we want to hear from you.

About the Customer Success Team at arenaflex

Our Customer Success team is passionate about helping our customers transform and optimize their customer experiences. We're obsessed with understanding our customers' businesses to build lasting partnerships that continue to add value over time. As a Customer Success Manager, you'll be responsible for making mid-market customers (businesses over 250 employees and less than 1,000 employees) in your portfolio successful.

Who You Are

As a Customer Success Manager at arenaflex, you'll be a customer-focused leader with a passion for helping our customers achieve their goals. You'll be responsible for developing and driving Customer Success Programs for your portfolio of customers, leaving no retention rock unturned. You'll be a strategic thinker with no problem taking on the nitty-gritty work, and you'll be able to innovate in rapid cycles and test solutions to learn what works.

Key Responsibilities

As a Customer Success Manager at arenaflex, your top priority will be developing and driving Customer Success Programs for your portfolio of customers. Your responsibilities will include:

• Providing overall value and relationship management to portfolio of customers
• Managing customer expectations and demonstrating expertise and leadership
• Understanding the broader business perspective and making decisions accordingly
• Providing insight – surfacing and sharing new/insightful analyses and recommendations across the CS team and product team
• Providing strategic guidance to help your customers grow, so you align arenaflex with company's business priorities
• Building distinctive insight and compelling ROI across all client types
• Conducting customer health-checks and reviewing customer health scores with an emphasis on customers' success with arenaflex
• Monitoring and identifying adoption, maturity, and growth trends customers to inform customer and business strategy
• Managing renewals and finding new expansion opportunities within the account
• Managing escalations and service reviews
• Creating customer success plans – understanding client objectives and developing plans to manage
• Collaborating with CSM peers, cross-functional teams, and senior leaders to ensure customers are successful
• Making recommendations and influencing important operating issues/decisions for the broader team
• Finding ways to streamline work, innovate key processes, and leverage technology
• Meeting and exceeding churn and revenue goals – You will be measured by renewal and retention rates, new sale leads, referenceable customers & NPS

What We Require

To be successful in this role, you'll need:

• 3+ years managing complex enterprise & mid-market accounts, preferably in a Security, SaaS or MSP based organization. Ability to identify and solve complex problems
• Experience managing about 50 mid-market accounts
• Experience negotiating renewals and working through the commercials
• Represent the voice of customers – identify and convey customer feedback and use cases to product team
• Confidence in setting and delivering upon ambitious metrics
• Understanding of SaaS business models and their overall relationship to Customer Success
• Experience at a security or technology company or relevant consultancy
• Quick to learn new trends, programs, and software.
• Ability to learn and persuasively articulate arenaflex's value proposition to client senior executive teams
• Patience and positivity. Ability to be focused during a growing and changing scale-up environment
• Willingness to travel up to 20% (post covid)

What We Offer

At arenaflex, we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. arenaflex's idea-rich environment welcomes creative and sometimes unconventional perspectives! We continually create a rewarding place to work. We want you to thrive in it and contribute to it. We provide:

• Wonderful colleagues you'll be proud to work with and learn from
• Subsidies for professional accreditation
• Annual taxable spending account specifically for your wellness, including health clubs, sports team registration fees, or fitness items (to name a few)
• One of the fastest growing companies in Canada with growing operations internationally
• Attractive compensation plans to ensure we hire, keep, and reward team members

At arenaflex, you'll have the opportunity to grow and make an impact from your work. We encourage innovation in all who become part of our team. With growing operations internationally, there is lots of lateral and upward advancement opportunities for rewarding and developing careers with arenaflex. We're strong believers in continuing education and provide the resources that you need to continue learning.

Our Culture and Values

At arenaflex, we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. arenaflex's idea-rich environment welcomes creative and sometimes unconventional perspectives! We celebrate diversity, operating with mutual respect and consideration, in an environment that fosters inclusivity for all. We believe that a variety of perspectives, backgrounds, and experiences make us stronger – if you're enthusiastic about this opportunity but don't meet every qualification, we encourage you to apply anyway. It takes a diverse set of thoughts, cultures, backgrounds, and perspectives to be a true market leader.

Total Rewards

We believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes comprehensive health benefits and a flexible vacation plan.

Accommodation

If you have any accessibility requirements during the recruitment process, please reach out to our HR team at [email protected] and any accommodation needs will be addressed upon request. Your talents and unique perspectives are valued, and we look forward to the opportunity to work together to build a more inclusive future. It's our mission at arenaflex to protect our customers 24/7/365 and we extend this conviction to job seekers. During the application and interview process, arenaflex will communicate with you from one of our corporate "@arenaflex.com" email addresses, never from a public email address. We strive to provide a welcoming, respectful, and thorough interview process, providing the candidate with ample opportunity to spend time with the hiring manager, recruiter, and future colleagues face to face, or using a video conference technology. If you're ready to join a dynamic and innovative team that's passionate about customer success, apply now to become our next Customer Success Manager! Apply for this job