Head of Customer Success – Driving Revenue Growth and Customer Delight at arenaflex

At arenaflex, we're on a mission to revolutionize the way organizations connect with their audiences through digital signage. Since 1992, we've been empowering businesses worldwide with our easy-to-use software, 100s of professionally designed templates, and exceptional customer service. Our commitment to customer success has earned us a reputation as a trusted partner in over 100 countries. We're now seeking an exceptional leader to join our team as the Head of Customer Success. As a key member of our executive team, you'll play a critical role in driving revenue growth, customer satisfaction, and loyalty. If you're a seasoned customer success professional with a passion for delivering exceptional results, we want to hear from you.

About the Role

As the Head of Customer Success, you'll be responsible for leading our customer success team in executing our revenue strategy to achieve our gross revenue retention goals. You'll work closely with our sales team to identify expansion opportunities, provide customer insights to our marketing team, and develop automation to help your team scale and manage large books of business.

Key Responsibilities

* Own and execute customer success processes for scaled SMB and higher-touch mid-market/enterprise accounts, covering health scoring, onboarding, adoption, renewals, cancellation deflection, and training to ensure our customers get results.

• Support our sales team by identifying expansion opportunities and providing customer insights to drive campaigns.
• Create automation to help your team scale and manage large books of business and touch all of our SMB accounts.
• Become a product expert on arenaflex, understand our message, and how to position and sell our solutions.
• Talk to customers every week to maintain a deep understanding of our key customer segments, the problems they face, and the value they get from arenaflex.
• Ensure all related activity is diligently logged in our CRM, providing a clear history of customer interactions.
• Coach the customer success team, review call recordings, and ensure the team works according to our standards.
• Lead by example to create and maintain a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability.
• Ensure each team member knows their quarterly targets and has clear visibility on metrics and their respective critical numbers.
• Travel 5-10% of the time to company meetings and customer sites to strengthen relationships with key customers and train Customer Success Representatives.
• Predictably forecast Gross Revenue Retention and continuously validate and improve our tactics and processes by analyzing the data we aggregate.

Requirements

* 5+ years of experience in customer-facing roles and multiple years of people management experience.

• Proven track record of delivering exceptional customer success results, with a deep understanding of what good scaled customer success looks like.
• Experience managing a high volume of accounts and a range of annual contract values, with a strong understanding of the differences between managing small and large accounts.
• High standards for work, with a focus on getting tasks done quickly, meeting deadlines, and committing to forecasts.
• Strong analytical skills, with experience working with spreadsheets and a deep understanding of SaaS metrics, including NRR and GRR.
• Expertise in HubSpot, our CRM, customer success system, marketing automation tool, and other relevant systems.
• Excellent communication and interpersonal skills, with a passion for talking to customers and understanding their needs.
• Experience working with the channel/resellers is a plus.

What We Offer

* Competitive base salary of $125K, with an additional $50K in variable compensation.

• Comprehensive health and dental benefits, including RRSP/401K matching up to 5%.
• Group profit sharing program and health spending/wellness spending ($500).
• $2000 for learning and development, with opportunities for growth and professional development.
• 20 days of vacation (pro-rated based on your start date in your first year).

Our Culture

At arenaflex, we're committed to creating a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability. We believe in fostering a diverse and inclusive work environment, where everyone feels valued and supported. We're proud to be an equal opportunity employer and encourage applications from diverse backgrounds.

How to Apply

If you're a motivated and results-driven customer success professional looking for a new challenge, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear your story and learn more about your qualifications.

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