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About arenaflex

arenaflex is a fast-growing SaaS leader in the Public Sector, dedicated to serving the people who serve the people. Our mission is to empower our clients with innovative technology that streamlines processes and enhances their employee lifecycle management. We're passionate about harnessing the power of technology to drive customer success and foster an entrepreneurial environment that encourages innovation and growth.

As one of the top 50 fastest-growing private software companies in the U.S., we're committed to attracting top talent who share our vision and values. If you're a customer-focused individual with a passion for delivering exceptional experiences, we invite you to join our team and make a significant impact on our products, technology, and customers.

Job Summary

arenaflex is seeking an experienced Customer Success Manager to join our Mid-Market team. As a key member of our customer-facing team, you will be responsible for driving customer satisfaction, retention, and growth. You will serve as the customer's voice within the organization, advocating for their needs and ensuring their continued success. If you're a strategic thinker with excellent communication and project management skills, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Customer Advocacy: Be the customer's voice within the organization, ensuring their continued success and satisfaction.
• Communication Planning: Project manage communication plans to customers, including communication blasts and regular updates.
• Account Health Management: Track and monitor account health, including net promoter score results, churn risks, and create remediation plans to mitigate risk.
• Risk Mitigation: Partner with customers to establish a plan to achieve success and mitigate risk.
• Contract Renewals: Monitor contract renewals and ensure timely execution to maintain customer satisfaction.
• Customer Experience: Deliver WOW-like experiences to customers through creative and proactive approaches.
• Customer Lifetime Value: Increase customer lifetime value and improve usage and product adoption per at-risk site and account.
• Escalation Management: Manage escalations and coordinate the resolution and participation of required staff to resolve customer disputes.
• Customer Complaints: Track customer complaints and actions taken to maintain or increase customer satisfaction.

Who We're Looking For

We're seeking a passionate customer-focused individual with a strong track record of delivering exceptional customer experiences. If you're a team player who thrives in an ever-changing environment, we encourage you to apply. Our ideal candidate possesses:

• Customer Focus: A passion for customer advocacy and satisfaction.
• Collaboration: Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
• Analytical Thinking: Strong analytical skills, with the ability to identify and manage multiple stakeholders, including executive levels.
• Continuous Learning: A thirst for knowledge and ability to independently maintain knowledge relating to our customers, product, process, and the Customer Success industry.
• Technical Background: A strong technical background, particularly with online software (SaaS) products and services.
• Leadership: Experience in a demanding role that requires strong leadership, proven priority management, and high emotional intelligence.

Requirements

• Experience: Minimum of four (4) years of experience in previous Customer Relationship, Customer Success Management, Account Management, or related role.
• Account Management: Experience managing accounts with ARR valued at $40-$99k within a large book of business (150-175).
• Technical Skills: Salesforce or Gainsight knowledge preferred, as well as NEOGOV and/or PowerDMS knowledge.
• Education: Bachelor's degree in a related field or equivalent experience.

What We Offer

arenaflex offers a comprehensive benefits package, including:

• Competitive Wages: A competitive salary that reflects your skills and experience.
• Comprehensive Benefits: A comprehensive benefits package, including medical, dental, vision, and other perks.
• PTO: Generous paid time off to support work-life balance.
• 401K Matching: A 401K matching program to support your retirement savings.
• Remote Working Opportunities: Flexible remote working options to support your work-life balance.
• Inclusive and Diverse Work Environment: A welcoming and inclusive work environment that values diversity and promotes growth.

Career Growth Opportunities

arenaflex is committed to supporting the growth and development of our employees. We offer a range of career growth opportunities, including:

• Professional Development: Regular training and development opportunities to enhance your skills and knowledge.
• Mentorship: Access to experienced mentors who can guide and support your career growth.
• Leadership Opportunities: Opportunities to take on leadership roles and develop your leadership skills.

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications.

Apply Now!