Experienced Customer Success Manager - Mid-Touch

Join arenaflex, a global leader in advanced security solutions, as we continue to innovate and redefine the cybersecurity industry. With a strong focus on customer satisfaction and success, we're seeking an experienced Customer Success Manager to join our team. As a key member of our Customer Success Organization, you'll be responsible for managing a portfolio of accounts, establishing strong relationships with customers, and driving business growth and profitability.

About arenaflex

arenaflex is a global leader in advanced security solutions, providing innovative, native AI-optimized services, technologies, and products to defeat cyberattacks. With a complete portfolio of industry-leading endpoint, network, email, and cloud security solutions, we're committed to delivering superior cybersecurity outcomes to our customers. Our solutions are powered by historical and real-time threat intelligence from arenaflex X-Ops and the Counter Threat Unit (CTU).

Role Summary

As a Customer Success Manager, you'll be responsible for managing a portfolio of accounts, primarily covering our Cybersecurity as a Service offering. You'll serve as an "on-demand" CSM, leading the engagement throughout the customer lifecycle from deployment and adoption through renewal, ensuring satisfaction and maximizing customer value. With customers, you'll create and implement success plans focused on attaining desired customer outcomes and identifying opportunities for additional arenaflex product and services.

Key Responsibilities

* Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer

• Establish key relationships within the customer, ensuring regular check-ins to understand and address promptly client needs and concerns
• Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer
• Partner with the customer to build a joint plan for success, maintaining a detailed understanding of customer's business to achieve high levels of customer satisfaction, engagement, adoption of arenaflex technology
• Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross-sell and upsell of services and products
• Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution
• Conduct regular business reviews, clearly articulating the specific value arenaflex' services are delivering to the customer and progress on specific customer milestones and goals
• Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience
• Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn
• Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within arenaflex are engaged for quick resolution
• Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience

What You Will Bring

* 3+ years' experience in customer success roles, additional experience in customer support, sales, or business development is a plus

• Experience dealing with account spends of $30k - $80k USD
• Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers
• Experience of translating customer issues and needs into business or solution requirements
• Ability to be seen as a trusted advisor to senior executives in large organizations and able to build strategic account plans
• Excellent organizational skills and ability to establish milestones and keep project plans on task
• Understanding how organization measure value, drive revenue with experience of recurring revenue sales models and renewal processes an advantage
• Solid technical acumen able to explain the benefits of different technologies, strong cybersecurity knowledge an advantage

Additional Information

* arenaflex operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.

• Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
• Employee-led diversity and inclusion networks that build community and provide education and advocacy
• Annual charity and fundraising initiatives and volunteer days for employees to support local communities
• Global employee sustainability initiatives to reduce our environmental footprint
• Global fitness and trivia competitions to keep our bodies and minds sharp
• Global wellbeing days for employees to relax and recharge
• Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You

We're proud of the diverse and inclusive environment we have at arenaflex, and we're committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better arenaflex, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with arenaflex, these details will be held by arenaflex for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at arenaflex. If you would like arenaflex to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on arenaflex' data protection practices, please consult our Privacy Policy.

Ready to Join Us?

At arenaflex, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.

How to Apply

If you're passionate about delivering superior cybersecurity outcomes and driving business growth and profitability, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. apply to this job Apply for this job