Experienced Manager of Scaled Customer Success – Web & Cloud Application Development

Are you a seasoned leader with a passion for driving customer success and growth in a rapidly scaling organization? Do you thrive in a dynamic, remote-first environment where innovation and collaboration are key? Look no further than arenaflex, a cutting-edge technology company revolutionizing the way businesses operate with its cutting-edge reality capture software. At arenaflex, we're on a mission to empower our customers to build with certainty and operate with confidence. With thousands of construction, oil and gas, and renewable energy companies relying on our platform, we're shaping the future of reality capture. Our team is dynamic, purpose-driven, and dedicated to delivering top-tier software that meets the evolving needs of our customers. As an Experienced Manager of Scaled Customer Success, you'll play a critical role in leading our Scaled Base, which includes Renewal Managers and Scaled Customer Success Managers. Our Scaled Base consists of our SMB Customers and is managed in a one to many fashion. Reporting to the Director of Customer Success, this role will be responsible for overseeing strategy, team performance, and operational efficiency to drive scaled customer engagement and retention.

About arenaflex

arenaflex is a remote-first company that thrives on innovation and collaboration. We're a Best Place to Work in the SF Bay Area and a spot on America's Best Startups list, with a dynamic growth fueled by the diverse range of ideas nurtured by our team. Our commitment to internal advancement is profound, with a multitude of paths for professional and personal development available. Flexible schedules, family-friendly benefits, and remote work options propel our team's journey.

Key Responsibilities

As an Experienced Manager of Scaled Customer Success, your key responsibilities will include:

• Leading, coaching, and managing the Scaled Customer Success team, including Renewal Managers and Scaled Customer Success Managers, to drive team and individual performance.
• Designing, implementing, and deploying Scaled Customer Success motions to ensure efficient, high-impact service across our SMB customer segment of 1,000+ customers.
• Partnering closely with Sales, Product, and Marketing to foster alignment and deliver consistent customer experiences that maximize value.
• Overseeing account health monitoring to identify trends, prevent churn, and uncover expansion opportunities.
• Managing and owning our Customer Success Platform to enable scaled workflows through automations, dashboards, and workflows.
• Ensuring successful onboarding, adoption, and long-term satisfaction for our Scaled customer segment.
• Forecasting and co-managing renewals with the Renewal Managers, providing clear revenue planning and renewal strategies.
• Acting as a key advocate for scaled customer needs within the company, providing regular feedback to Product and other internal teams to improve the overall customer experience.
• Driving operational excellence by refining and optimizing Scaled Customer Success processes and workflows.
• Key success metrics include renewal rates, product adoption, scaled engagement efficiency, and automation-driven customer retention.

Requirements

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

• 3+ years of people/team management experience in Customer Success, with a proven track record of managing and growing a team.
• Demonstrated success in implementing and deploying Scaled Customer Success motions in a B2B SaaS environment.
• Experience managing customer relationships in the SMB segment, ideally with a base of over 1,000 customers.
• Strong data-driven decision-making skills, with the ability to analyze trends, draw insights, and take strategic action.
• Excellent communication, project management, and leadership skills.
• Proven ability to collaborate cross-functionally, especially with Sales, Marketing, and Product.
• High proficiency with CRM tools and data analytics platforms, with a commitment to thorough and accurate documentation.
• Strategic mindset with experience in process improvement and scalable solutions that drive customer success at scale.
• Ability to thrive in a fast-paced, high-growth environment, balancing team management with hands-on customer support.
• Able to travel domestically for in-person meetings and company events (one week per quarter).
• Able to work Monday - Friday between the hours of 8:00AM to 6:00PM US Central time.

Preferred Qualifications

While not required, experience in the drone industry or with geospatial technology is a plus.

Additional Information

arenaflex is an equal opportunity employer. All arenaflex employees are responsible for assisting in protecting the company and customer data by following information security policies and procedures. Please refer to our Recruitment Privacy Notice for information about privacy during the recruiting process.

Employee Offerings & Benefits

arenaflex offers a range of benefits to support your well-being and career growth, including:

• Innovative Company Culture – Thrive in an environment that encourages creativity and collaboration.
• Drone Pilot Certification – Get certified and develop unique skills with our support.
• Flexible Work Options – Enjoy flexibility with both your schedule and work location.
• Family Paid Leave – Supporting you and your family when it matters most.
• Top-Tier Healthcare Benefits – Comprehensive health coverage designed to support your well-being.
• Professional Development & Career Growth – Opportunities to advance and grow in your career.
• Flexible Paid Time Off – Take the time you need to recharge and stay balanced.
• Employee Referral Bonus – Help us grow the team and get rewarded for great referrals.

If you're a motivated and experienced leader looking to drive customer success and growth in a dynamic, remote-first environment, we encourage you to apply for this exciting opportunity. Join the arenaflex team and help shape the future of reality capture! Apply for this job