Experienced Full Stack Customer Success Manager – High-Touch Commercial Customer Success Program

At arenaflex, we're on a mission to help build trust across the internet by providing a security and compliance automation platform that continuously monitors and collects evidence of a company's security controls, while streamlining compliance workflows end-to-end to ensure audit readiness. We're seeking an experienced and highly skilled Customer Success Manager to join our high-touch commercial customer success program. As a key member of our team, you'll play a critical role in driving customer success, growth, and retention by building strong relationships with our customers and internal stakeholders.

About arenaflex

arenaflex is a fast-growing company that's revolutionizing the way businesses approach security and compliance. Our team of SaaS, security, compliance, and audit experts have built a better way – with automation. We're passionate about helping our customers achieve and maintain a strong security and compliance posture, and we're committed to providing the best possible experience for our customers.

Job Summary

As an Experienced Full Stack Customer Success Manager, you'll be responsible for driving customer success, growth, and retention by building strong relationships with our customers and internal stakeholders. You'll work closely with our customers to understand their business objectives, identify opportunities for growth and improvement, and develop tailored solutions to meet their needs. You'll also collaborate with our internal teams to ensure seamless execution and delivery of our products and services.

Key Responsibilities

* Serve as primary point of contact and guide overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with arenaflex team and stakeholders

• Work collaboratively across pillars of CS, GTM, Operations, and arenaflex leadership teams to identify and realize value and revenue opportunities for each of our customers
• Partner with arenaflex's account executive, management, and other sales leaders to assure we continue value-selling based approach through customer journey from point of sale through expansion and renewal
• Engage daily and voraciously with our customers' and your own performance metrics and data, leveraging all available datasets to fuel more effective and efficient work and customer engagements
• Establish regular cadence meetings (weekly, monthly, quarterly, etc.) with each customer to align and realign on business objectives, KPIs, product use and product opportunities, progression of customer compliance journey, and overall compliance status
• Conduct milestone meetings between customers and arenaflex CS pillars, expanding customer relationship networks between their teams and ours (solutions architecture, compliance experts) in order to identify and drive value based on customer objectives
• Conduct QBRs with executive and C-level team members from customer orgs and arenaflex for our most strategic relationships
• Build and maintain a deep understanding of arenaflex's platform and engage with customers about the most relevant features/functionality for their specific business needs
• Become trusted advisor for customers around best practices for progressing their compliance journey with arenaflex, establishing, nurturing, and expanding relationships within each customer organization in concert with relevant arenaflex team members and stakeholders
• Leverage relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it
• Help to grow mutual accountability between arenaflex and its customers as we build product, service models, and continually improve our delivery and execution

What You'll Bring

* 3+ years of experience in Customer Success Management role and 5+ years in a customer-facing role overall

• BA/BS or Equivalent
• Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.) required
• Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred
• Experience in B2B SaaS required
• Security, Compliance, and/or GRC experience strongly preferred
• Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication
• Active listener and capacity to synthesize and take action on complex dialogue and information
• Data-fueled approach to CSM work, voracious learner
• Collaborative, coachable, constructive attitude
• Embody our ethos of 'Trust'
• Demonstrable previous successes in a high-growth environment
• Resilient and adaptable to change
• High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.)

Additional Information

This is an exciting opportunity to play an integral part in arenaflex's high-touch commercial customer success program. We expect you to be an incredibly well-organized and meticulous person with the communication, technical, and soft skills needed to thrive in and drive our fast-paced environment. Personal attention to detail and keen enthusiasm for collaboration with our teams are requirements for success.

Benefits

* Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on-demand healthcare concierge

• HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)
• 100% paid short and long-term disability plus life + AD&D benefits
• Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
• Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
• 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child
• Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business-related items for your home office
• 401K: Reach your financial goals while reducing your taxes

Compensation

This role will receive a competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable range of On-Target Earnings (OTE) for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected OTE ranges for this role are set forth below, subject to change. Tier 1: $119,000 - $147,000 Tier 2: $107,100 - $132,300 Tier 3: $95,200 - $117,600

Join arenaflex

If you're passionate about customer success, growth, and retention, and you're looking for a challenging and rewarding role in a fast-paced and dynamic environment, we encourage you to apply. arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and supportive of all employees. Apply for this job