Director of Customer Success – Web & Cloud Application Development

At arenaflex, we're on a mission to revolutionize the way companies manage their specifications, and we're looking for a talented Director of Customer Success to join our team. As a key player in our customer success function, you'll be responsible for driving long-term success for our customers, reducing churn, and surfacing expansion opportunities. If you're passionate about delivering exceptional customer outcomes and confident in managing both technical and strategic conversations, we want to hear from you.

About arenaflex

arenaflex is the first purpose-built, patented platform for Specification Management. Whether it's packaging, raw materials, formulas, products, or machines, our platform helps companies digitize, map, and take action across their supply chain to reduce costs, increase profitability, and drive sustainability. We serve customers across industries, including packaging, food and beverage, consumer packaged goods, pharmaceutical, retail, industrials, and more. Recognized as a leader in Specification Management, arenaflex was named to the Deloitte Fast Technology 500 list in 2024, one of Fast Company's Most Innovative Companies for 2023, had three executives honored as Supply & Demand Chain Executive Pros to Know in 2023, and won Food Logistics' 2022 Top Software & Technology Provider award. For more information, visit our website.

About the Role

As our Director of Customer Success, you'll play a critical part in building the CSM function at arenaflex as a player-coach. Your responsibilities will include:

• Leading, motivating, and developing a team of CSMs
• Enabling team members to successfully manage, renew, and grow a portfolio of accounts
• Leading, managing, and executing renewal and software expansion strategies across your portfolio, partnering with Account Executive, Account Managers, Professional Services, and Sales Operation
• Developing a robust playbook that can be leveraged by CSM and other GTM teams
• Helping your team members with professional development and career pathing
• Leveraging domain thought leadership to help drive business value
• Partnering with our account teams to position and sell value-added services across the portfolio
• Reviewing and evaluating current internal business processes, and assessing the need to update or change them to improve the quality of service or create efficiency
• Executing robust, data-rich Quarterly Business Reviews
• Executing timely weekly and/or monthly customer check-ins
• Supporting ROI and Value Engineering customer engagements
• Maintaining accurate customer health dashboards and reports
• Managing account escalations
• Ensuring that renewal forecasts are accurate and timely
• Developing key executive customer relationships

About You

We're looking for a seasoned professional with a passion for delivering exceptional customer outcomes. If you have:

• 3+ years of experience in people management
• 5+ years of experience in customer success
• Experience in manufacturing, consumer goods, packaging, or supply chain preferred
• A deep understanding of product capabilities and how they align to business value
• A bias for action
• Experience standing up the right technologies to enable your team (e.g. Customer Success platforms like Gainsight, ChurnZero, etc.)
• A commitment to transparency and the success of our customers and teammates
• A willingness to travel up to 40% of the time
• A passion for diversity of thought, approach, and opinion

Compensation and Benefits

As a Director of Customer Success at arenaflex, you can expect:

• A competitive salary commensurate with experience
• Equity participation
• A full benefits package that includes health, life, dental, 401k, and more
• Opportunities for professional growth and development
• A dynamic and supportive work environment

Why Join arenaflex?

At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and supportive. We believe in empowering our employees to take ownership of their work, and we're passionate about delivering exceptional customer outcomes. If you're looking for a challenging and rewarding role that will help you grow both personally and professionally, we want to hear from you.

How to Apply

If you're ready to take your career to the next level and join a team that's revolutionizing the way companies manage their specifications, apply now! Apply for this job