Experienced Full Stack Customer Success Leader – Enterprise Accounts, USA, Remote

At arenaflex, we're reimagining the customer success landscape to create a seamless and personalized experience for our clients. As a leader in the non-profit space, we're seeking a seasoned Customer Success expert to join our stellar team and drive growth across our largest enterprise and strategic non-profit customers. If you're a proven SaaS leader with a passion for delivering exceptional customer experiences, we want to hear from you.

About Us

arenaflex is a pioneering fundraising platform that's revolutionizing the way non-profit organizations raise funds. Our innovative approach focuses on enhancing loading speeds, boosting conversion rates, offering diverse payment methods, and more. Each month, individuals worldwide donate tens of millions of dollars through our platform, making us the go-to fundraising solution for some of the world's leading non-profit organizations. The UNICEF, Barack Obama, the Alzheimer's Association, and many others leverage our platform for their online fundraising needs.

About The Role

We're looking for a seasoned Customer Success leader with a strong background in leading and scaling teams to join our Customer Success team. As the Head of Customer Success, Enterprise Accounts, you will play a pivotal role in building and leading a team of Customer Success Managers responsible for driving engagement and growth across our largest enterprise and strategic non-profit customers. As the coach and mentor of a growing team, you will develop the workflows and playbooks to empower each CSM to deliver strong ROI to international non-profit organizations by maximizing their use of arenaflex's suite of products and features.

Key Responsibilities

* Lead arenaflex's Enterprise Customer Success team, ensuring consistent engagement and satisfaction among large enterprise customers.

• Develop workflows, playbooks, and KPIs for effective account management and customer growth.
• Oversee and guide CSMs in managing customer lifecycles, from kick off to ongoing account growth.
• Execute growth strategies and collaborate with Sales, Marketing, Implementation, and Product teams.
• Drive feature adoption and proactively manage customer risk for retention.
• Mentor CSMs, ensuring high customer satisfaction, effective issue escalation, and robust feedback.
• Identify growth opportunities (upsell, cross-sell) and build trusted advisor relationships.
• Cultivate a positive, remote work culture with a focus on delivering value to customers and exceeding KPIs.

Skills And Qualifications

* Proven work experience of 8+ years in B2B or B2B2C SaaS Customer Success.

• Experience of working for (or working with Non-profits) a strong plus.
• Led Customer Success teams working with enterprise accounts for at least 4 years within rapidly scaling SaaS companies.
• Strong management skills. We're looking for someone who can easily win our current team's trust and can work towards building an even stronger Customer Success Team.
• Experience with CRMs, data/integration, Digital Marketing, Google Analytics, email marketing.
• Demonstrable ability to communicate, present and influence C-level customer stakeholders.
• Experience working with international teams, eastern European would be a plus.
• Drives team success through effective KPIs.
• Works closely with Director of Customer Success to strategize, plan and effectively deliver on results.

Benefits

Our compensation package includes comprehensive benefits and perks, meaningful equity, and a competitive salary:

• 15 days of vacation, 7 company holidays plus an additional 3 floating holidays and 5 sick days.
• 401(k) plan with company match.
• FSA Spending Account.
• 100% Company-paid short-term disability, long-term disability, basic life insurance and AD&D.
• Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family.
• Paid parental leave.
• Remote working.

Why Join arenaflex?

* Be part of a pioneering fundraising platform that's making a real impact in the non-profit space.

• Work with a talented team of Customer Success experts who are passionate about delivering exceptional customer experiences.
• Enjoy a competitive salary, comprehensive benefits, and meaningful equity.
• Collaborate with international teams and work on projects that drive growth and innovation.
• Develop your skills and expertise in a rapidly scaling SaaS company.

How to Apply

If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together. Apply To This Job

We Want to Hear From You!

At arenaflex, we're committed to creating a diverse and inclusive work environment that values creativity, innovation, and collaboration. If you're a motivated and passionate individual who is looking for a new challenge, we want to hear from you. Apply today and let's build the future together. Apply for this job