Senior Customer Success Manager, Emerging Enterprise (Remote) at arenaflex

Are you a customer success expert with a passion for driving growth and delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! arenaflex is seeking a seasoned Senior Customer Success Manager to join our team and help us continue to revolutionize the way we understand and manage experience for our customers. As a Senior Customer Success Manager at arenaflex, you will be responsible for managing a portfolio of high-growth, emerging enterprise accounts, driving customer adoption and value realization, and building strong relationships with key decision-makers. You will be the primary point of contact for your customers, working closely with cross-functional teams to deliver tailored solutions that meet their unique needs and goals.

About arenaflex

arenaflex is the pioneer and market leader in Experience Management, with a mission to help organizations understand and manage experience for their customers, employees, and citizens. Our award-winning SaaS platform, arenaflex Experience Cloud, is the most comprehensive and intuitive solution on the market, enabling businesses to collect, analyze, and act on customer feedback in real-time. At arenaflex, we believe that every experience matters, and that talent is everywhere. We are committed to creating a culture that values diversity, equity, and inclusion, and to fostering a workplace where every individual can bring their whole self to work. We are proud to be an equal opportunity employer and an affirmative action employer, and we are committed to working with and providing reasonable accommodation to applicants with disabilities.

Key Responsibilities

As a Senior Customer Success Manager at arenaflex, your key responsibilities will include:

• Managing a portfolio of high-growth, emerging enterprise accounts, with a focus on driving customer adoption and value realization
• Building strong relationships with key decision-makers, including C-level executives, product managers, and customer success leaders
• Collaborating with cross-functional teams, including sales, marketing, product, and professional services, to deliver tailored solutions that meet customer needs and goals
• Developing and executing customer success plans, including strategic direction setting, goal setting, and risk management
• Measuring and reporting on customer health, adoption, and value realization, using data and analytics to inform decision-making
• Identifying and pursuing new business opportunities, including upsell and cross-sell initiatives
• Providing exceptional customer service, including proactive issue resolution, timely issue escalation, and effective communication
• Staying up-to-date on industry trends, best practices, and arenaflex product and service offerings to ensure expertise and stay ahead of customer needs

Expected Outcomes

As a Senior Customer Success Manager at arenaflex, you will be measured on the following key outcomes:

• Customer Success: measured by adoption and value realization of arenaflex's product suite and services, published case studies, participation in webinars and conferences, and overall client NPS
• arenaflex Success: measured by the financial performance of your accounts, renewal, and expansion

Day-to-Day Responsibilities

As a Senior Customer Success Manager at arenaflex, your day-to-day responsibilities will include:

• Assimilating with account teams both internally and externally to develop relationships with customers, track and assess account health, and formulate action plans to manage goals, challenges, risks, and growth opportunities
• Building trusted advisor relationships with key decision-makers at customers, executing on action plans, and collaborating with internal arenaflex teams to drive long-term healthy customer programs
• Ensuring timely and accurate customer health updates, owning forecasting and prioritization for customer success amongst assigned accounts, and representing the voice of the customer and employee in leadership meetings
• Creating reference-able customers, including case studies, reference calls, and speaking engagements

Required Qualifications

To be successful as a Senior Customer Success Manager at arenaflex, you will need:

• 5+ years of customer-facing experience in a CSM function, account management, consulting, or client service role
• A mix of business and technical acumen, with the ability to engage and add value in discussions involving both technology and business strategy
• Experience facilitating meetings, delivering executive presentations, and resolving conflict with resources at all levels
• Ability to handle challenging customers or situations and drive to mutually agreeable outcomes
• Proficient in building and delivering compelling proposals and presentations via the Google Suite set of products
• Ability to execute commercial transactions, including pitching, negotiating, and closing
• Willingness to travel up to 40%, to be determined by client needs and individual's geographic location and abilities

Preferred Qualifications

While not required, the following qualifications would be a plus:

• Excellent and empathetic account leadership, advocacy, and coordination skills, with a bias for action
• Passionate about customer success and driven to make a meaningful impact
• Accomplished presentation skills, with the ability to communicate complex ideas in a clear and concise manner
• Effective communicator, both written and verbal, with the ability to work creatively and analytically to solve problems
• Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations
• Able to make decisions within appropriate time frames, with sound justification, and can learn from mistakes
• Demonstrated ability working collaboratively across the organization to achieve results important to customers (Pre-sales, Sales, Product, Professional Services, etc.)

What We Offer

As a Senior Customer Success Manager at arenaflex, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. You will also have access to cutting-edge technology and tools, as well as a comprehensive training program to ensure your success.

How to Apply

If you are a motivated and results-driven individual with a passion for customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and an affirmative action employer. We are committed to creating a workplace where every individual can bring their whole self to work, and we celebrate diversity, equity, and inclusion. We do not discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, or any other protected category. We also consider all qualified applicants regardless of criminal histories, consistent with legal requirements.

Reasonable Accommodation

arenaflex is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and local disability laws. If you require a reasonable accommodation to apply for this role, please contact us at [insert contact information]. Apply for this job