Experienced Principal Customer Success Manager – Strategic Account Growth and Partnership Development

At arenaflex, we're on a mission to revolutionize the way businesses succeed in the ever-evolving landscape of e-commerce and digital payments. As a Principal Customer Success Manager, you'll play a pivotal role in driving the success of our most complex and strategic accounts, fostering long-term growth, and building lasting partnerships. If you're a seasoned professional with a passion for relationship-building, strategic thinking, and customer-centricity, we want to hear from you.

• *About arenaflex**

arenaflex is a leading provider of innovative solutions for e-commerce and digital payments. Our cutting-edge technology and expert team help businesses navigate the complexities of online transactions, ensuring seamless and secure experiences for their customers. With a strong focus on customer success, we're committed to delivering exceptional value to our clients, driving growth, and building lasting relationships.

• *Key Responsibilities**

As a Principal Customer Success Manager at arenaflex, you'll be responsible for owning the end-to-end customer relationship, ensuring seamless onboarding, optimal performance, and strategic alignment between arenaflex and the customer. Your key responsibilities will include:

• Owning the end-to-end customer relationship, ensuring seamless onboarding, optimal performance, and strategic alignment between arenaflex and the customer
• Identifying, establishing, and building deep relationships with current and potential senior stakeholders within your accounts
• Planning and executing discovery, change management, and strategic alignment sessions with internal arenaflex teams and customer stakeholders
• Leveraging knowledge of the arenaflex platform, industry trends, and customer objectives to develop long-term growth plans as a strategic partner
• Ensuring swift resolution of account issues by leveraging resources from cross-functional teams, while being the voice of the customer
• Embodying arenaflex values and serving as a role model for other team members
• Developing collateral and effectively conveying the value of the arenaflex partnerships via business reviews with client executive teams
• Understanding your customers' pain points, initiatives, and business goals and identifying how arenaflex can partner to achieve their goals
• Partnering closely with Marketing to develop your key stakeholders into advocates
• Building relationships to help expand arenaflex's footprint in the organization as well as identify upsell, cross-sell, and other growth opportunities
• Partnering with the Product Management team to explore emerging use cases with clients, including but not limited to, Returns Abuse prevention and Account Integrity
• Engaging and hosting executive on-sites at customer and partner events
• Ability to travel 30%+
• *Requirements for Position**

To succeed in this role, you'll need to possess the following qualifications and skills:

• Experience**: 5+ years of success in senior roles in enterprise SaaS deployment and/or program management for large, complex, and strategic customers is required. Background in payments, fraud, and/or e-commerce industries preferred.
• Leadership**: This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The Enterprise Program Manager must display leadership with arenaflex, customer, and partner teams who may be engaged in the delivery of complex solutions for overall customer success.
• Relationship Building**: Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience managing various stakeholder relationships to generate consensus on solutions/engagements required.
• Sales Acumen**: While retention, customer satisfaction, and value realization are the core goals for this role, we're looking for someone who has a sales mindset and understands how to manage complex, long-term sales cycles
• Program Management**: Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required. The Principal CSM will be accountable for the development and execution of the shared merchant plan, including the operational health of the customer solutions deployed today and in the future.
• Collaboration and Communication**: Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (CxO, Senior Executives, Day-to-Day Operations Team).
• *What We Offer**

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