Experienced Customer Success Manager – Master Data Management

Unlock the Power of Data-Driven Success with arenaflex

Are you a seasoned customer success professional with a passion for empowering businesses to achieve their data-driven goals? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? Look no further than arenaflex, a leading provider of Master Data Management (MDM) solutions, where you'll have the opportunity to join a talented team of professionals who share your commitment to delivering exceptional customer experiences.

About arenaflex

arenaflex is a growing Microsoft top-tier partner dedicated to empowering the possibilities of the data-enabled future. In a world where data drives decisions, opportunity, and innovation, we believe that trusted data is the key to unlocking business success. Our MDM platform helps organizations like yours to manage their data with confidence, making it easier to make informed decisions, drive growth, and stay ahead of the competition.

Job Summary

We're seeking an experienced Customer Success Manager to join our team, responsible for helping existing customers maximize their usage of our MDM platform, resulting in customer retention, expanded deployments, and enthusiastic customers who will readily promote arenaflex. As a key member of our customer success team, you'll work closely with our customers, partners, and internal teams to ensure that our customers achieve their data management goals and realize tangible business value.

Key Responsibilities

* Manage a portfolio of 50-60 enterprise software accounts, spanning different customer segments, industries, and deployment models

• Work across arenaflex teams, functions, and partners to ensure that customers are leveraging our platform to deliver tangible business value
• Engage with day-1 customers to ensure project planning, kick-off, requirements documentation, implementation, and go-live remain on track
• Prioritize existing customers to ensure they are optimally utilizing the arenaflex platform to realize maximum benefit from their partnership with us
• Develop and execute account engagement plans to drive adoption, retention, and expansion
• Collaborate with cross-functional teams to resolve customer issues and provide proactive support to prevent escalations
• Leverage customer success metrics to inform business decisions and drive growth

Performance Objectives

* Platform Adoption: Ensure customers are leveraging our platform to deliver tangible business value

• Retention & Renewals: Exceed 95% gross retention of annual recurring revenue that is up for renewal
• Customer Satisfaction: Create enthusiastic customers who will readily promote arenaflex
• Expansion: Identify additional use cases for the arenaflex platform that result in platform expansion or conversion to SaaS

Performance Goals

* In 30 Days: Understand the solutions and value arenaflex delivers, understand arenaflex's account segmentation and corresponding engagement motions, and your accounts

• In 90 Days: Activate your account engagement plan and engage with 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts

Competencies

* Minimum five years of customer success experience with enterprise software, ideally SaaS in the IT sector

• Proven track record of delivering customer success to enterprise software customers, including managing high-touch accounts and providing examples of helping customers navigate through their journey and adoption of complex software solutions
• Strong execution skills, with the ability to prioritize work, ensure flawless follow-through, and escalate for assistance when needed
• Basic understanding of business functions, core IT systems, and the ability to work with customers across different industries
• Motivated and accountable, with a strong work ethic and a willingness to take ownership of a body of work
• Kind, humble, and fun, with a passion for working with peers and colleagues to achieve common goals

Why Join arenaflex?

* Growth on your terms: Through our company values, collaborative work environment, and your individual career plans, you'll grow here more than you would anywhere else

• Enjoy where you work: You'll become part of an amazing village of arenaflex professionals who want to see you progress in your career
• Save for retirement: arenaflex offers a 401k retirement plan with company match
• Stay healthy: arenaflex offers 100% employer-paid health, dental, and vision insurance for employee-only coverage, competitive family health, dental, and vision, and life insurance plans
• Have a life: arenaflex employees enjoy autonomy and flexibility, with a hybrid-friendly environment and generous PTO

How We Work

* Growth Mindset: We believe that we can all learn and grow, and that there are no limits to what we can achieve

• Constructive Candor: We value diverse perspectives and enjoy finding the best answer, not defending our own
• Helpful: We believe in helping our teammates and winning together, rather than accomplishing something on our own
• Get Stuff Done: We have the grit, creativity, and resilience to accomplish our goals, no matter the obstacles
• Fun is Where Fun is Made: We covet the journey as much as the destination, and strive to make each other laugh along the way

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer, committed to diversity and inclusion in the workplace. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Don't Hesitate, Apply!

If you're a motivated and experienced customer success professional looking for a new challenge, we encourage you to submit your application today! Apply for this job