Experienced Full Stack Customer Success Manager III – Cloud Application Development and Customer Loyalty

At arenaflex, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse arenaflex community where each individual can thrive. Customer Success at arenaflex is integral to our long-term success as a company. Our team of Customer Success Managers (CSM) are trusted advisors: from the point of sale and extending through onboarding, project success, and renewals. You will partner closely with internal arenaflex groups, provide input to a customer's strategic plans, and help our customers identify areas to improve their use of and uncover new uses for arenaflex amongst their portfolios. ### Job Summary We're searching for a qualified Customer Success Manager III to join our team! This Remote position offers an immediate start for the right candidate. This position requires a strong and diverse skillset in relevant areas to drive success. An attractive remuneration of a competitive salary is on offer for the successful candidate. ### Key Responsibilities - Customer Loyalty & Value Generation: Ensure that customers derive value from their investment in arenaflex, utilize all of their licenses, identify new opportunities, and collaborate with other arenaflex teams to ensure adoption and a successful renewal. Increase of renewal rates and reducing churn. Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores. Drive new business growth through greater advocacy and reference-ability. Promote and educate customers on the resources and wider customer communities available. These forums will encourage engagement, drive future projects forward, and efficient utilization. Act as a 'mentor' by working in partnership with the customers' support service to ensure it is being effective for improvement requests and critical issues. Guide our customers through significant service achievements such as upgrades, new releases, and new features. Ensure customer successfully achieves desired business outcomes. - Leadership & Collaboration: Where applicable, partner with our account teams and other internal teams to develop successful account strategies and plans that direct company resources to encourage renewal and return of investment cross pillar. Engage with our customers' cloud strategies and guide them by providing resources that can assist their strategic business direction. Manage internal relationships to promote customer success activities such as onboarding, training, professional services, customer support, renewals, cross-sell/up-sell, advocacy. Diligently and consistently update the internal Customer Relationship Management system with the customer's business objectives and any metrics that define success to the customer. Develop and maintain a continuous close relationship with the relevant Application Sales Representative(s) throughout the customer lifecycle. Advocate on behalf of customer with sales, product, and support organizations. - Industry Knowledge: Aid the arenaflex team in mapping customer journey. Deliver regular business reviews and success plans to senior executives and key business partners. Monitor customer usage data, health indicators, renewal dates, and growth opportunities and translate into strategies for success. Develop an understanding of typical challenges faced by customers and appropriately map arenaflex features and associated business benefits to address their needs. ### Essential Qualifications - Experience: Bring a minimum of 8 years of experience delivering technology and business outcomes for customers and customer success related activities. - Education: Hold a Bachelor's or Master's degree in a related field, Computing or Business & Information Technology preferred or equivalent validated relevant professional experience. - Professional Experience and Knowledge: Professional experience and knowledge of our industry and a CSM role is required. ### Preferred Qualifications - Cloud Based/SaaS Technology: Experience from and passionate about a customer-facing role involving cloud-based/SaaS technology with collaboration with internal partners. - Technological and Business Concepts: Ability to quickly grasp and distinctly explain technological and business concepts. - Customer Relationships: Proved ability to develop and cultivate lasting customer relationships with limited resources. - Commercial Acumen: Strong empathy for customers and passion for revenue and growth. - Communication: Written and verbally communicate a complex message in a simplistic way. - Collaboration: Collaborative, persistent, and proactive. - Presentation: Confident and engaging presentation skills, personable, positive, approachable, and tenacious. - Time Management: Strong time management work ethic and focus on delivery. - Travel: Willingness and ability to travel is required. ### Skills and Competencies - Analytical Skills: Analyze data to enable us to develop a plan for each customer to ensure outcomes are measurable. - Critical Thinking: Demonstrate critical thinking, innovation, and ability to deliver results. - Innovation: Be a Customer Success evangelist for arenaflex aiding in growing the tools and systems required to be successful. - Communication: Participate in the development of tools and resources used by our team, as well as the engagement points and methods both internal and external to arenaflex. ### Career Growth Opportunities and Learning Benefits At arenaflex, we believe in the importance of continuous learning and growth. As a Customer Success Manager III, you will have the opportunity to: - Develop your skills and expertise in customer success and cloud-based/SaaS technology. - Collaborate with cross-functional teams to drive business growth and customer satisfaction. - Participate in training and development programs to enhance your knowledge and skills. - Take on new challenges and responsibilities as you grow in your role. ### Work Environment and Company Culture At arenaflex, we prioritize a diverse and inclusive work environment where each individual can thrive. Our company culture is built on the principles of: - Innovation: We encourage creativity and innovation in all aspects of our business. - Collaboration: We believe in the power of collaboration and teamwork to drive success. - Customer Focus: We are passionate about delivering exceptional customer experiences and outcomes. - Diversity and Inclusion: We prioritize diversity and inclusion in all aspects of our business. ### Compensation, Perks, and Benefits At arenaflex, we offer a competitive salary and a range of benefits to support your career growth and well-being. These include: - Competitive Salary: A salary range of $132,726.00 - $199,088.00. - Incentive Compensation: Eligibility for incentive compensation, bonus, restricted stock units, and benefits. - Benefits: A comprehensive benefits package, including health insurance, retirement plans, and paid time off. - Professional Development: Opportunities for training and development to enhance your skills and expertise. ### How to Apply Ready to join us? The first step is easy. Click apply now and we'll be in touch soon! Apply to this job ### Equal Employment Opportunity At arenaflex, we are committed to equal employment opportunities for all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. Apply for this job