Senior Customer Success Manager – Driving Customer Excellence at arenaflex

At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a Senior Customer Success Manager, you'll play a critical role in helping us achieve this goal by building strong relationships with our customers, providing exceptional support, and driving business growth. If you're passionate about delivering world-class customer experiences and have a proven track record of success in customer-facing roles, we want to hear from you.

About arenaflex

arenaflex is a leading provider of Customer Support/Experience (CX) and Employee Experience (EX) solutions. Our software helps businesses of all sizes deliver exceptional customer experiences, drive revenue growth, and improve operational efficiency. With a strong focus on innovation and customer satisfaction, we're committed to helping our customers succeed in an ever-changing market.

What You'll Do

As a Senior Customer Success Manager at arenaflex, you'll be responsible for managing a portfolio of approximately 30 customers, providing strategic guidance, and driving business growth. Your key responsibilities will include:

• Building and fostering strong relationships with customers to minimize churn and contraction and drive expansion
• Developing a deep understanding of the customer's business and technical objectives, collaborating with them to build a strategic joint success plan with identified objectives, milestones, and measurable KPIs
• Developing and applying domain/technical knowledge of the arenaflex platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan
• Engaging regularly with customers based on our touchpoint framework (i.e., user shadowing, strategic discovery, executive business reviews, and roadmap presentations)
• Proactively analyzing customer's product usage data and taking necessary actions to mitigate risk, improve product adoption, business value outcomes, and reduce churn
• Partnering with customer-facing account teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) on overall platform success, to accelerate customer's time-to-value journey and to protect recurring renewal revenue and expand customer NRR (Net Retention Rate)
• Regularly assessing, planning, and documenting your customer's success journey with arenaflex via Gainsight
• Mentoring and coaching team members based on prior experience and best practices
• Contributing to projects that impact all arenaflex customers (events, best practices, etc.)
• Willing and able to travel domestically up to 25%, and easily visit customers in Germany

Who You Are

We're looking for a highly motivated and experienced individual who is passionate about delivering exceptional customer experiences. To be successful in this role, you'll need:

• 8+ years of relevant work experience in customer-facing Customer Success, Account Management, or strategic consulting roles. SaaS experience required
• Experience in Product Management or technical/business consulting roles attributing to technical delivery management or/program management for large, complex, and global strategic customers preferred
• Track record of managing a book of business in the range of 20-35 accounts
• Have used CRM or Customer Success software such as SFDC and Gainsight to prioritize and manage accounts
• Experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams
• Experience in a demanding role that requires strong leadership, committed priority management, and high emotional intelligence
• Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams
• Proven ability to quickly grasp and distinctly explain technological and business concepts, including demonstrating SaaS functionality to customers
• Applied domain/technical knowledge of CX solutions, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan. arenaflex knowledge is a bonus
• High-level understanding of enterprise architecture principles and familiarity with the IT application landscape common amongst Enterprise companies
• Completed Bachelor’s Degree or equivalent career experience

What You've Done

As a Senior Customer Success Manager at arenaflex, you'll have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. If you're looking for a challenging and rewarding role that will help you grow your career, we encourage you to apply.

About arenaflex – Champions of Customer Service

arenaflex software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital-first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a arenaflex workspace, or the kitchen table, you’re part of one team at arenaflex.

Equal Opportunity Employer

arenaflex is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at arenaflex are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Accommodations for Applicants with Disabilities

arenaflex endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces[at]arenaflex.com with your specific accommodation request.

Apply Now

If you're passionate about delivering exceptional customer experiences and have a proven track record of success in customer-facing roles, we want to hear from you. Apply now to join our team as a Senior Customer Success Manager at arenaflex. Apply for this job