Experienced Digital Customer Success Partner – Collaborative Learning Solutions for North America

At arenaflex, we're revolutionizing the way companies approach learning and development. Our cutting-edge platform, 360Learning, empowers organizations to upskill from within, turning their experts into champions for employee, customer, and partner growth. As a key member of our Customer Success Team, you'll play a vital role in supporting our clients in their digital training strategy, ensuring the renewal of contracts, and driving business impact that aligns with their objectives.

About arenaflex

arenaflex is a global leader in collaborative learning solutions, powering the future of work at 1,700 organizations worldwide. Founded in 2013, we've raised $240 million and have a team of 400+ members across North America and EMEA. Our commitment to diversity, equity, and inclusion is unwavering, and we celebrate cultures, perspectives, and experiences from all over the world. We're proud to be an equal opportunity workplace, and we're excited to welcome talented individuals like you to our team.

Your Role

As a Digital Customer Success Partner, you'll be responsible for leading the setup and support for clients across our North American markets during the launch of their new collaborative learning software. Your primary goals will be to:

• Ensure the renewal of contracts through the coordination of different resources (technical, educational, etc.)
• Ensure the business impact of our solution is in line with the clients' business objectives
• Work closely with the North American Account Management team to ensure client KPIs are met
• Create and develop processes, reporting, and communication to handle a one-to-many approach

What You'll Achieve in the First 12 Months

Within the first 12 months, you'll have the opportunity to make a significant impact on our clients' success. Here are some key milestones you'll achieve:

• Within 1 month:

+ Master our product and Convexity corporate culture + Familiarize yourself with the processes and tools used by our Customer Success (CS) team + Participate in your first customer meetings with other Customer Success Managers from our team

• Within 2 months:

+ Host your first meetings with customers and get feedback from your peers + Start new projects with new clients + Participate in regular Discovery Meetings with customers to identify the features that will impact your customers' success

• Within 4 months:

+ Define the learning transformation roadmap with the client and identify the resources needed to achieve them + Activate and build a digital strategy for your book of business spanning North America, including outbound campaigns, inbound ticket management, and hosting webinars + Define planning of the initiatives on the solution + Identify and document customer use-cases + Develop a relationship of trust between the client and arenaflex, particularly by having direct contact with top management teams + Work with the Account Managers to identify new project opportunities to grow your book of business

• Within 12 months:

+ Reduce churn by identifying customers at risk and implementing an action plan + Identify and record in our CRM SFDC strong leaders within the client's team + Develop and share good business practices with the entire Client Success Team

Your Skill Set

To succeed in this role, you'll need:

• At least 1-1.5 years of experience in a Customer Success position, ideally in the SaaS industry
• Experience managing a large book of business consisting mostly of SMB clients (100+ clients)
• A proactive approach to client management
• A preference for working in a results-oriented culture
• The ability to express your ideas through data in a clear and concise manner, both in writing and orally
• A strong interest in the digital industry, education, and e-learning
• Enthusiasm for our working environment, which you can learn more about here: https://bit.ly/Convexity_360L

What We Offer

At arenaflex, we're committed to providing a comprehensive compensation package that includes:

• Pay structure: base salary, variable incentive pay, and company equity
• Benefits/Perks: comprehensive health insurance starting your first day of employment, RRSP contribution matching, generous parental leave, and professional development opportunities through our own platform
• Balance: unlimited days of annual PTO, 5 days for sick leave, holiday time in accordance with the Ontario Holiday Calendar, and a remote-first organization that promotes flexible work hours
• Diversity, Equity, and Inclusion: we have 6 active ERGs, including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity, and we're committed to creating a workplace that celebrates cultures, perspectives, and experiences from all over the world
• Corporate Social Responsibility: we're proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment

Interview Process

Our interview process is designed to be engaging and informative. Here's what you can expect:

• Phone Screen with our Talent Acquisition Manager
• Discovery Interview with the Hiring Coach (Director of Customer Success)
• Case Study with CS Team Leadership
• Clarification Meeting with a fellow Customer Success Manager
• Culture Interview with the Cross Functional Team Leader
• References & Offer!

Get Ready

Before applying, we recommend reviewing our Knowledge Base to get a better understanding of our platform, processes, and culture. You can find it here: https://bit.ly/42H1ggC

Apply Now

If you're passionate about collaborative learning solutions and want to join a dynamic team that's revolutionizing the way companies approach learning and development, apply now to become a Digital Customer Success Partner at arenaflex. Apply for this job