Experienced Strategic Customer Success Manager – Enterprise Account Growth and Value Realization at arenaflex

At arenaflex, we empower mechanical engineering teams to bring life-changing products to market faster through our innovative cloud-based platform. Our purpose-built solution for effective design review enables engineers, designers, and stakeholders to collaborate efficiently and reduce costly mistakes. arenaflex is trusted by innovators at leading companies like Ford, Komatsu, and Johnson Controls to design the next generation of world-class products.

The Opportunity

As a Strategic Customer Success Manager (CSM) at arenaflex, you will play a pivotal role in ensuring long-term customer value, retention, and revenue growth across a portfolio of high-value enterprise accounts. You will collaborate closely with Sales to co-own strategic account plans, drive deep customer engagement, and ensure the measurable value of arenaflex is both realized and communicated. This role is ideal for someone with a strong blend of engineering expertise and business acumen who is driven to lead customer transformation initiatives, build meaningful executive relationships, and act as a trusted advisor.

Key Responsibilities

### Strategic Account Planning

• Collaborate closely with Sales to develop and execute holistic account strategies aimed at achieving mutual customer and arenaflex business goals.
• Map stakeholders and influence across multiple levels, from front-line engineers to C-suite.
• Identify and prioritize key customer objectives, and develop tailored plans to address their needs and drive adoption of arenaflex solutions.

### Customer Value Realization

• Understand a customer’s current-state, desired future-state, and prescribe a strategic success plan to bridge the gap.
• Use customer goals as north stars for onboarding, adoption, and expansion efforts.
• Quantify and communicate the business impact delivered through arenaflex via metrics, case studies, and ROI analyses.
• Develop and maintain a deep understanding of customer business operations, pain points, and goals to inform strategic account planning and customer success initiatives.

### License Maximization and Adoption

• Monitor product usage and proactively recommend adoption strategies aligned to functional and business objectives.
• Orchestrate change management initiatives across the customer organization to maximize software usage.
• Collaborate with customer stakeholders to identify and address adoption barriers, and develop targeted plans to drive increased usage and value realization.

### Executive Engagement and Stakeholder Management

• Build, maintain, and influence relationships at all levels of the organization, including C-level executives.
• Deliver value-driven touchpoints (e.g., EBRs, QBRs, Health Checks) that reinforce the strategic value of arenaflex.
• Develop and maintain a deep understanding of customer executive priorities and goals to inform strategic account planning and customer success initiatives.

### Change Leadership and Enablement

• Serve as a change management coach to customer champions, helping them mobilize their teams to fully adopt arenaflex practices.
• Prescribe best practices and lead arenaflex enablement to accelerate customer maturity.
• Collaborate with customer stakeholders to identify and address adoption barriers, and develop targeted plans to drive increased usage and value realization.

### Customer Risk and Growth Management

• Identify and mitigate churn risks early through strategic intervention.
• Drive customer expansion through recognition of growth opportunities and collaborative selling with Sales.
• Develop and maintain a deep understanding of customer business operations, pain points, and goals to inform strategic account planning and customer success initiatives.

### Internal Collaboration and Advocacy

• Act as the voice of the customer internally, providing feedback to Product and Engineering.
• Collaborate with Marketing to develop customer stories, testimonials, and insights.
• Share learnings, successes, and insights with the broader organization to inform product development and customer success initiatives.

### Mentorship and Team Contribution

• Mentor peers and contribute to the evolution of Customer Experience practices.
• Share learnings, successes, and insights with the broader organization to inform product development and customer success initiatives.
• Collaborate with cross-functional teams to develop and implement customer success initiatives that drive business growth and customer value realization.

What You'll Bring

* 5+ years of experience managing enterprise accounts in Customer Success, Program Management, or Technical Account Management roles.

• Strong background in mechanical engineering, design, or manufacturing environments (bonus for CAD or PLM familiarity).
• Proven success in driving license adoption, customer transformation, and revenue expansion.
• Demonstrated ability to build credibility and partnerships with executives (VP and C-suite level).
• Exceptional organizational and presentation skills with a prescriptive and proactive mindset.
• Strong data literacy: ability to analyze trends, develop insights, and present impact narratives.
• Experience in high-growth tech environments or startups preferred.
• Tools: Salesforce, Zendesk, Google Suite; ability to quickly learn internal systems.

Why You Might Love This Role

* You're passionate about solving complex business problems and driving real customer impact.

• You thrive in an environment where you own outcomes and are empowered to lead.
• You care about people, relationships, and delivering world-class customer experiences.
• You’re ready to help shape the future of engineering collaboration with a fast-growing SaaS company.

We Value Diverse Perspectives

We strongly encourage individuals from historically underrepresented communities to apply—even if you don’t meet 100% of the qualifications. We believe your potential and passion are just as important as your experience. If you're a motivated and results-driven professional looking to make a meaningful impact in the world of engineering collaboration, we encourage you to apply for this exciting opportunity to join the arenaflex team. Apply for this job