Experienced Manager, Customer Success (Mid-Market, GovCon) – Strategic Leadership for Customer Growth and Retention
At arenaflex, we're committed to delivering exceptional customer experiences that drive growth, retention, and long-term success. As a seasoned Manager, Customer Success, you'll play a pivotal role in shaping our Mid-Market GovCon strategy, leading a high-performing team, and driving business outcomes that exceed expectations.
About arenaflex
arenaflex is a leading provider of innovative solutions for the GovCon industry. Our mission is to empower customers to achieve their goals through cutting-edge technology, expert guidance, and unparalleled support. With a strong focus on customer success, we're dedicated to building lasting relationships, driving adoption, and fostering growth.
Your Role
As Manager, Customer Success, you'll be responsible for leading a team of Customer Success Managers (CSMs) in the Mid-Market GovCon segment. Your primary objectives will be to drive improvements in Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), build more referenceable customers, and position our CSMs as strategic advisors and true partners in helping our customers achieve their goals.
Key Responsibilities
* Serve as a segment leader, developing engagement models, playbooks, and strategic programs to ensure a first-in-class Customer Success organization for Mid-Market accounts
- Drive arenaflex's continued growth as a hands-on leader, managing accounts and identifying expansion opportunities
- Drive customer renewals and identify opportunities for upselling additional products or services to increase customer lifetime value
- Hire, certify, mentor, and lead a team of Mid-Market Customer Success Managers, developing them into strategic advisors capable of driving greater value to our growing customer base
- Provide guidance and direction to your team on customer account management strategies, tools, and approaches for upsell, adoption, and retention
- Develop long-lasting relationships with executive sponsors; promote cross-functional collaboration to drive adoption, expansion, and customer satisfaction
- Understand client business needs, participate in solution development
- Develop and execute strategic account plans to drive adoption, usage, and satisfaction among mid-market clients, with a focus on expanding our footprint within each account
- Act as the voice of the customer within the GovCon mid-market segment, providing feedback and insights to internal teams to drive product improvements and enhancements
- Proactively identify and address any risks or issues that may impact customer satisfaction or retention, working closely with cross-functional teams to resolve issues in a timely manner
- Track key metrics for team and individual performance, including individual GRR/NRR, usage metrics, customer satisfaction scores, retention rates, executive relationships, referenceable customers, and more as needed
- Prepare regular reports for senior management and use data to make informed decisions and communicate the state of the team
Your First 90 Days
In your first 30 days, you'll get to know each member of your team and be immersed in our current processes and the GovCon product offerings. You'll begin building cross-functional relationships across our business with key leaders. You'll participate in our arenaflex onboarding program, uLaunch, and become comfortable with demonstrating the value arenaflex offers to its customers. Within your first 60 days, you'll perform gap analyses of our current programs and playbooks, determine areas of improvement and development, and begin to lay out the strategic plan and key initiatives for the Mid-Market GovCon team for the next 12 months. This includes strategies to drive NRR and GRR along with CSM development and training. Within your first 90 days, you'll have a firm understanding of our Customer Success strategy and vision and will partner with Customer Success leadership to bring that to life. You'll provide guidance and mentorship to our team of Customer Success Managers and be able to fluently speak to arenaflex's value drivers. Your efforts will directly impact our continued success in 2024 and beyond.
Who You Are
* 5+ years of Sales and/or Customer Success experience in B2B Software
- 2+ years of experience growing and leading a team as a people manager
- Proven experience building and optimizing Mid-Market account strategies
- Proficiency with Salesforce.com and Customer Success technologies (e.g., ChurnZero)
- Demonstrable track record of driving adoption, renewals, and expansion
- Strong ability to develop long-lasting relationships with accounts and executive sponsors
- Willingness and ability to travel up to 30%
- Creative, self-starter who energizes others with passion, quality, and commitment
Your Differentiators
* Prior experience in the GovCon industry preferred
- Prior experience in a $100M+ SaaS company preferred
Our Values
* We are a Team. Employees, customers, and partners working together.
- We are Customer-Focused. Customers are the heart of everything we do.
- We are Driven. Seeking exceptional outcomes.
- We Own our Success. Every employee has a stake in our company.
- We do the right thing and have fun in the process.
What We Offer
* Competitive salary range: $113,800.00-$133,910.00 per year
- Eligibility for employee equity and discretionary bonus compensation
- Participation in arenaflex's employee benefits plans and programs
- Opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences
- Collaborative and dynamic work environment that fosters growth, innovation, and success
How to Apply
If you're a seasoned Customer Success leader with a passion for driving growth, retention, and customer satisfaction, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and achievements. We can't wait to hear from you! Apply for this job