Manager, Customer Success - Goods & Services at arenaflex

At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a Customer Success Leader, you'll play a pivotal role in driving this mission forward by leading a team of Technical Success Managers who deliver top-tier customer management and help our Enterprise-tier customers unlock the most value from our products and services. If you're passionate about developing and leading teams, solving complex business problems, and leveraging cutting-edge technology to drive business value, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions for businesses across various industries. Our experience management platform is designed to help companies deliver exceptional customer experiences, drive business growth, and stay ahead of the competition. With a strong focus on customer success, we're committed to building long-term relationships with our clients and helping them achieve their business objectives.

Job Summary

As a Manager, Customer Success - Goods & Services at arenaflex, you'll be responsible for leading a team of Technical Success Managers who service our Enterprise-tier customers. Your team will assist customers throughout their lifecycle, from initial onboarding to ongoing platform maturity, helping them unlock the most value from our products and services. You'll work closely with senior executives at our customer organizations, build and manage relationships, and drive business growth through strategic planning and execution.

Responsibilities

As a Manager, Customer Success - Goods & Services at arenaflex, your key responsibilities will include:

• Grow and lead a team of Technical Success Managers: Develop and implement strategies to grow and lead a high-performing team of Technical Success Managers who deliver high-touch technical support and technology configuration services to our Enterprise-tier customers.
• Hire, onboard, train, and retain top talent: Collaborate with the recruitment team to hire top talent, onboard new team members, and develop training programs to ensure they have the skills and knowledge needed to succeed in their roles.
• Provide coaching and mentorship: Guide the career development of Technical Success Managers through coaching, mentorship, and regular feedback to help them achieve their career goals and improve their performance.
• Manage team capacity, forecasting, financial performance, and resource allocation: Develop and implement strategies to optimize team capacity, forecast financial performance, and allocate resources effectively to drive business growth and customer success.
• Drive XM in the Enterprise business segment: Develop and execute strategies to drive Experience Management (XM) in the Enterprise business segment, focusing on renewing and growing our current customer base.
• Build and manage relationships with senior executives: Build and maintain strong relationships with senior executives at our customer organizations, providing strategic guidance and support to help them achieve their business objectives.
• Travel as needed: Travel as needed to be onsite with customers and your team, providing hands-on support and guidance to ensure customer success.
• Work with cross-functional counterparts: Collaborate with cross-functional counterparts in Sales, Product Management, Engineering, and Professional Services to drive business growth and customer success.
• Communicate team impact and results: Communicate team impact and results to key partners, including senior executives, sales teams, and product management.

Requirements

To be successful in this role, you'll need:

• 8+ years of professional experience: A combination of strategy, consulting, operations, product management, or an equivalent field.
• 3-5 years of people leadership and direct client management experience: Proven track record of successfully building scalable business operations and delivering key business results.
• Prior leadership experience: Experience building and leading teams, including direct client management and relationship-building.
• Client relationship management experience: Direct interaction with C-level/Senior Director+ level stakeholders, with a strong focus on building and maintaining long-term relationships.
• Strong prioritization skills: Ability to drive multiple concurrent projects from beginning to end, with a strong focus on prioritization and time management.
• Ability to utilize data and metrics: Utilize data and metrics to communicate strategy to internal stakeholders and external clients.
• Bachelor's or advanced degree: Concentration in science, technology, business, or a related field.

Nice-to-haves

* Experience working with clients in the Goods & Services space: Experience working with clients in the Goods & Services space, with a strong understanding of their business needs and challenges.

• Passion for coaching and mentoring: Passion for coaching and mentoring high-performing team members, with a focus on developing their skills and knowledge.
• Entrepreneurial spirit: Entrepreneurial spirit with a high tolerance for ambiguity and complexity, with a focus on driving innovation and growth.

Benefits

As a Manager, Customer Success - Goods & Services at arenaflex, you'll enjoy a range of benefits, including:

• Work life integration: Frequent office events, team outings, and happy hours to help you balance work and personal life.
• Qualtrics Experience Program: $1,800 for an experience of your choosing (eligible after a year).
• 30 paid days off: 15 PTO + 5 Personal Days + 10 Holiday Closures.
• Standard benefits package: Medical, dental, vision, life insurance, and more, with snacks, drinks, and free lunches in offices.

How to Apply

If you're passionate about customer success, leadership, and driving business growth, we want to hear from you. Apply now to join our team and help us revolutionize the way businesses interact with their customers. Apply Job! Apply to this Job Apply for this job