Experienced Full Stack Customer Success Manager – Enterprise Translation & Localization Industry Experience Required

At arenaflex, we're revolutionizing the way businesses communicate across languages and cultures. As a leading provider of AI-powered translation services, we're committed to delivering exceptional customer experiences that drive growth and success for our clients. We're now seeking an experienced Customer Success Manager to join our team and help us achieve our mission.

About arenaflex

arenaflex was founded by a team of visionaries who saw the need for better AI-powered translation in the enterprise. Since 2015, we've been building cutting-edge language technology, investing early in Large Language Models to improve translation quality and meet the demands of global organizations. Today, our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback deliver accurate, nuanced translation across text, video, and speech in 100+ languages. Integrated with 100+ business systems, arenaflex helps enterprises scale global growth and deliver seamless multilingual experiences.

The Customer Success Team at arenaflex

Our Customer Success team is dedicated to ensuring the success and satisfaction of our diverse range of clients utilizing our language services SaaS platform and services. We serve as trusted advisors to maximize customer value from our platform, proactively engaging with clients to understand their unique needs, provide workflow consultations, and identify opportunities for expansion and growth. By fostering strong relationships and advocating for clients' interests within the organization, we drive customer retention and foster long-term partnerships.

Where You’ll Work

This position is based out of our London, UK office and will be expected to work in the office in a hybrid capacity. Authorization to work in the UK is a precondition of employment.

What You’ll Do

arenaflex seeks an experienced leader passionate about customer success, with a proven track record of accelerating customers' technology adoption, minimizing churn, and growing Enterprise accounts. As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of our customers. You will serve as the primary point of contact for these customers, building and nurturing strong relationships, providing strategic guidance, and serving as a trusted advisor on product/service usage and best practices.

Key Responsibilities:

* Accelerate customer platform adoption during the onboarding phase by: + Driving post-sales engagement, achievement of success criteria when applicable, and proactively identifying and managing risk areas + Ensuring proper internal alignment and customer communication to keep all deliverables on track and compliant with industry standards + Anticipating and addressing issues that may arise and finding solutions that unblock and exceed customer expectations

• Ensure customer retention by:

+ Working with the customer to understand, measure, and consistently deliver high ROI + Driving high utilization of the customer's arenaflex subscription + Driving the customer's business transformation and operational excellence + Being the customer's trusted advisor and advocate within arenaflex + Collaborating and communicating across various arenaflex teams to ensure problems are solved, meet, and exceed success metrics

• Grow product use within our customer base by:

+ Serving as the primary Customer DRI (Directly Responsible Individual) for Enterprise accounts, owning the end-to-end customer experience and ensuring their success with our platform and services + Developing and maintaining strong, long-lasting relationships with key stakeholders within customer organizations, serving as a trusted advisor on product usage, best practices, and industry trends + Conducting regular calls and Quarterly Business Reviews (QBRs) to review account health, discuss strategic initiatives, and identify opportunities for expansion and growth + Proactively identifying and pursuing opportunities for upselling and cross-selling additional services or features + Collaborating closely with Account Executives to align on customer strategy, drive mutual success, renew contracts, and maximize revenue potential + Monitoring customer health and engagement metrics, proactively addressing any issues or concerns and driving initiatives to improve customer satisfaction and retention + Acting as the voice of the customer within the organization, gathering feedback, advocating for product enhancements, and ensuring customer needs are addressed + Collaborating with Marketing to develop customer stories, gather testimonials, and contribute to case studies and other marketing materials

Skills and Experience:

* REQUIRED: experience in the translation and localization/language services industry

• 5+ years of experience in customer success, account management, or related roles, preferably in SaaS or language services industry
• Prior experience managing a portfolio of customers with total annual recurring revenue (ARR) between $1 and $5 million
• Minimum Bachelor's degree
• Willingness to travel and meet customers up to 15% of the time
• A true passion for customers and Customer Success with the ability to build strong relationships
• Truly enjoys a dynamic startup environment where every day is different and each challenge is different
• Can juggle multiple, very different tasks – delivering QBRs to the executive team of an advanced customer today, onboarding a new customer tomorrow, partnering with sales on an upsell opportunity the next day. Each customer may have very different use cases and specific needs, so being able to stay organized and accomplish their goals is essential to our success.
• An eye for building processes and systems that can scale arenaflex's customer engagement model
• Proven track record of successfully managing customer accounts and driving customer satisfaction, retention, and growth
• Excellent communication and interpersonal skills, with the ability to build strong relationships and effectively communicate with stakeholders at all levels
• Empathy and customer-centric mindset, with a genuine desire to understand and meet the needs of customers
• Strong problem-solving abilities and strategic thinking skills, with a focus on driving results and delivering value to customers
• Time management and organizational skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment
• Collaboration and teamwork skills, with the ability to work effectively across cross-functional teams to drive customer success initiatives
• Adaptability and flexibility, with the ability to quickly adapt to changing priorities, customer requirements, and business needs
• Experience in conducting QBRs, delivering presentations, and leading customer meetings

Benefits:

* Compensation: At market salary with opportunity to earn on-target earnings (OTE), meaningful equity, pension scheme contribution, and time off plus company holidays

• Health care: Employees receive coverage of medical, dental, and vision insurance. arenaflex pays for basic life assurance
• Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle

Why Join arenaflex?

At arenaflex, we're passionate about creating a workplace that's inclusive, diverse, and supportive. We believe in empowering our employees to grow and develop their skills, and we offer a range of benefits and perks to support their well-being. If you're a customer-focused leader with a passion for innovation and growth, we'd love to hear from you.

How to Apply

If you're excited about the opportunity to join our team and help us achieve our mission, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job