Experienced Customer Success Manager – Experience-Led Growth Programme Specialist at arenaflex

Join arenaflex, a pioneering company in the Experience Intelligence (CXI) space, as we revolutionize the way large brands like Uber, Amazon, Wise, HelloFresh, and more put their customers at the centre of everything they do.

About arenaflex

arenaflex is a cutting-edge technology company that has been at the forefront of the Experience Intelligence (CXI) revolution. Our mission is to empower large, successful brands to deliver exceptional customer experiences by leveraging our best-in-class CXI platform. This innovative platform continuously analyzes explicit and implicit customer feedback, enabling our clients to identify what they should do next to drive business growth and customer satisfaction.

The Role

We're seeking an experienced Customer Success Manager (Experience-Led Growth Programme Specialist) to join our team! As a key member of our Customer Success team, you will play a vital role in delivering insight-led value to our high-potential accounts. Your primary responsibility will be to conduct Use Case Health Assessments (UCHAs) to surface blockers, opportunities, and strategic actions, and develop insight-driven action plans that connect customer goals with platform capabilities and measurable KPIs.

Key Responsibilities:

* Conduct Use Case Health Assessments (UCHAs) to surface blockers, opportunities, and strategic actions

• Develop insight-driven action plans that connect customer goals with platform capabilities and measurable KPIs
• Build insight-led action plans and align KPIs with customer goals
• Own the renewal process in Silver tier accounts
• Collaborate cross-functionally with Analysts, Tech Support, and Product to ensure the successful implementation of use cases
• Track adoption in your accounts, escalate any risks, and proactively secure renewals aligned to business impact
• Contribute to team enablement by mentoring and sharing process improvements

What You'll Need:

* Ideally, 3–5 years in customer success, consulting, or similar roles

• Experience working with CX platforms or SaaS preferred
• Experience with customer insight activation
• Project delivery & prioritisation skills
• Commercial awareness

Our Values

At arenaflex, we're passionate about delivering exceptional customer experiences and believe that our values are the foundation of our success. We're:

• Obsessed with experience: We take our mission to rid the world of bad Customer Experience seriously, and we practice what we preach.
• Believers in the power of trust: Whether it's with each other, our customers, partners, or other stakeholders, we always communicate with openness and trust.
• Actors as responsible owners: We have the freedom to make decisions in our area of responsibility, which is a crucial driver for us.
• Passionate about growth & progress: On every level, we're motivated by taking on new challenges – even if they seem out of reach. We recognise that we are learning machines and we always seek to action feedback and improve collectively.
• Ambitious but humble: We've come together to build a product and a category that's never been seen before. While we're an ambitious bunch with lofty goals, we don't approach this goal carelessly.
• Believers in the right team: We've learned that all our important achievements have been the result of the right people collaborating together – that's why we need you to apply today!

Diversity & Inclusion

We want to enable exceptional experiences for everyone, and to achieve this we need everyone's voice in our team. We're on a mission to bring more diversity into the business and to give everyone (from all backgrounds and abilities) a chance to join us, even if they may not fit all of the requirements set out in this job spec. We believe in potential and will happily consider all applications based on the skills and experience you have.

Perks & Benefits

As an arenaflex team member, you'll enjoy a range of benefits, including:

• Competitive base salary based on experience
• Monthly Health & Wellness budget, increasing with length of service
• Annual Learning and Development budget, increasing with length of service
• Flexible working in a choice-first environment – we trust the way you want to work!
• Work From Home Allowance
• 25 Holiday Days + your local bank holidays, plus an extra day for every year of service
• Your birthday off
• Enhanced Family Leave (UK Only), Fertility Leave, and Neonatal Leave
• Optional Healthcare Plan
• Life & income protection (Location dependent)
• Employee Assistance Programme (UK Only)
• The opportunity to share in the company's success through options
• If you're in London, a dog-friendly office with great classes, events, and a rooftop terrace

How to Apply

If you're passionate about delivering exceptional customer experiences and believe in the power of trust, growth, and progress, we'd love to hear from you! Apply today and join our team at arenaflex! Apply to this Job Apply for this job