Head of Customer Success – Driving Growth and Retention at arenaflex

At arenaflex, we're revolutionizing the self storage industry with cutting-edge technology and innovative solutions. Our self storage software platform empowers operators to streamline their businesses, automate processes, and drive revenue growth. As a fast-growing team, we're committed to making self storage better for everyone. We're now seeking an exceptional leader to join our team as the Head of Customer Success, responsible for driving growth, retention, and customer satisfaction. Why This Role Matters As a key member of our team, you'll play a vital role in shaping the customer experience and driving business success. Our customer success team is central to onboarding new operators, supporting them day-to-day, and driving long-term retention and growth. With a strong focus on customer-centricity, you'll lead and grow our CS team, owning retention, onboarding quality, and team performance. You'll define what great looks like, bring structure to the customer journey, and work cross-functionally to ensure every operator gets maximum value from arenaflex. What You'll Do As the Head of Customer Success, you'll be responsible for: * Leading and growing our CS team (currently 5 people with room to grow) * Owning customer retention and success outcomes across all accounts * Designing and scaling onboarding, check-ins, and lifecycle processes * Creating systems to track customer health and surface expansion opportunities * Building clear reporting across CS performance, usage, and revenue impact * Owning tooling and workflow decisions * Representing the customer voice internally and contributing to product direction * Getting hands-on with customers early to build empathy and model excellence What You'll Bring To succeed in this role, you'll need: * Strategic thinking and leadership, with a hands-on approach * Experience leading customer success in a B2B SaaS company * Confidence working across onboarding, account management, and renewals * Proven ability to design and implement CS processes from scratch * Empathy and curiosity—willing to go deep to understand operator needs * Strong communication and collaboration skills across teams * Familiarity with tools like HubSpot, Intercom, and analytics dashboards Preferred Experience While not essential, we're looking for candidates with: * Experience leading CS in a startup or scale-up environment * Experience with Hubspot and Intercom * Managed or mentored teams of 5+ * Familiarity with usage-based SaaS, SMB customers, or vertical SaaS Why Join arenaflex At arenaflex, we offer a collaborative environment where you'll have room to grow and lead. We value honesty, humility, and responsibility, and encourage everyone to contribute ideas and take ownership. As a part of our team, you'll shape how we serve and grow with our customers in a fast-moving market. Location We're remote-first with a distributed team across the UK and Europe. This role would ideally be based in Northern Ireland to enable easier collaboration with the leadership team, but we're open to the right candidate elsewhere in the UK or EU. What We Offer As a valued member of our team, you'll enjoy: * Competitive salary * Remote work – with Belfast office access * Private health insurance for you and your family * Pension plan * 35 days annual leave * Share options, Apple laptop, and WFH budget * In-person meetups and team retreats Next Steps If you're passionate about customer success and want to join a fast-growing team, apply by 27 July 2025. We're reviewing applications as they come in and will be in touch quickly if it looks like a match. Apply now and take the first step towards driving growth and retention at arenaflex! ```html

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