Experienced Customer Success Manager – Journey Management Platform

At arenaflex, we're on a mission to make the customer journey the most powerful business tool there is. As a Customer Success Manager, you'll play a key role in driving the success of our customers by ensuring they adopt and realise value from our journey management platform. This is an exciting opportunity to join a fully remote B2B SaaS organisation that's growing rapidly and making a significant impact in the industry.

About arenaflex

arenaflex is a leading journey management platform that's revolutionising the way businesses approach customer journeys. Founded in 2019, we've quickly become the go-to solution for renowned enterprise organisations such as Cisco, Ford, Johnson & Johnson, Home Depot, and Polestar. With a global team of 80 arenaflexers representing over 30 nationalities across 20 countries, we're just getting started. In March 2024, we announced our latest funding round worth $34 million, taking our total investment to just under $50 million. Our angel investors include executives from Intercom, Miro, OpenAI, Amplitude, Slack, Airtable, and more. We're proud of our achievements and excited about the future.

Role Overview

As a Customer Success Manager at arenaflex, you'll be responsible for managing a portfolio of mid-market to smaller enterprise customers, ensuring high adoption, retention, and satisfaction. You'll work closely with stakeholders across your accounts to promote adoption, deliver value, and support retention and growth initiatives. The role balances relationship management, execution of customer success best practices, and day-to-day impact across your customer base.

Key Responsibilities

* Own a portfolio of mid-market to smaller enterprise customers, ensuring high adoption, retention, and satisfaction.

• Conduct Executive Business Reviews (EBRs) and regular check-ins to demonstrate ROI and business impact.
• Execute success plans that align arenaflex's platform with customer objectives.
• Serve as a trusted point of contact, supporting customers in realising value from arenaflex.
• Monitor customer health metrics and proactively address risks to prevent churn.
• Own renewals and conduct negotiations on terms and pricing accounts in your book of business.

Growth & Expansion Support

* Identify potential expansion opportunities within your accounts and independently manage upsell and cross-sell conversations through to close.

• Multithread within customer organisations to increase engagement across teams.
• Collaborate with Product to gather and share customer feedback.
• Partner with Marketing to support the development of customer success stories and advocacy.

Process & Collaboration

* Apply and continuously improve customer success best practices to enhance efficiency and outcomes.

• Collaborate with Sales, Product, and Marketing teams on customer strategies and feedback loops.

Key Competencies

* Strong communication and stakeholder engagement skills.

• Ability to manage relationships across multiple teams within customer organisations.
• Proficiency in customer success metrics and value-based communication.
• Skilled in renewals, expansion identification, and risk mitigation.
• Adaptable and collaborative in a fast-paced, evolving start-up SaaS environment.
• Experience with Salesforce.

Success Metrics

* Retention and expansion outcomes across your portfolio.

• Active engagement and multithread with key customer stakeholders.
• Contributions to internal process improvement and cross-functional collaboration.

Who You Are and Preferred Qualifications

* You have 2–5 years of experience in Customer Success within B2B SaaS.

• You have a track record of managing customer relationships and driving adoption and retention.
• You excel at aligning customer needs with product value and delivering compelling narratives.
• You enjoy working cross-functionally and thrive in a fast-paced environment.

Preferred Qualifications

* Experience with journey mapping tools or CX platforms.

• Good exposure to change management methodologies.
• Great understanding of design thinking and service blueprinting.
• At least 2 years of experience in a pre-IPO SaaS company, demonstrating adaptability and a proven ability to thrive in dynamic, multi-faceted roles.

What We Offer

At arenaflex, we're committed to providing a supportive and inclusive work environment that allows our team members to thrive. Here are some of the benefits we offer:

• Competitive compensation and pre-IPO equity – we like to give our team members ownership with our stock package. When arenaflex succeeds, we all succeed!
• Fully remote working with flexible hours – we're staunch advocates for autonomy and flexibility.
• Health Insurance benefit – at arenaflex, our team's health and wellbeing are a priority. We include tailored support for every employee, regardless of location.
• Flexible holiday days – We love what we do and equally love taking a break. You'll have a minimum of 25 days of paid holiday per year (pro rata), in addition to public holidays and an extra three days during our annual company-wide winter shutdown in December.
• Learning and Development budget – we encourage everyone to take ownership and invest in their growth and development, providing financial support to benefit you in your role and career.
• Wellbeing budget – nurture your mind and body. We'll support you in looking after you, whether it's meditation, mindfulness, or a yoga/gym membership.
• Paid parental leave – we'll ensure financial support and time off for you to bond with the newest little members of your family (6 months for the primary carer, and 6 weeks for the secondary carer – fully paid). We provide paid childcare leave when you need to take time out to help your little one recover.
• Home office or co-working support – choose your ideal workspace with our home office or co-working budget. Whether you prefer the comfort of your home office or the collaborative atmosphere of a co-working space, we've got you covered.
• Company events – we regularly connect in-person to strategise, reflect or simply have fun. Our most recent company retreats were held in Spain, Portugal, and France.
• Latest tech & tools – MacBook Air, Pro or laptop, we want you to have the equipment that you're most comfortable with. We use tools such as Gather, Slack, Notion, Loom, G:Suite, and naturally arenaflex to work collaboratively and asynchronously.

About arenaflex's Core Values

Our core values are the driving force behind every decision we make. We 'Journey together' along a path of collaboration and synchronization. In everything we do, we 'Own it', never shying away from taking action or making decisions. Our 'Cloaks off' mentality ensures that transparency and integrity reign supreme. Moreover, 'Customer Fueled' innovation is at the heart of our work, as we know that the success of our product is directly linked to how we involve our customers in the process.

Equal Opportunities Employer

arenaflex is an equal opportunities employer. Our customers are diverse, and we believe our organisation should be, too. We nurture an inclusive culture where everyone feels equally important, no matter their background or status. We will never discriminate on the grounds of gender, civil status, family status, sexual orientation, religion, age, disability, education, or race.

How to Apply

If you're passionate about customer success and want to join a dynamic team that's making a real impact, we'd love to hear from you. Please submit your application through our website, and we'll be in touch soon. Apply for this job