Experienced Full Stack Principal Customer Success Manager – Strategic (Remote) at arenaflex

Are you a seasoned customer success professional with a passion for driving growth and profitability in complex, high-value accounts? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! arenaflex is seeking an experienced Full Stack Principal Customer Success Manager to join our growing team and help us accelerate our customers' success.

About arenaflex

arenaflex partners with the world's leading companies to accelerate growth and profitability, advance innovation, and build more prosperous communities. Our powerful, cloud-based, AI-powered pricing, selling, and prescribing solutions empower global manufacturers and distributors to manage, optimize, and digitize their end-to-end commercial processes. But we offer so much more than software. Our proven, repeatable process, and passionate, experienced people accelerate value and drive profitable, unrivaled business outcomes for our customers.

The Opportunity

As a Principal Customer Success Manager at arenaflex, you will be a key player in our Customer Success team, responsible for managing complex, high-value accounts and driving adoption, value realization, and alignment with our customers' long-term business strategy. You will work closely with senior leaders and decision-makers across various business units and geographies to ensure a unified and strategic approach.

Key Responsibilities:

* Account Complexity Management: Manage highly complex accounts involving multiple solutions, stakeholders, and geographies. Drive coordination across business units and projects to ensure a unified and strategic approach.

• Drive Adoption and Value Realization: Lead efforts to ensure customers are fully adopting and realizing maximum value from arenaflex's solutions. Collaborate with internal teams to support customers in achieving their strategic goals.
• Success Planning: Develop and implement joint success plans with customers that map out milestones, desired outcomes, and KPIs, ensuring alignment with the customer's long-term business strategy.
• Risk Mitigation: Develop and implement strategies to mitigate risk to renewals. Working cross-functionally to align resources.
• Best Practices Sharing: Act as a trusted advisor, sharing industry best practices and insights across the customer's business units and geographies to optimize solution usage.
• Customer Advocacy: Serve as the customer's advocate within arenaflex, influencing product development and driving internal alignment to address customer needs.
• Data-Driven Insights: Monitor and report on key customer health metrics (e.g., usage, value realization, customer satisfaction, churn risk) to proactively identify risks and opportunities.
• Cross-sell Expansion: Identify expansion opportunities, aligning additional arenaflex solutions with the customer's evolving business needs.
• Thought Leadership: Provide strategic guidance and thought leadership to customers by staying informed about industry trends and emerging business challenges.
• Coaching and Mentorship: Mentor and coach junior CSMs, providing strategic guidance to help them manage less complex accounts effectively.
• Other duties as assigned.

The Skill Set

To succeed in this role, you will need:

• Minimum 7 years of experience in Customer Success or a related role managing complex customer accounts at a strategic level.
• Experience with pricing, quoting, rebate, or analytics solutions in a B2B environment: Able to articulate value propositions and integration into business processes.
• Commercial Business Processes: Able to demonstrate an understanding of commercial processes such as quote to cash, list pricing, dynamic pricing, etc.
• Sales/Account Management Process Proficiency: Demonstrated proficiency with sales methodologies such as Challenger Sale, ForceManagement, MEDDPICC, or similar techniques.
• Project Governance Knowledge: Understanding of the principles of effective Project Governance, especially as it relates to complex software implementation.
• Business Systems Integration: Able to understand the principles of business systems interaction through integration and data transformation.
• Vendaflex Solutions: Willingness to learn business process and technical use cases as they relate to Vendaflex solutions.
• Enterprise Account Management: Experience managing large enterprise customer relationships (>$1 Billion in Revenue and global presence).
• Strong experience with SaaS software solutions. Familiarity with pricing or CPQ solutions is a plus.
• Demonstrated ability to engage and build relationships with customer executives and key decision-makers.
• Experience managing accounts that span multiple geographies and business units, driving consistency in outcomes.
• Proficient in using data to derive insights, track performance, and drive meaningful conversations with customers.
• Willingness to travel up to 10% and support international time zones.

The Benefits

As a Principal Customer Success Manager at arenaflex, you will enjoy:

• Fully remote based with the flexibility to work from anywhere in the UK
• Flexible working hours
• Working within a team of friendly, skilled people where help is always within reach
• 25 vacation days per year in addition to public holidays
• 4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday
• 16 hours of paid volunteer time per year
• Group Life Insurance
• Income Protection Insurance
• Accident Insurance
• Pension Salary Exchange Scheme
• Optional Medical Insurance
• Travel insurance for business travels
• Cell phone allowance up to £80 per month
• High-end laptop (Dell XPS or Mac)
• Quarterly team events (bowling, boat cruise, after-work)
• Competitive pay and bonus/commission

Additional Information

At arenaflex, we are passionate about helping our customers deliver the right products, at the right prices, at the right time, for the right people. We are committed to your growth and invested in your career. Diversity, inclusion, and celebration of community are at our core, and we come together to learn from each other and honor our commitments. If you are a motivated and results-driven professional with a passion for customer success, we encourage you to apply for this exciting opportunity. Join our team and help us accelerate our customers' success! Apply to this Job Apply for this job