Experienced Digital Customer Success Partner - UK & DACH

Join arenaflex in shaping the future of collaborative learning and employee growth

Are you a seasoned Customer Success professional with a passion for the digital industry and a knack for driving business impact? Do you thrive in a fast-paced, results-oriented environment where no two days are the same? Look no further! arenaflex is seeking an experienced Digital Customer Success Partner to join our UK and DACH teams, where you'll play a key role in supporting our clients' digital training strategies and driving growth through collaborative learning.

About arenaflex

arenaflex is a leading provider of collaborative learning solutions, empowering companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. arenaflex powers the future of work at 1,700 organizations, and we're committed to making learning inclusive for everyone.

Your Role

As a Digital Customer Success Partner, you'll be responsible for supporting our clients in their digital training strategy through the 360Learning platform. You'll lead the setup and support for clients across our UK and German markets during the launch of their new collaborative learning software. Your main goals will be to:

• Ensure the renewal of contracts by coordinating the different resources (technical, educational, etc.) made available
• Ensure the business impact of our solution is in line with the client's business objectives
• Work closely with the EMEA account management team to ensure client KPIs are met
• Create and develop processes to handle a one-to-many approach, reporting, and communication processes

Your Journey with arenaflex

Within the first month, you'll:

• Master our product and Convexity corporate culture
• Familiarize yourself with the processes and tools used by our CS team
• Participate in your first customer meetings with other CSMs from our team

Within the second month, you'll:

• Host your first meetings with customers and get feedback from your peers
• Start new projects with new clients
• Participate in regular Discovery Meetings with customers to identify the features that will impact your customers' success

Within the fourth month, you'll:

• Define the learning transformation roadmap with the client and identify the resources needed to achieve them
• Activate and build a digital strategy for your book of business spanning Germany and the United Kingdom, including outbound campaigns, inbound ticket management, and hosting webinars
• Define planning of the initiatives on the solution
• Identify and document customer use-cases
• Develop a relationship of trust between the client and arenaflex, particularly by having direct contact with top management teams
• Work with the Account Managers to identify new project opportunities to grow your book of business

Within the twelfth month, you'll:

• Reduce churn by identifying customers at risk and implementing an action plan
• Identify and record in our CRM SFDC strong leaders within the client's team
• Develop and share good business practices with the entire Client Success Team

The Skills Set

To succeed in this role, you'll need:

• At least 2 years of experience in a Customer Success position, ideally in the SaaS industry
• Fluent proficiency in English and German
• Proactive and prefer working in a results-oriented culture
• Capability to prioritize and manage a large portfolio of clients
• Ability to express your ideas through data in a clear and concise manner, both in writing and orally
• Strong interest in the digital industry, education, and e-learning in particular

What We Offer

* Compensation: Package includes base salary, a variable component, and equity

• Benefits: Health Benefits - Medical, Vision, Dental, Life, Accidental Death & Personal Loss, and Disability coverage, Employee Care Line
• Balance: Flexible hours, Total work from home possible anywhere in the UK
• Diversity, Equity, and Inclusion: We have 6 active ERGs, including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity
• Corporate Social Responsibility: Review our CSR Charter
• Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture

The Interview Process

Our interview process typically consists of:

• Phone screen with our recruiter
• Discovery meeting with a member of the CSP DACH team
• Case study with the Digital CSP Coach and CSP Coach UK team
• Clarification meeting with a Customer Success Manager
• Cultural Fit interview with our Chief Customer Officer
• Offer!

Get Ready

Before applying, we recommend reviewing our Knowledge Base to get a better understanding of our product, processes, and culture.

Join arenaflex Today!

If you're a motivated and results-driven Customer Success professional looking for a new challenge, we encourage you to apply for this exciting opportunity. arenaflex is an equal opportunity workplace, and we're committed to making learning inclusive for everyone. Apply for this job