Experienced Full Stack Customer Success Advocate Senior – Web & Cloud Application Development

Join arenaflex, a leading global technology company, as we ignite business growth by connecting people, data, and applications – quickly, securely, and effortlessly. As a Customer Success Advocate Senior, you will play a critical role in driving revenue retention and growth for our Inside and Mid-Market customer base. If you're a seasoned professional with a passion for delivering exceptional customer experiences, we want to hear from you.

About arenaflex

arenaflex connects the world by harnessing the power of technology to drive business growth. Our team is committed to building a culture of teamwork, trust, and transparency, where everyone has the opportunity to thrive and make a lasting impact. We're not just a company – we're a community of innovators, thinkers, and doers who are shaping the future of technology.

The Role

As a Customer Success Advocate Senior, you will be a subject matter expert on a specific topic or process, providing insight and review to team members. You will also participate in an active mentorship program, either on your own team or peer team, to support the growth and development of new hires and select Customer Success Advocates. Your responsibilities will include:

• Subject Matter Expertise: Act as a subject matter expert on a specific topic or process, providing insight and review to team members, including presenting in regional and all-hands discussions and to leadership.
• Mentor/Training/Coaching Expectations: Participate in an active mentorship program, either on your own team or peer team, to support the growth and development of new hires and select Customer Success Advocates.
• Project-Based Activity: Engage in ad-hoc projects as required to showcase analytical and problem-solving skills, providing valuable feedback to the CS ecosystem or leadership.
• Account-Based Activity: Lead CS engagement on high-interaction accounts, requiring daily intervention, meetings, customer, and sales-facing requests.
• Handles Complex Renewal and Upgrade/Upsell Opportunities: Manage highly complex renewal and upgrade/upsell opportunities with little to no input or assistance from management or peers.
• Escalation Management: Manage escalation as part of individual base of accounts or team when additional assistance is required.
• Timely Management of Activity Parameters: Manage all activity parameters (e.g., Gainsight) to ensure Customer Success objectives are clearly met, utilizing health indicators to proactively address relevant issues with customers.
• Complex Account Base Mix: Manage a complex account base mix, including accounts that require higher touch/complexity level (e.g., accounts billing >10K).
• Implement Customer Success Plans: Implement Customer Success Plans and identify and qualify opportunities for expansion with partnership with Sales as necessary.
• Implement Revenue Retention and Growth Strategies: Implement revenue retention and growth strategies, executing repeatable, consistent renewal and MAC methodology, month over month.
• Manage Risk to Customer's Success: Manage risk to Customer's success by identifying root causes and protecting revenue by churn and disconnect mitigation, timely rerate/renewal of expired contracts, as well as billing credit mitigation.

What We Look For in a Candidate

* 5+ years of customer success or account management experience

• Experience managing Inside and/or Mid-Market accounts
• Ability to manage accounts end-to-end without intervention from Sales counterparts (e.g., CS Only accounts)
• Ability to meet stated targets (Retention, MRR, Write-down, Gainsight activity) consistently
• Ability to manage a robust funnel of Retention, Product Migration, and MAC opportunities, as well as keeping the funnel managed and cultivated month over month
• Education: Bachelor's degree in a related field (Marketing, Sales, Business Admin, Communications, Telecom, etc.) or commensurate experience

Compensation

arenaflex offers a comprehensive compensation package, including a competitive base salary range, depending on location. The salary ranges are as follows:

• $62,843 - $83,790 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.
• $65,993 - $87,980 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
• $69,132 - $92,169 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.

Benefits and Perks

arenaflex offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits, and other perks that enhance your physical, mental, emotional, and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives, and/or sales compensation) as you move through the selection process.

Learn More About arenaflex

* Benefits

• Bonus Structure

What to Expect Next

If you're a motivated and experienced professional looking to drive revenue retention and growth for our Inside and Mid-Market customer base, we want to hear from you. Apply now to join our team at arenaflex.

Equal Employment Opportunities

arenaflex is committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments, or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Apply Now

Apply Job! Apply to this Job Apply for this job