Global VP of Customer Success – USA Based: Lead the Charge in Delivering Exceptional Customer Experiences Across Arenaflex
At arenaflex, we're on a mission to revolutionize the way we approach customer success, and we're seeking a visionary leader to join our team as the Global VP of Customer Success. As a key member of our leadership team, you'll be responsible for driving the development and execution of a global customer success strategy that delivers exceptional value to our customers across regions and geographies.
About Arenaflex
Arenaflex is a leading innovator in the field of breast image analysis and machine learning applications, dedicated to improving breast cancer survival rates through early detection and effective treatment. Our product, Transpara, is a cutting-edge solution that has been developed with the highest quality standards and backed by clinical evidence data. We're passionate about making a meaningful impact on global health, and we're looking for like-minded individuals to join our team.
Job Summary
As the Global VP of Customer Success, you'll be responsible for leading a high-performing team of Customer Success Managers (CSMs) to deliver exceptional customer experiences across the globe. You'll develop and execute a global customer success strategy that drives adoption, satisfaction, and long-term value across geographies and customer segments. Your expertise will be instrumental in scaling our CSM team, building frameworks for partner enablement, and driving retention and expansion of Annual Recurring Revenue (ARR).
Key Responsibilities
• Onboarding & Implementation: Ensure timely and high-quality onboarding, including technical installations, system configurations, and training, both direct and through partners.
- Customer Success Strategy: Develop and execute a global customer success strategy that drives adoption, satisfaction, and long-term value across geographies and customer segments.
- Team Leadership: Lead, structure, and scale a global CSM team (currently 7 FTE), including playbooks, tooling, reporting, and coaching to support high-, low-, and tech-touch models.
- Partner Enablement: Build frameworks to equip partners with the knowledge and tools to deliver consistent onboarding, service, and customer success.
- Retention & Expansion: Own the customer lifecycle strategy, with focus on retention, renewals, and expansion of ARR, in close collaboration with Sales and Marketing.
- Cross-functional Collaboration: Act as a strategic connector between customers and internal teams, channeling insights into the Product, Clinical, and Engineering roadmaps.
- Operational Visibility: Define and track key metrics (e.g., install status, time-to-value, support escalations) to drive transparency, accountability, and continuous improvement.
Job Requirements
You bring an entrepreneurial mindset and a strong sense of ownership, and have a track record of building high-impact alliances and deep expertise in scaling global customer success functions. You are passionate about driving measurable outcomes and have the leadership to inspire cross-functional teams around a shared vision of customer value. Furthermore, you have:
- 5+ years of experience in Customer Success or post-sales leadership experience
- Proven success scaling CSM teams in a SaaS, MedTech, or HealthTech environment
- Demonstrated success leading global teams and supporting international customer bases across regions and cultures
- Track record of delivering measurable impact through NPS improvement, retention gains, and ARR growth
- Skilled in building scalable processes, playbooks, and systems to support rapid growth
- Strong understanding of enterprise and partner-led customer lifecycles
- Strategic thinker with a hands-on, collaborative leadership style and operational discipline
Preferred Qualifications
• Experience in digital mammography workflows and radiology IT environments
- Familiarity with DICOM standards and clinical use of PACS, including setup, configuration, and troubleshooting in clinical settings
- Knowledge of breast cancer screening or diagnostic imaging workflows
- Background working with AI-enabled medical technologies or decision support tools
What We Offer
At arenaflex, we're committed to creating a work environment that fosters growth, innovation, and collaboration. As a member of our team, you'll have the opportunity to:
- Work with a talented and passionate team dedicated to making a meaningful impact on global health
- Develop your skills and expertise in a fast-paced and dynamic environment
- Contribute to the development of cutting-edge solutions that improve breast cancer survival rates
- Enjoy a comprehensive benefits package, including health insurance, retirement plan, and paid time off
- Participate in professional development opportunities, including training, mentorship, and conference attendance
- Collaborate with cross-functional teams to drive business growth and innovation
How to Apply
If you're a motivated and results-driven leader with a passion for customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you!
Contact Us
Questions about the contents of the vacancy or the recruitment process at arenaflex? Please send an email to [[email protected]](mailto:[email protected]). Apply for this job