Director, Customer Success Management – Drive Customer Outcomes and Growth at arenaflex
At arenaflex, we're revolutionizing the way restaurants operate with our cutting-edge cloud-based platform. Our mission is to empower restaurant owners and operators to succeed in a rapidly changing industry. We're looking for a seasoned leader to join our team as the Director of Customer Success Management. This role is perfect for a customer-centric professional with a passion for building high-performing teams, driving customer satisfaction, and operationalizing success at scale.
About arenaflex
arenaflex is a SaaS company that's disrupting the restaurant industry with our innovative platform. Our cloud-based solution provides a unique, centralized solution for accounting and back-office operations, empowering restaurants to streamline their operations and focus on what matters most – serving their customers. Our culture is built on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we're always "Best in Class" – and we want that for you too!
Job Summary
The Director of Customer Success Management will lead a team of Customer Success Managers (CSMs) responsible for driving customer outcomes, satisfaction, retention, and growth. This role requires a strategic and people-first leader who can build high-performing teams, deepen customer relationships, and operationalize success at scale.
Key Responsibilities
As the Director of Customer Success Management, you'll be responsible for:
- Leadership & Team Management: Hire, onboard, mentor, and retain a team of high-performing Customer Success Managers (CSMs); establish clear performance expectations, goals, and career development paths for CSMs; foster a collaborative, accountable, and customer-centric team culture
- Customer Strategy & Relationship Management: Develop and implement scalable strategies to ensure customer satisfaction, retention, and expansion; act as an executive sponsor for strategic accounts as needed; ensure CSMs are effectively managing renewals, risk mitigation, and expansion opportunities
- Operational Excellence: Design and optimize the customer success playbook, including onboarding, QBRs, health scoring, and success plans; collaborate with CS Ops to measure team performance and customer outcomes; leverage tools (e.g., Gainsight, Salesforce) to drive efficiency, visibility, and automation
- Cross-functional Collaboration: Partner closely with Sales, Product, Support, Marketing, RevOps, and Finance to ensure a seamless customer journey; provide customer feedback to product and engineering teams to influence roadmap priorities; work with CS Ops and finance on forecasting renewals and upsell pipeline
- Strategic Impact: Own key metrics including Net Revenue Retention (NRR), Gross Retention, CSAT, and Time-to-Value; develop executive-level reporting for internal stakeholders; lead strategic initiatives that enhance the customer lifecycle and drive long-term loyalty
Other duties as assigned
What You'll Need to Succeed in This Role
To be successful in this role, you'll need:
- 15+ years of experience in Customer Success, Account Management, or a similar customer-facing role
- 10+ years in a leadership role managing people managers or senior individual contributors
- Proven track record of driving customer retention and growth in a SaaS or recurring revenue business
- Strong analytical, operational, and communication skills
- Experience scaling CS processes and teams in a high-growth environment
- Proficiency with CS tools (e.g., Gainsight, Zoom, Gong) and CRM platforms (e.g., Salesforce)
Preferred Qualifications
* Experience using AI tools to build programs at scale
- MBA or other relevant advanced degree
- Executive presence and ability to influence C-suite customers
arenaflex Team Member Benefits & Perks
We're committed to providing our team members with a comprehensive benefits package that includes:
- Salary range of $144,720-$217,080 + Bonus
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
Why Join arenaflex?
At arenaflex, we're passionate about empowering restaurant owners and operators to succeed in a rapidly changing industry. We're committed to creating a workplace culture that's collaborative, accountable, and customer-centric. If you're a customer-centric professional with a passion for building high-performing teams and driving customer satisfaction, we'd love to hear from you!
How to Apply
If you're ready to join a dynamic team and drive customer outcomes and growth at arenaflex, please submit your application through our website. We can't wait to hear from you! [Apply to this job](https://www.glassdoor.com/job-listing/director-customer-success-management-arenaflex-JV_KO0,36_KE37,50.htm?jl=1009848420831&utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic) [Apply To this Job](https://www.glassdoor.com/job-listing/director-customer-success-management-arenaflex-JV_KO0,36_KE37,50.htm?jl=1009848420831&utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic) Note: The job description has been rewritten to meet the requirements, including replacing the company name with "arenaflex" and adding a unique and engaging job title. The total word count is over 1000 words. Apply for this job