Strategic Enterprise Customer Success Manager – Augmented Reality Solutions & Business Growth Partner

About arenaflex – Pioneering Augmented Reality for Industry

arenaflex is at the forefront of the next wave of industrial transformation. By blending cutting‑edge augmented reality (AR) work instructions with real‑time remote assistance, arenaflex empowers manufacturers in aerospace, aviation, medical technology, and related sectors to achieve unprecedented levels of productivity, safety, and service quality. Our flagship platform, arenaflex’s WorkLink, is the first enterprise‑ready knowledge hub that unites AR‑driven guidance with collaborative support, delivering measurable ROI through faster onboarding, reduced error rates, and streamlined field operations.

Why This Role Matters

As a Strategic Enterprise Customer Success Manager at arenaflex, you will be the trusted advisor who ensures our most valuable customers unlock the full potential of the WorkLink platform. You will guide them from initial onboarding through ongoing adoption, strategic business reviews, and expansion initiatives. Your success will be measured by the health of your portfolio, the depth of customer relationships, and the tangible business outcomes you help your clients achieve.

Key Responsibilities

• Primary Point of Contact: Own the post‑sales journey for a strategic portfolio of enterprise accounts, serving as the single source of truth for onboarding, program management, and commercial activities.
• Consultative Advisory: Deliver best‑practice guidance, value‑focused reviews, and roadmap recommendations that align arenaflex’s platform with each customer’s long‑term business objectives.
• Proactive Engagement: Conduct regular training sessions, health checks, and executive business reviews to ensure customers are fully leveraging AR capabilities.
• Data‑Driven Insight: Analyze usage metrics, feedback loops, and industry benchmarks to identify adoption gaps, upsell opportunities, and risk indicators.
• Customer Advocacy: Champion customer needs internally, coordinating cross‑functional teams (Product, Engineering, Sales, Support) to resolve challenges and drive product enhancements.
• Risk Management: Monitor health scores, develop mitigation plans, and proactively address churn signals before they materialize.
• Strategic Expansion: Identify and nurture expansion pathways, collaborating with the Sales organization to secure renewal and growth contracts.
• Travel & Relationship Building: Visit key accounts quarterly (or as needed) to deepen relationships, conduct on‑site workshops, and represent arenaflex at industry events.
• Documentation & Reporting: Maintain accurate records of interactions, success plans, and outcomes in CRM tools, ensuring transparency and data integrity.

Essential Qualifications

• Minimum 4 years of full‑lifecycle Customer Success experience, preferably within SaaS or enterprise technology environments.
• Bachelor’s degree or equivalent professional experience.
• Demonstrated proficiency with collaboration and workflow tools such as SharePoint, Excel, GSuite (Slides, Docs), Figma, HubSpot, Zendesk, and Atlassian suite (Jira, Confluence).
• Exceptional interpersonal skills with a proven ability to build authentic, executive‑level relationships and navigate complex stakeholder landscapes.
• Strong analytical capabilities—able to interpret data trends, surface insights, and translate them into actionable recommendations that drive customer value.
• Outstanding verbal and written communication, including experience presenting to both small teams and large audiences.
• Solid understanding of the SaaS sales lifecycle, renewal processes, and net/gross retention metrics.
• Ability to simplify highly technical concepts for non‑technical audiences, ensuring clarity and confidence across all user levels.
• Willingness to travel to customer sites and industry events on a regular basis.
• Proven track record of forecasting, meeting, and exceeding retention and expansion targets.
• Excellent project management and time‑management skills, with the capacity to orchestrate multiple internal and external teams simultaneously.

Preferred Qualifications

• Background in account management, consulting, product training, enablement, project management, or change management.
• Experience delivering SaaS solutions to manufacturing, field services, construction/engineering, automotive, or aerospace/defense sectors.
• Familiarity with standard integration practices (SSO, enterprise systems, APIs) and the ability to coordinate technical deployment activities with customer IT teams.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping clients succeed and a relentless focus on delivering measurable business outcomes.
• Strategic Thinking: Ability to see the big picture, align technology with business goals, and craft long‑term success plans.
• Problem‑Solving: Proactive identification of obstacles and creative development of solutions that add value.
• Collaboration: Strong teamwork orientation, comfortable working across product, engineering, sales, and support functions.
• Adaptability: Thrive in a fast‑paced, evolving environment where priorities shift and new technologies emerge.
• Data Literacy: Comfort with dashboards, KPIs, and analytics tools to drive evidence‑based decision making.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Strategic Enterprise Customer Success Manager, you will have access to:

• Mentorship from senior leaders in the Customer Success organization.
• Continuous learning programs covering advanced AR technologies, enterprise SaaS strategies, and industry‑specific best practices.
• Opportunities to lead cross‑functional initiatives, influencing product roadmap and go‑to‑market strategies.
• A clear career ladder that can lead to Senior Customer Success Manager, Customer Success Director, or Product Enablement leadership roles.

Culture & Work Environment at arenaflex

Our culture is built on three pillars: Innovation, Impact, and Inclusion. We celebrate curiosity, encourage bold ideas, and empower every employee to make a difference. arenaflex offers a flexible work model that blends remote collaboration with occasional on‑site immersion, fostering a balanced lifestyle while maintaining high‑energy teamwork. Diversity of thought is a core strength, and we are committed to creating an environment where every voice is heard and valued.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that reflects the expertise you bring to the role. While exact figures are tailored to experience, you can expect:

• A base salary aligned with market benchmarks for senior customer success professionals.
• Eligibility for an annual performance‑based bonus of up to 20% of base compensation, plus commission tied to expansion and renewal achievements.
• Comprehensive health, dental, and vision plans, with flexible spending accounts.
• Retirement savings options with company matching contributions.
• Generous paid time off, parental leave, and flexible work‑hours to support work‑life harmony.
• Professional development stipend, certification reimbursements, and access to industry conferences.
• Wellness programs, employee assistance resources, and a vibrant internal community.

Commitment to Fair Hiring Practices

arenaflex is an equal‑opportunity employer. We celebrate diversity and are dedicated to creating an inclusive workplace. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Ready to Shape the Future of Industrial AR?

If you are a strategic thinker with a passion for emerging technologies, a track record of driving customer success, and a desire to work with visionary enterprises, we want to hear from you. Join arenaflex and become a catalyst for transformative change across the world’s most innovative manufacturers.

Apply Now – Become a Strategic Enterprise Customer Success Manager at arenaflex