Experienced Manager, Strategic Customer Success - Drive Business Growth and Retention for arenaflex's High-Value Clients
At arenaflex, we empower the people who run physical operations with innovative tools to make their work safer, more productive, and more profitable. Our cutting-edge platform provides complete visibility and control, automating and simplifying tasks for our customers across various industries. With a strong focus on customer success, we're seeking an experienced Manager, Strategic Customer Success to lead our remote, US-based team in driving business growth and retention for our high-value clients.
About arenaflex
arenaflex serves more than 100,000 customers, from Fortune 500 enterprises to small businesses, across a wide range of industries. Our mission is to revolutionize the way physical operations are managed, and we're committed to delivering exceptional customer experiences through our suite of solutions. Visit [www.arenaflex.com](http://www.arenaflex.com) to learn more about our company and the impact we're making.
About the Role
As a Manager, Strategic Customer Success, you will be responsible for owning career development, recruiting efforts, account-level strategy, retention, and upsell targets for our remote, US-based team. You will collaborate with Directors of Strategic Accounts and Regional Vice Presidents, along with other departments, to ensure our Customer Success Managers (CSMs) effectively help our most valuable customers achieve business success through arenaflex's suite of solutions.
Key Responsibilities
* Lead a team of 6-9 Strategic Customer Success Managers to exceed their retention goals for a portfolio of high-value, high-complexity strategic accounts.
- Develop and constantly iterate playbooks that drive outcomes for arenaflex's strategic clients.
- Leverage data and analytics to advocate for the client base, care for team performance, and accurately forecast the business, including net revenue retention and gross retention rate.
- Own advocating for strategic clients with internal stakeholders to drive value and ensure client outcomes are achieved, acting as the voice of the customer within the organization.
- Manage pipeline reviews, escalations, team meetings, and expectations around Executive Business Reviews and Account Planning, with a focus on delivering high-touch, white-glove service to large, key accounts.
- Define and execute tailored success plans to help strategic customers achieve their business objectives, including identifying and formalizing solutions to their biggest challenges.
- Identify and pursue upsell and cross-sell opportunities in collaboration with sales.
- Monitor customer health, proactively mitigate risks, and secure renewals.
- Collaborate with product development, sales, and marketing teams to communicate customer feedback and advocate for improvements that align with client needs.
- Cultivate and manage strong internal and external relationships to ensure our customers' needs are consistently driven forward.
What We're Looking For
* 5+ years proven track record of successfully leading a high-performing Customer Success team in B2B SaaS, with a focus on strategic or enterprise clients.
- Telematics and hardware experience is a plus, but not required.
- Demonstrated ability to lead a team of 6-9 CSMs with Strategic clients, each carrying a book of business over $4M in ARR.
- Execution-focused leader with an emphasis on process excellence, utilizing technology specifically with AI.
- Ability to leverage data to inform decision-making and identify opportunities to service the existing account base better, translating data into actionable insights.
- Collaborative leader that fosters strong internal partnerships with key stakeholders to effectively advocate for clients.
- Strong understanding of growth and retention strategies in B2B environments.
- Excellent communication and presentation skills, with the ability to engage C-level executives and tailor messaging to diverse audiences.
- Experience with change management, motivating and overcoming barriers to significant, transformational change.
- Proven ability to build and maintain strong relationships with customers, understanding their unique needs and driving successful outcomes.
- Demonstrated experience in managing complex internal and external relationships to achieve customer success objectives.
What We Offer
* Competitive salary range: $240,000—$301,000 USD (dependent on location)
- Comprehensive benefits package, including health, pharmacy, optical, and dental care benefits, paid time off, sick time off, short-term and long-term disability coverage, life insurance, and 401(k) contribution
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
Why Join arenaflex?
At arenaflex, we're committed to creating a diverse and inclusive workplace where everyone feels valued and empowered to succeed. We're an equal opportunity employer and welcome people of different backgrounds, experiences, abilities, and perspectives. If you're passionate about customer success and want to join a team that's revolutionizing the way physical operations are managed, apply now to become a part of our arenaflex family.
How to Apply
To apply for this exciting opportunity, please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We look forward to reviewing your application and discussing this opportunity further. Apply To this Job Apply for this job