Director, Customer Success Management – Lead High-Performing Teams and Drive Customer Outcomes in a Fast-Growing SaaS Company
At arenaflex, we're revolutionizing the restaurant industry with our innovative cloud-based platform, providing a centralized solution for accounting and back-office operations. Our culture is built on empowering team members to deliver exceptional results while continuously elevating their skills. We're committed to being "Best in Class" and strive to create an environment where our team members can grow and thrive. We're seeking an experienced and strategic Director of Customer Success Management to lead our Customer Success team. This role is perfect for a leader who is passionate about building high-performing teams, deepening customer relationships, and operationalizing success at scale.
How You'll Add Value:
As the Director of Customer Success Management, you'll be responsible for leading a team of Customer Success Managers (CSMs) who drive customer outcomes, satisfaction, retention, and growth. Your key responsibilities will include:
Leadership & Team Management:
Hire, onboard, mentor, and retain a team of high-performing 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 Be Successful in This Role:
To succeed 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 offer a comprehensive compensation package, including:
- Salary range: $144,720-$217,080 + Bonus
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
About arenaflex:
arenaflex is an equal opportunity employer, committed to creating a diverse and inclusive work environment. We're passionate about empowering our team members to deliver exceptional results while continuously elevating their skills.
How to Apply:
If you're a motivated and experienced leader who is passionate about customer success, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Join our arenaflex team and be part of a dynamic and innovative company that's revolutionizing the restaurant industry! Apply for this job