Experienced Customer Success Manager – Driving Long-Term Success for arenaflex Enterprise Customers

At arenaflex, our mission is to revolutionize the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily. Our employees are experts in the employee experience, workforce communications, and technology. Joining arenaflex means joining a movement to make work better for every worker. As the world’s first intelligent communication platform, arenaflex meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote, and retain their talent. Our movement has taken root and is evident in our world-class customer base. Now we need your help. Ready to make a difference in the world?

Our Values

At arenaflex, we believe in a culture of ownership, leadership, and teamwork. Every employee is an owner with responsibility and credit for our progress. Leadership is in our build, and we see change as a catalyst for improvement. We win as a team, committed to helping our coworkers and customers thrive.

Job Summary

The Customer Success Manager position is an integral part of arenaflex’s long-term relationship with its global Enterprise customers. The successful candidate will be responsible for guiding assigned customers through the customer journey, ensuring they meet predefined milestones and positive business outcomes. This role requires a passion for working in an entrepreneurial and fast-paced environment, with a focus on delivering exceptional customer experiences and driving long-term success.

Responsibilities

* Guided Customer Journey Management: Guide assigned customers through the customer journey, ensuring they are on track to meet predefined milestones and positive business outcomes. Collaborate with customers to create actionable plans and prescriptive tasks, providing guidance and support throughout the journey.

• Trigger Response and Play Execution: Monitor customer progress and health for triggers indicating potential deviations from the journey goals or risk of churn. Execute predefined plays in response to specific triggers, such as proactive outreach, additional training, or escalation to internal teams, to mitigate risks and realign customers toward success.
• Cross-functional collaboration and Account Risk Escalation Management: Work closely with internal teams (e.g., Support, Engineering, and Product) to coordinate customer activities and ensure a seamless experience throughout the journey. Escalate and manage complex customer issues, facilitating resolution and ensuring customer satisfaction.
• Value Optimization and Customer Enablement: Partner with Business Value Consultants to iterate on the blueprint for success, evolving business objectives, and actionable steps throughout the customer journey. Provide ongoing education and enablement to empower customers to leverage arenaflex to its fullest potential, driving long-term success and maximal value.
• Renewal Rate Focus: Work to ensure high customer satisfaction, health, and overall success to drive renewals and positively impact the Gross Retention Rate (GRR). Coordinate with the Account Management team to facilitate smooth renewals and identify expansion opportunities, fostering long-term customer relationships and loyalty.

You May Have

* Education: Bachelor’s Degree in Business Administration, Communications, or similar field of study, or commensurate professional experience.

• Experience: Three or more years of experience in customer-facing roles in Customer Success or Professional Services within a B2B SaaS company.
• Operational knowledge: Operational knowledge of internal communication and HR technology domains, including Microsoft 365, Sharepoint, Teams, Intranets, HRIS like Workday, PeopleSoft, and other systems like SSO.
• Demonstrated ability: Demonstrated ability to manage individual and engagement-wide scope of work.
• Prior experience: Prior experience successfully supporting customers with onboarding, renewals, and expansion processes.
• Proven track record: A proven track record of meeting with senior management and executives as the subject matter expert.
• Strong communication: A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues.
• Collaboration: Ability to collaborate internally with multiple teams and be the voice of the customer.
• Project management: Strong project management skills and proven ability to execute against a defined methodology and deliver projects within scope, budget, and timeline.

Why arenaflex?

Because you care – about people, the work you do, and the connections you make. Work is such a large part of life; it only makes sense to make it awesome. If you want to engage brilliant minds in a high-growth and inclusive environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind, you could be a perfect fit.

What We Offer

* An excellent PTO program

• Great health benefits
• A casual and friendly environment
• Remote work
• A leadership team who truly believes in your growth – both personally and professionally

Equal Employment Opportunity

arenaflex is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.

How to Apply

If you are a motivated and experienced Customer Success Manager looking for a new challenge, please submit your application through the link below. Apply for this job