Experienced Senior Customer Success Manager – ediscovery

Join arenaflex, a leading provider of innovative solutions in the ediscovery industry, as we seek an experienced Senior Customer Success Manager to drive customer success and growth.

About arenaflex

arenaflex is a pioneering company in the ediscovery industry, dedicated to delivering cutting-edge solutions that empower our customers to achieve their goals. With a strong focus on customer success, we strive to build long-lasting relationships with our clients, providing them with the support and expertise they need to succeed. Our team is passionate about innovation, collaboration, and excellence, and we're committed to creating a work environment that fosters growth, learning, and fun.

Job Overview

The Customer Success Management Team at arenaflex plays a critical role in supporting our customers in meeting their goals using our suite of products. As a Senior Customer Success Manager, you will be responsible for creating annual account plans to document and provide both customer and arenaflex goals for each specific customer. You will work closely with teams across the business to achieve these goals and create cross-organizational clarity on progress, outcomes, and challenges while advocating for shared value.

Your Role in Action

As a Senior Customer Success Manager, your key responsibilities will include:

Create Shared Value

+ Understand the return on investment (ROI) your accounts expect to receive from their arenaflex subscription and, in collaboration with the assigned Account Executive, build Success Plans to ensure this ROI is achieved. + Identify and record “Verified Outcomes” (wins) when ROI is confirmed by the account. + Plan and deliver Executive Business Reviews to align with account and arenaflex leadership on achieved and targeted ROI. + Represent the customer’s voice back to arenaflex, proactively utilizing “feedback loop” processes to foster a company-wide culture of customer success. + Regularly analyze customer usage and account health to reduce any renewal risk or product churn while identifying potential up-sell opportunities.

Mentor and support junior team members

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Innovate New Success Motions

+ Work with Customer Success leadership teams to help build new offerings and playbooks. + Propose and create new repeatable playbooks to address newly identified ROI opportunities and utilization blockers.

Orchestrate Across Departments

+ Project manage complex plans, such as onboarding new products across geographies or enabling account success with non-standard use cases. + Engage accounts with arenaflex subject matter experts and executives to address concerns and build deep, multi-threaded engagements.

Your Skills

To succeed in this role, you will need:

• 7 years of customer-facing support in the software industry
• 5 years of litigation support experience (arenaflex Administrator experience preferred)
• Expertise managing key accounts in a customer-facing role
• Experience in the software technology sector
• Proven success independently managing complex projects
• Excellent business writing and presentation skills
• Enjoy working as part of a team in a collaborative environment
• Robust consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth

Why Join arenaflex?

* Career Growth Opportunities: arenaflex offers a dynamic and supportive work environment that fosters growth, learning, and career advancement.

• Learning Benefits: We invest in our employees' professional development, providing opportunities for training, mentorship, and networking.
• Work Environment: Our office is designed to promote collaboration, creativity, and well-being, with a focus on work-life balance.
• Compensation and Perks: arenaflex offers competitive compensation, comprehensive benefits, and a range of perks to support your physical and mental well-being.
• Industry Leadership: Join a company that is shaping the future of the ediscovery industry and making a meaningful impact on our customers' success.

How to Apply

If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and achievements. We can't wait to hear from you!

Location

This role is based in the Sydney, Melbourne, or Brisbane areas, with the option to work remotely. We're committed to creating a flexible and inclusive work environment that supports our employees' needs and preferences.

Apply Now

Don't miss this opportunity to join arenaflex and drive customer success and growth in the ediscovery industry. Apply now to become a part of our dynamic team! Apply for this job