Experienced Customer Success Manager – Mid Market (Translation & Localization Industry Experience Required)

At arenaflex, we're revolutionizing the way businesses communicate across languages and cultures. As a leader in the translation and localization industry, we're committed to delivering cutting-edge language technology that empowers global organizations to scale their growth and deliver seamless multilingual experiences. We're now seeking an experienced Customer Success Manager to join our Mid Market team, where you'll play a critical role in driving customer satisfaction, retention, and growth.

About arenaflex

arenaflex was founded by Spence and John, who met at Google working on Google Translate and saw the need for better AI-powered translation in the enterprise. Since 2015, arenaflex has focused on building cutting-edge language technology, investing early in Large Language Models to improve translation quality and meet the demands of global organizations. Today, arenaflex's Contextual AI Engine, Connector APIs, and Human Adaptive Feedback deliver accurate, nuanced translation across text, video, and speech in 100+ languages. Integrated with 100+ business systems, arenaflex helps enterprises scale global growth and deliver seamless multilingual experiences.

The Customer Success Team at arenaflex

The Customer Success team at arenaflex is dedicated to ensuring the success and satisfaction of our diverse range of clients utilizing our language services SaaS platform and services. Our team serves as trusted advisors to maximize customer value from our platform. We proactively engage with clients to understand their unique needs, provide workflow consultations, and identify opportunities for expansion and growth. By fostering strong relationships and advocating for clients' interests within the organization, we drive customer retention and foster long-term partnerships. Through continuous education, support, and collaboration, we empower our clients to achieve their global communication goals.

Where You’ll Work

This position can be based out of our Indianapolis, IN office and will be expected to work in the office in a hybrid capacity. Additional locations include the Washington D.C., New York City, and Boston metropolitan areas where you will start as fully remote and then transition to hybrid once offices are opened in those locations.

What You’ll Do

As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of our Mid Market customers. You will serve as the primary point of contact for these customers, building and nurturing strong relationships, providing strategic guidance, and serving as a trusted advisor on product/service usage and best practices. This role is instrumental in driving customer retention and growth, as well as advocating for customers within the organization.

Key Responsibilities:

* Serve as the primary Customer DRI (Directly Responsible Individual) for accounts, owning the end-to-end customer experience and ensuring their success with our platform and services.

• Develop and maintain strong, long-lasting relationships with key stakeholders within customer organizations, serving as a trusted advisor on product usage, best practices, and industry trends.
• Conduct regular calls and Quarterly Business Reviews (QBRs) to review account health, discuss strategic initiatives, and identify opportunities for expansion and growth.
• Proactively identify and pursue opportunities for upselling and cross-selling additional services or features.
• Collaborate closely with Account Executives to align on customer strategy, drive mutual success, and maximize revenue potential.
• Monitor customer health and engagement metrics, proactively addressing any issues or concerns and driving initiatives to improve customer satisfaction and retention.
• Act as the voice of the customer within the organization, gathering feedback, advocating for product enhancements, and ensuring customer needs are addressed.
• Collaborate with Marketing to develop customer stories, gather testimonials, and contribute to case studies and other marketing materials.

Skills and Experience:

* REQUIRED: experience in the translation and localization/language services industry.

• Bachelor's degree in Business Administration, Marketing, or related field.
• 5+ years of experience in customer success, account management, or related roles, preferably in SaaS or language services industry.
• Proven track record of successfully managing customer accounts and driving customer satisfaction, retention, and growth.
• Excellent communication and interpersonal skills, with the ability to build strong relationships and effectively communicate with stakeholders at all levels.
• Empathy and customer-centric mindset, with a genuine desire to understand and meet the needs of customers.
• Strong problem-solving abilities and strategic thinking skills, with a focus on driving results and delivering value to customers.
• Time management and organizational skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
• Collaboration and teamwork skills, with the ability to work effectively across cross-functional teams to drive customer success initiatives.
• Adaptability and flexibility, with the ability to quickly adapt to changing priorities, customer requirements, and business needs.
• Experience in conducting QBRs, delivering presentations, and leading customer meetings.

Benefits:

* Compensation: At market salary with the opportunity to earn on-target earnings (OTE), meaningful equity, 401(k) matching, and flexible time off plus company holidays

• Medical Benefits: Employees receive coverage of medical, dental, and vision insurance, plus FSA/DFSA, HSA, and Commuter benefits. In addition, arenaflex pays for basic life insurance, short-term disability, and long-term disability
• Paid parental leave is provided after 6 months.
• Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle

Why Join arenaflex?

At arenaflex, we're passionate about empowering global organizations to communicate effectively across languages and cultures. We're committed to fostering a culture of innovation, collaboration, and customer-centricity. As a Customer Success Manager at arenaflex, you'll have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences. You'll also have access to cutting-edge language technology, continuous education and training, and a comprehensive benefits package that supports your well-being and career growth.

How to Apply

If you're a motivated and customer-focused professional with a passion for the translation and localization industry, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for this role. We can't wait to hear from you! Apply for this job