Vice President, Customer Success – Global Enterprise EHS Software Provider

At arenaflex, we're on a mission to empower those who transform the way the world works. As a global enterprise EHS software provider, we've been creating industry-leading technology for over 35 years, driven by innovation, domain expertise, and a commitment to integrity. Our comprehensive, human-centered, and secure SaaS platform helps workers and businesses thrive in 100 countries around the world. We're proud of our industry-leading client satisfaction and numerous awards for our strong employee culture and outstanding business performance. If you're passionate about delivering exceptional customer experiences and driving business growth, we invite you to join our team as a Vice President of Customer Success.

What's in it for you?

At arenaflex, we prioritize our employees' well-being and offer a competitive benefits package, including:

• Fair and equitable compensation based on skills, experience, education, and functional expertise
• Comprehensive health benefits, dental plans, fitness allowance, health care spending account, and retirement savings plan
• Flexible work arrangements, including work-from-home options and subsidized internet
• Opportunities for professional growth and development through annual training allowances, internal recruitment, departmental conferences, group training programs, and high-talent programs
• A values-driven, performance-oriented, dynamic, and growth-focused culture that prioritizes employee recognition and social responsibility

Job Description

We're seeking a dynamic and results-driven Vice President of Customer Success to lead and scale our global Customer Success organization. Reporting to the Chief Customer Officer, this person will define and execute a best-in-class Customer Success strategy that drives adoption, maximizes customer value, and ensures long-term retention and growth across arenaflex's global client base. At arenaflex, customer centricity is a core value and a key driver of our success. We only succeed when our customers realize measurable business value from our solutions. This role is pivotal in ensuring that our post-sale journey from onboarding through renewal and expansion is seamless, value-driven, and aligned with our clients' strategic goals.

Primary Responsibilities:

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Leadership and Strategy:

+ Develop and execute a global Customer Success strategy aligned with the company's growth, retention, and customer satisfaction objectives + Establish and refine best practices, frameworks, and methodologies that scale efficiently across customer segments + Drive continuous improvement initiatives – including process optimization and automation + Build and sustain a high-performance, outcome-driven culture focused on long-term customer success and value realization

Team Management:

+ Lead and grow a high-impact global team of Customer Success Managers + Define organizational structure, KPIs, and career development paths to promote excellence and engagement + Mentor and empower team members to success in a fast-paced, customer-centric environment

Customer Experience & Adoption:

+ Own and continuously improve the end-to-end customer journey, ensuring proactive engagement, value delivery, and satisfaction + Build and scale processes including health scoring, QBR frameworks, and playbooks tailored to each customer segment + Serve as sponsor on strategic accounts and lead high-level escalation and retention efforts

Customer Retention and Growth:

+ Own KPIs related to NPS, retention, churn reduction, and price increases + Partner with Sales to drive up-sell, cross-sell, and expansion opportunities within existing accounts + Develop data-driven programs that extend customer lifetime value and deepen customer relationships

Cross Functional Collaboration:

+ Collaborate with Product and Engineering to influence roadmap based on customer feedback + Align with Finance on forecasting, budgeting, and resource planning tied to Customer Success growth metrics + Partner with Marketing to develop content, organize customer events, and coordinate customer communications + Work closely with Professional Services to ensure a great onboarding experience that sets the foundation for long-term success + Collaborate with Customer Support on critical issue escalations to ensure swift resolution and protect customer satisfaction

Requirements & Qualifications:

* 5+ years of experience leading the customer success function in a fast-growing SaaS or software company

• 15+ years of experience with B2B SaaS products, with a proven track record in client-facing roles and the ability to build customer relationships
• Demonstrated track record of building high-performing teams through strategy, data, and operational discipline
• Experience driving improvements in NRR, GRR, and customer health across enterprise and mid-market segments
• Strong understanding of customer journey design, lifecycle management, and health score methodologies
• Expertise in building and optimizing customer-centric teams, processes, and technologies (e.g., Salesforce, ChurnZero, etc.)
• Developed and built a scalable customer success team and business practice
• Consistent focus on continuous improvement and implementing best practices
• Skilled at influencing cross-functional stakeholders, including C-level executives
• Passionate about coaching, mentoring, and building high-performing teams committed to customer-centricity and innovation
• Exceptional data analysis, communication, and presentation skills
• Hands-on, execution-oriented leadership style
• Prior experience in private equity-backed and high-growth environments is preferred

Additional Information:

arenaflex is committed to a diverse and inclusive work environment. We're an equal opportunity employer and do not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. If you require accommodation during the application process, please send an email to [email protected]. If you're passionate about delivering exceptional customer experiences and driving business growth, we invite you to join our team as a Vice President of Customer Success. Apply now to take the next step in your career! Apply for this job