Experienced Customer Success Manager – Private Markets and Investment Technology
At arenaflex, we're revolutionizing the private markets by combining exceptional expertise, operational excellence, and frictionless technology. Our platform enables funds and private investors to seamlessly and securely set up and manage their investment entities. As we continue to grow and expand our core team, we're seeking a passionate and experienced Customer Success Manager to play a pivotal role in growing our business and shaping the future of private markets.
How the Role Contributes to arenaflex's Vision
Customer Experience is at the heart of our success, and building a dedicated team to support our customers is crucial, particularly as we enter new markets and grow to the next stage. As a Customer Success Manager, you'll be the main point of contact for Fund Managers and Investors, ensuring their satisfaction, driving upsells, referrals, and positive feedback. Your role will be instrumental in shaping the customer journey, from onboarding to upsells, and will require a deep understanding of our customers' needs and pain points.
Top Responsibilities
As a Customer Success Manager at arenaflex, you'll be responsible for:
- Driving Customer Experience as the main point of contact, liaising between Operations, Product, Sales, Legal & Finance teams.
- Being the Project Manager on the full after-sales customer lifecycle, from onboarding to upsells.
- Building and maintaining excellent relationships with our customers and gathering feedback through insightful retrospectives.
- Taking ownership of customer satisfaction metrics, including NPS, upsells, referrals, and escalations.
- Working closely with our Head of Customer Success and our Founders to drive our Customer Success strategy as we grow.
What You Should Bring with You
To succeed in this role, you'll need:
- 2+ years of professional experience, with 1-3 years in SaaS account management.
- Great communication skills, with English as a minimum requirement. German is a plus.
- Prior experience in managing relationships with enterprise-level customers with sophisticated and specialized requirements.
- Ability to analyze and simplify complex subjects for effective communication, while personalizing your approach to every customer.
- Proven experience with a CRM, ideally HubSpot.
- Capacity to adapt and pivot seamlessly in the fast-paced and dynamic environment of an early-stage startup.
Why You Should Join arenaflex
This role is at the forefront of customer interaction, offering the opportunity for relationship-building, networking, and collaborating across all departments of the company. You'll be part of a network of people passionate about investment and will work closely with the most interesting players in the private market. Our company culture is built on drive, ownership, and a diverse mix of talents, and we offer:
- Flexible hours and a hybrid office setup.
- 28 days of vacation per year plus public holidays.
- A competitive compensation package.
What Your Interview Journey Will Look Like
Our interview process is designed to get to know you and your experience, as well as to demonstrate your fit with our company culture. You can expect:
- A 30-minute interview with our People team to get acquainted with arenaflex and discuss your career expectations and core values.
- A 30-minute deep-dive interview with our Head of Customer Success to discuss the role in more detail and how your journey has prepared you for it.
- A 60-minute practical interview with our Customer Success Team, Head of Customer Success, and Emma Shaw to demonstrate your approach to Account Management.
- A final meeting with our Founders to further learn about our vision and discuss any open questions.
About arenaflex
arenaflex is an investment tech startup founded in Berlin in 2021. With a proven track record, we've garnered trust from leading fund managers and institutional LPs, who have collectively committed over €3 billion through our platform. The private markets are experiencing unprecedented growth, with alternative assets expected to reach nearly $40 trillion by the end of the decade, yet still reliant on outdated tools and methods. We recently closed our $15.5 million Series A to accelerate our mission to bring a trillion-dollar industry into the 21st century, driving a much-needed digital transformation. At arenaflex, we're committed to creating an inclusive environment for all employees because we value and celebrate diversity. We're an equal opportunity employer, which means we do not tolerate discrimination toward any of our applicants or employees. If you're passionate about customer success and want to be part of a revolutionary company that's shaping the future of private markets, we'd love to hear from you. Apply now to join our team and be part of something amazing! Apply for this job