Experienced Customer Success Manager – East Coast/Central Time Zone

At arenaflex, our mission is to revolutionize the way companies connect with their employees, fostering a culture of engagement, productivity, and growth. As a leading provider of intelligent communication platforms, we empower organizations to support, promote, and retain their talent, driving business success and employee satisfaction. Now, we're seeking a seasoned Customer Success Manager to join our dynamic team and help us take our customer relationships to the next level.

About arenaflex

arenaflex is a pioneer in the employee experience space, serving 40 of the Fortune 100 companies and reaching over 17 million employees daily. Our team of experts in workforce communications and technology is dedicated to making work better for every worker. By joining arenaflex, you'll become part of a movement that's changing the way companies interact with their employees, and you'll have the opportunity to make a meaningful impact on the world.

Our Values

At arenaflex, we believe in a culture of ownership, leadership, and teamwork. Our values are:

• Every employee is an owner, responsible and credited for our progress.
• Leadership is in our DNA, 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 a critical role in arenaflex's long-term relationship with our global Enterprise customers. As a seasoned professional, you'll be responsible for guiding customers through their journey, ensuring they meet predefined milestones and positive business outcomes. You'll collaborate with customers to create actionable plans and prescriptive tasks, providing guidance and support throughout the journey.

Key Responsibilities

* Guided Customer Journey Management: Guide assigned customers through the customer journey, ensuring they're 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

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

• Three or more years of experience in customer-facing roles in Customer Success or Professional Services within a B2B SaaS company.
• 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 to manage individual and engagement-wide scope of work.
• Prior experience successfully supporting customers with onboarding, renewals, and expansion processes.
• A proven track record of meeting with senior management and executives as the subject matter expert.
• A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues.
• Ability to collaborate internally with multiple teams and be the voice of the customer.
• Strong project management skills and proven ability to execute against a defined methodology and deliver projects within scope, budget, and timeline.

Additional Information

* arenaflex expects the base salary for this role to be between $70,000-$113,000. The starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.

• We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally.
• 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.

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.

How to Apply

If you're a seasoned Customer Success Manager looking for a new challenge, we encourage you to apply to this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply for this job