Experienced Customer Success Manager – Scale LATAM
As a Customer Success Manager at arenaflex, you will play a pivotal role in driving value to our "tech-touch" customer experience for a large number of customers in LATAM. This is a unique opportunity to have a meaningful impact on how we engage and retain our customers, while contributing to the design, build, and execution of programs that deliver value at scale.
About arenaflex
arenaflex is a global leader and innovator of advanced security solutions for defeating cyberattacks. With a complete portfolio of industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the arenaflex Central platform, we are the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations worldwide. Our innovative, native AI-optimized services, technologies, and products have redefined the cybersecurity industry, and we continue to evolve and grow.
Role Summary
As a Scale Customer Success Manager, you will be responsible for delivering strategic outreach through both 1:many and targeted 1:1 communication, connecting our customers to value while driving usage of the arenaflex suite of products. You will play a key part in onboarding and engaging customers, ensuring they are set up for long-term success, renewal, and growth. You will also triage and route customer needs to the appropriate internal teams to ensure timely support and resolution.
Key Responsibilities
* Drive product adoption and customer outcomes through 1:many and 1:1 channels including email campaigns, webinars, and 1:1 video calls.
- Support a range of outreach initiatives, aiming to deliver value in all stages of the customer lifecycle and evolve over time to remain best-in-class.
- Contribute to the design and continuous improvement of Scale success programs, automation workflows, and communication strategies.
- Work with Renewals, UX, Product, and all manner of CS teams to understand the obstacles of each customer segment: understand what makes a customer successful and scale the delivery to others.
- Monitor customer health indicators to identify engagement opportunities and risk signals.
- Proactively engage customers at key lifecycle stages to promote renewal and expansion.
- Perform timely escalation of customer queries to the appropriate teams within arenaflex; understanding when to escalate vs. when to problem solve/deep dive.
- Maintain monthly (or more frequent) customer pulse metrics with access to utilization, engagement, and health data.
- Conduct effective and engaging post-onboarding check-ins.
- Help define best practices for tech-touch and scale motions as arenaflex continues to grow and evolve.
What You Will Bring
* 2+ years of experience in customer success roles; additional experience in customer support, sales, or customer marketing is a plus.
- Fluent written and spoken Portuguese and English required. Spanish is a strong bonus.
- Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers.
- Proven ability to produce and deliver compelling customer materials to drive business objectives.
- Excellent organizational skills and ability to establish milestones and keep project plans on task.
- Understanding how organizations measure value and drive revenue with experience of recurring revenue sales models and renewal processes an advantage.
- Experience employing a one-to-many approach globally.
Work Environment and Company Culture
arenaflex operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. We believe in the power of diverse perspectives to fuel innovation and encourage applicants who can contribute to the diversity of our team. Our people are innovative and create, accompanied by a great sense of fun and team spirit. We have employee-led diversity and inclusion networks that build community and provide education and advocacy, as well as annual charity and fundraising initiatives and volunteer days for employees to support local communities.
Career Growth Opportunities and Learning Benefits
As a Customer Success Manager at arenaflex, you will have the opportunity to grow and develop your skills and experience in a dynamic and innovative company. We offer a range of training and development programs to support your career growth, including monthly wellbeing webinars and training to support employee health and wellbeing. Our commitment to equality of opportunity means that we will treat all applicants in a fair and equal manner, regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including a comprehensive health insurance plan, retirement savings plan, and paid time off. We also offer a range of perks and benefits, including a flexible work schedule, remote work options, and a generous parental leave policy.
How to Apply
If you are a motivated and proactive individual with a passion for customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you!
Additional Information
arenaflex is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to diversity and inclusion in the workplace and are proud to be an employer of choice for people from all backgrounds. If you have any questions or require any reasonable adjustments during the recruitment process, please do not hesitate to contact us. Apply for this job