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 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. With a global presence and a customer base that includes 40 of the Fortune 100 companies, we're on a mission to make work better for every worker.

Our Values

At arenaflex, we believe that every employee is an owner, responsible for our progress and committed to helping our customers thrive. We're a team that values leadership, change, and collaboration, and we're passionate about making a difference in the world. If you share our values and are ready to join a movement that's changing the way companies connect with their employees, we want to hear from you.

The Customer Success Manager Role

As a Customer Success Manager at arenaflex, you'll play a critical role in building and maintaining long-term relationships with our global Enterprise customers. Your passion for customer success, combined with your entrepreneurial spirit and fast-paced work environment, will drive the success of our customers and our business. In this role, you'll have the opportunity to work with a talented team of professionals who are dedicated to delivering exceptional customer experiences.

Responsibilities

As a Customer Success Manager, your responsibilities will include:

• Guided Customer Journey Management: Collaborate with customers to create actionable plans and prescriptive tasks, providing guidance and support throughout the customer journey to ensure they meet predefined milestones and positive business outcomes.
• Trigger Response and Play Execution: Monitor customer progress and health for triggers indicating potential deviations from the journey goals or risk of churn, and execute predefined plays in response to specific triggers 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, and escalate and manage complex customer issues to facilitate resolution and ensure 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, and 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), and coordinate with the Account Management team to facilitate smooth renewals and identify expansion opportunities, fostering long-term customer relationships and loyalty.

You May Have

To succeed in this role, you'll need:

• A Bachelor's Degree in Business Administration, Communications, or a 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.
• Strong communication skills, with the ability to 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.

Why arenaflex?

At arenaflex, we're passionate about creating a workplace that's inclusive, supportive, and empowering. We believe that work should be awesome, and we're committed to making it that way for our employees and our customers. If you share our values and are ready to join a high-growth and dynamic environment where ideas are rewarded, we want to hear from you.

Compensation and Benefits

arenaflex offers a competitive compensation package, including a base salary range of $70,000-$113,000, depending on factors such as position, location, education, training, and experience. We also offer a comprehensive benefits package, including:

• Excellent PTO program
• Great health benefits
• Casual and friendly work environment
• Remote work options
• Leadership team committed to your growth and development

Equal Employment Opportunity

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.

Apply Now

If you're passionate about customer success and are ready to join a movement that's changing the way companies connect with their employees, apply now to become a Customer Success Manager at arenaflex. Apply for this job