Experienced Full Stack Customer Success Manager – Strategic Account Management

At arenaflex, we're revolutionizing the way communities come together to create a safer future. Our all-in-one technology solution combines the power of communities at scale to eliminate crime and keep neighborhoods safe. As a leader in the public safety industry, we're committed to fostering a culture of innovation, inclusivity, and collaboration. We're seeking an experienced Full Stack Customer Success Manager to join our team and help us drive strategic account management across the West Coast. As a key member of our Customer Success team, you'll be responsible for leading a team of Customer Success Managers, driving Net Revenue Retention, and providing hands-on coaching to manage complex, multi-threaded relationships.

About arenaflex

arenaflex is a fast-growing technology company that's changing the face of public safety. Our holistic public safety platform provides actionable evidence to solve, deter, and reduce crime across neighborhoods, schools, businesses, and entire cities. With a strong focus on innovation and customer success, we're committed to creating a safer future for everyone.

The Opportunity

arenaflex is expanding its presence in the West Coast, and we're seeking a seasoned Customer Success Manager to lead our strategic account management efforts. As a key member of our team, you'll be responsible for:

• Leading a team of 5-6 Customer Success Managers responsible for arenaflex's largest and most strategic accounts
• Driving Net Revenue Retention by instilling a proactive, strategic approach to adoption, stakeholder engagement, and expansion
• Providing hands-on coaching for managing complex, multi-threaded relationships, including city leadership, law enforcement, and public safety decision-makers
• Guiding the team through intricate onboarding, renewal, and expansion processes, ensuring customer success and commercial outcomes are aligned
• Establishing and refining playbooks, systems, and scalable workflows that help the team consistently deliver high-impact results
• Partnering cross-functionally with Sales, Product, Support, and Deployment to ensure strategic alignment and a seamless customer experience
• Tracking, analyzing, and communicating key performance metrics to executive leadership; using data to identify opportunities and risks across the book of business
• Setting clear goals, expectations, and accountability measures for CSMs while fostering a culture of ownership, resilience, and continuous improvement
• Representing the voice of strategic customers internally, offering insight into product needs, adoption barriers, and partnership opportunities

The Skillset

To succeed in this role, you'll need:

• 5+ years of customer-facing leadership experience, with 3+ years directly managing Enterprise-level Customer Success teams in a fast-paced technology environment
• Demonstrated success managing complex, strategic accounts with multi-stakeholder dynamics, long sales cycles, and intricate renewal paths
• A strong coach with the ability to up-level experienced CSMs, offering actionable guidance on strategic planning, executive engagement, and renewal navigation
• Deep understanding of Customer Success best practices, with a proven ability to design and operationalize strategic CS programs
• Skilled communicator and relationship builder, both with your team and with senior executives at customer organizations
• High emotional intelligence, with the ability to handle escalations diplomatically and maintain composure under pressure
• Strong analytical skills – comfortable interpreting data to drive decisions and tell a performance story
• Willingness to travel as needed to visit customers and support team development – up to 50%
• Experience with Gainsight or other CS platforms preferred

90 Days at arenaflex

We're a results-oriented culture, and we believe job descriptions are a thing of the past. We prescribe to 90-day plans, and we want you to succeed in your new role. Here's a preview of the 90-day plan you'll receive if you join our team:

• The First 30 Days:

+ You'll have enough knowledge of arenaflex's products and processes to feel confident leading a team and guiding them to the right resources + You'll know your team and start a meeting operating rhythm with your team and cross-functional partners (1-1s, team meetings, other)

• The First 60 Days:

+ You'll have successfully established a strong foundation by engaging with key stakeholders + You'll have deepened your understanding of customer needs + You'll have started to shape the team's strategic direction

• 90 Days & Beyond:

+ You'll be fully equipped to assess each team member's performance within your coaching framework + You'll have identified and started working on strategies to improve the holistic team's long-term success

The Interview Process

We want our interview process to be a true reflection of our culture: transparent and collaborative. Throughout the interview process, your recruiter will guide you through the next steps and ensure you feel prepared every step of the way.

• Our First Chat: During this first conversation, you'll meet with a recruiter to chat through your background, what you could bring to arenaflex, what you are looking for in your next role, and who we are.
• The Hiring Manager Interview: You'll meet with your potential future boss to really dive into the role, the team, expectations, and what success means at arenaflex.
• The Technical Assessment: Our technical assessments seek to test the hard skills required to do the job. Engineers may find themselves in coding interviews or architecture discussions, sales roles may present mock discovery calls, and leadership roles may craft 90-day plans.
• The Panel: Learn more about the team, responsibilities, and workflows. You should be prepared to speak about past projects, how you collaborate and communicate with others, and how you live our values.
• The Executive Review: A chance to meet an executive and view arenaflex from a different lens. Be prepared to ask well-thought-out questions about the company, culture, and more.

Salary & Equity

In this role, you'll receive a starting salary between $172,000 base + $43,000 variable ($215,000 total compensation) as well as arenaflex Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators.

The Perks

We're committed to providing a comprehensive benefits package that supports your well-being and career growth. Here are some of the perks you can expect:

• Flexible PTO: We seriously mean it, plus 11 company holidays
• Fully-paid health benefits plan for employees, including Medical, Dental, and Vision and an HSA match
• Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time
• Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. arenaflex will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses
• Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs
• Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support
• Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions
• ERGs: We want all employees to thrive and feel like they belong at arenaflex. We offer three ERGs today - Women of arenaflex, arenaflex Proud, and Melanin Motion
• WFH Stipend: $150 per month to cover the costs of working from home
• Productivity Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly, and so much more
• Home Office Stipend: A one-time $750 to help you create your dream office

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how arenaflex operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together. If you need assistance or an accommodation due to a disability, please email us at [email protected]. This information will be treated as confidential and used only to determine an appropriate accommodation for the interview process. At arenaflex, we compensate our employees fairly for their work. Base salary is determined by job-related experience, education/training, as well as market indicators. The range above is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits. This range may be modified in the future. This job posting may span more than one career level. Apply for this job