Director of Customer Success & Account Management – Strategic Growth, Retention, and Revenue Optimization

About arenaflex

arenaflex is a market‑leading platform that empowers individuals and organizations to achieve better hiring outcomes. Our patented Meeting Optimization Engine automates interview scheduling, guarantees the right participants are involved, and delivers actionable insights that make every interview more effective. By leveraging human‑centric AI, arenaflex’s flagship solution, Hire, helps companies secure top talent faster, automating up to 90% of interview‑management tasks while unlocking data‑driven insights that transform the recruitment experience.

Trusted by more than 300 leading enterprises—including arenaflex, arenaflex, arenaflex, arenaflex, arenaflex, and arenaflex—arenaflex is redefining how businesses recruit, interview, and meet. Our mission is to create a world where hiring is transparent, efficient, and delightful for both candidates and hiring teams.

Why Join arenaflex?

At arenaflex, we live by three pillars: autonomy, accountability, and collaboration. As a member of our team you will own your role, make strategic decisions, and partner closely with peers across the organization to drive measurable impact. If you thrive in an environment where you can shape your own success, love solving hard problems, and enjoy seeing the tangible results of your work, arenaflex is the place for you.

Role Overview

The Director of Customer Success & Account Management will be a senior leader who partners with Marketing, Customer Success, Finance, Legal, and Product to minimize attrition—both in logos and dollars—and maximize growth potential. Reporting directly to the Chief Customer & Operations Officer, you will lead a high‑performing team of Account Managers and Customer Success Managers, ensuring accurate forecasting, strategic renewal planning, and an exceptional customer experience.

Key Responsibilities

• Strategic Relationship Building: Cultivate deep, executive‑level relationships with customer leadership teams to secure buy‑in for renewal and expansion initiatives.
• Attrition Risk Management: Proactively identify early warning signs of churn, engage both customers and internal stakeholders, and implement mitigation plans that protect revenue and strengthen partnerships.
• Accurate Forecasting: Deliver rolling 90‑day forecasts for renewals and upsell opportunities, maintaining rigorous data hygiene in Salesforce and related reporting tools.
• Process Innovation: Leverage existing renewal processes while designing new methodologies for early detection of risk, ensuring the organization stays ahead of potential revenue loss.
• Contract Creation & Negotiation: Draft renewal, upsell, and downsell contracts, generate detailed quotes, and secure necessary approvals in a timely manner.
• Cross‑Functional Collaboration: Partner with Product, Legal, Finance, and Marketing to deliver a seamless, end‑to‑end customer journey that exceeds expectations.
• Team Leadership & Development: Coach, mentor, and grow a team of Account Managers and Customer Success Managers, fostering a culture of high performance, continuous learning, and accountability.
• Data‑Driven Insight Generation: Maintain a deep understanding of the arenaflex Hiring platform’s value proposition, ROI metrics, and industry trends to uncover new growth opportunities.
• Reporting & Communication: Provide regular status updates to the Customer Success organization, highlighting forecasted attrition, growth pipelines, and escalation needs.
• Project Execution: Lead special projects that advance the maturity of the renewal and expansion function, including automation initiatives, playbook development, and stakeholder training.

Essential Qualifications

• 7+ years of experience in Sales, Renewals, or Account Management with a proven record of negotiating complex contracts and resolving contractual issues.
• 3+ years of experience leading a team of Account Managers and/or Customer Success Managers, demonstrating the ability to inspire and develop high‑performing talent.
• Bachelor’s degree or equivalent professional experience.
• Advanced proficiency in Salesforce, Excel, and a Customer Success platform (e.g., Gainsight, Strikedeck, or similar).
• Consistent quota attainment and a track record of exceeding renewal and expansion targets.
• Exceptional communication, presentation, and interpersonal skills, with the ability to influence senior executives.
• Strong analytical mindset and problem‑solving capabilities, able to translate data into actionable business strategies.
• Demonstrated ability to explain complex situations clearly across all organizational levels.
• Self‑starter who thrives in a fast‑paced, dynamic environment and is comfortable wearing multiple hats.

Preferred Qualifications

• Experience in the recruiting ATS or HR technology space.
• Advanced certifications in Salesforce or Customer Success platforms.
• Background in SaaS subscription models and recurring revenue forecasting.
• Experience building and scaling renewal processes for high‑growth technology companies.
• Familiarity with data‑driven customer health scoring and predictive churn modeling.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate market shifts, and align renewal strategies with corporate objectives.
• Negotiation Mastery: Skilled at crafting win‑win agreements that protect revenue while delivering value to customers.
• Leadership & Coaching: Proven talent for developing people, fostering collaboration, and creating a high‑trust environment.
• Data Literacy: Comfortable working with large data sets, building forecasts, and presenting insights to executive leadership.
• Customer‑Centric Mindset: Deep empathy for customers’ business challenges and a relentless drive to solve them.
• Cross‑Functional Influence: Ability to partner effectively with Product, Legal, Finance, and Marketing to deliver seamless outcomes.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its leaders. As Director of Customer Success & Account Management you will:

• Gain exposure to C‑suite executives across a portfolio of high‑profile customers.
• Participate in executive‑level strategy sessions that shape the future of arenaflex’s product roadmap.
• Access a $500 annual learning stipend for conferences, certifications, or coursework of your choice.
• Benefit from mentorship programs that connect you with senior leaders across the organization.
• Be considered for future senior leadership roles, such as VP of Customer Success or Chief Revenue Officer, as the company scales.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary commensurate with experience, plus performance‑based bonuses tied to renewal and growth targets.
• Equity participation through pre‑IPO stock options, aligning your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision plans with generous employer contributions.
• Short‑term disability coverage and paid parental leave (including adoption).
• Flexible paid time off and a remote‑first work model, allowing you to work from anywhere in the United States.
• A $500 home‑office stipend to create an ergonomic workspace.
• Fully paid annual company‑wide gatherings to foster community and celebrate achievements.
• Access to wellness resources, employee assistance programs, and inclusive employee resource groups.

Work Environment & Culture at arenaflex

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You will join a collaborative team that values:

• Autonomy: Freedom to shape your own workflow, set priorities, and drive initiatives that matter.
• Accountability: Clear expectations, measurable outcomes, and a supportive environment that celebrates success.
• Collaboration: Regular cross‑functional syncs, virtual coffee chats, and an open‑door policy with senior leadership.
• Diversity & Inclusion: A workplace where people of all backgrounds—BIPOC, LGBTQ+, women, veterans, and those impacted by the pandemic—are welcomed, respected, and empowered to thrive.
• Continuous Learning: A culture that encourages curiosity, self‑directed learning, and the sharing of knowledge across teams.

Commitment to Accessibility

arenaflex is dedicated to providing an inclusive and accessible workplace. If you require accommodations to perform the essential functions of this role, please let us know. We will work with you to assess and provide the necessary support.

How to Apply

If you are excited about shaping the future of hiring, driving revenue growth, and leading a world‑class customer success organization, we want to hear from you. Click the link below to submit your application and become part of arenaflex’s mission‑driven team.

Apply to this role

Join arenaflex and Make an Impact

At arenaflex, your work will directly influence how thousands of companies attract, interview, and hire top talent. You will be part of a purpose‑driven organization that values innovation, integrity, and the power of people. Take the next step in your career—apply today and help us build the future of hiring.