Customer Success Manager – Enterprise Master Data Management (MDM) Software Solutions (Remote US or Hybrid in Atlanta, GA)

Join arenaflex: Empowering the Data-Enabled Future

In today's hyper-connected world, data isn't just a business asset—it's the foundation of every strategic decision, every competitive advantage, and every innovation that shapes industries. At arenaflex, we exist to unlock the full potential of data, enabling organizations to transform raw information into actionable intelligence. As a growing Microsoft top-tier partner specializing in data management solutions, we are at the forefront of the Master Data Management (MDM) revolution, helping enterprises across the globe harness the power of their data to drive growth, reduce risk, and achieve operational excellence.

We are seeking an experienced and driven Customer Success Manager to join our dynamic Customer Success team. In this pivotal role, you will be the trusted advocate for our enterprise customers, guiding them through their data journey and ensuring they realize maximum value from arenaflex's MDM platform. If you are passionate about customer advocacy, thrive in a collaborative environment, and want to be part of a company that's shaping the future of enterprise data management, we want to hear from you!

Position Overview

Reporting directly to our Vice President of Customer Success, the Customer Success Manager will be responsible for maximizing customer adoption, retention, and expansion across a portfolio of approximately 50-60 enterprise software accounts. These accounts span multiple industries, customer segments (strategic, develop, and sustain), and operate under various license models (SaaS, subscription, and perpetual) and deployment models (SaaS, Platform-as-a-Service within customer cloud tenants, IaaS within customer cloud tenants, and on-premise deployments).

This role requires a unique blend of relationship management, strategic planning, and cross-functional coordination. You will work closely with value-added resellers (VARs), internal teams, and customer stakeholders to ensure successful platform adoption, mitigate churn risk, and identify expansion opportunities. The ideal candidate will be comfortable operating in a fast-paced, dynamic environment where customer outcomes are the ultimate measure of success.

Key Responsibilities

Platform Adoption & Value Realization

• Collaborate across arenaflex teams, functions, and VAR partners to ensure both new and existing customers are leveraging the arenaflex MDM platform to deliver tangible business value, including increased revenue, decreased costs, and reduced risk.

• For new customers: Serve as the primary customer advocate from day one, ensuring project planning, kick-off, requirements documentation, implementation, and go-live remain on track. While not directly responsible for delivery, you will monitor cross-functional teams and alert leadership to potential risks or delays proactively.

• For existing customers: Prioritize engagement based on customer segment to ensure optimal platform utilization and maximum benefit realization. Leverage support, professional services, partners, and leadership to ensure continued value delivery as customers evolve in their data management journey.

Retention & Renewals

• Achieve and exceed 95% gross retention of annual recurring revenue quarterly by ensuring customers realize tangible results through platform adoption.

• Manage business-critical escalations by serving as the quarterback to bring together the right resources, assess situations, develop mitigation plans, and ensure execution to resolve customer challenges.

• Proactively identify and mitigate risk by thoroughly understanding implementation/adoption status and solution significance within assigned accounts, leveraging cross-functional teams to help struggling customers achieve their data management goals.

Customer Satisfaction & Relationship Building

• Coordinate cross-functional arenaflex, partner, and customer resources to create enthusiastic customers who readily promote arenaflex to colleagues and peers.

• Become a trusted advisor, guiding customers toward achieving business outcomes that matter to their organization. Leverage peers, cross-functional teams, and VARs to meet customer expectations throughout their journey.

• Enable key stakeholders and executive sponsors within customer organizations to become "Data Heroes" by aligning cross-functional teams both internally and within customer accounts, empowering them to unleash the power of their own data.

Revenue Expansion & Growth

• Identify additional use cases for the arenaflex platform that drive platform expansion or conversion to SaaS models.

• Develop a fundamental understanding of core business operations across multiple industries, leveraging documented customer results and case studies to promote additional use cases.

• Recognize high-potential or high-risk accounts and engage cross-functional resources to develop strategic engagement plans, gain access to customer executives, and align arenaflex with customer strategic objectives.

Your Success Roadmap: 30-60-90 Day Plan

First 30 Days: Foundation & Understanding

• Thoroughly digest and familiarize yourself with existing customer case studies and participate in customer demonstrations to understand the solutions and value arenaflex delivers.

• Gain comprehensive understanding of arenaflex's customer segmentation model (strategic, develop, sustain) and corresponding engagement motions (new customer, upcoming renewal, steady state) for each segment.

• Invest time with Customer Success peers, the VP of Customer Success, and other internal teams to research and understand the segment, current motion, and implementation/adoption status of each account in your territory.

• Develop a prioritized existing account engagement plan based on customer segment and business criticality.

By 90 Days: Activation & Momentum

• Establish engagement cadences with existing customers based on their segment classification.

• Understand and document current platform utilization within each existing customer account.

• For day-1 new customers, monitor implementation status and progress toward go-live while ensuring implementation objectives are met.

• Map out key arenaflex stakeholders within each customer account and document in Salesforce.

• Identify key customer initiatives and priorities that could benefit from the arenaflex platform.

• Share use cases and insights with customers to improve their understanding of expansion opportunities.

• Build relationships across the arenaflex team, including Presales, Value Consulting, Product, Support, Strategy, and other team members to bring expertise and value to customers.

Essential Qualifications

• Minimum Five Years of Customer Success Experience: With enterprise software, ideally SaaS in the IT sector.

• Demonstrated Enterprise Customer Success Track Record: Experience managing 20-75 high-touch accounts, with documented examples of helping customers navigate adoption journeys for complex software solutions, resulting in measurable business outcomes, high customer satisfaction, and retention.

• Execution Excellence: Proven ability to plan, organize, coordinate teams, and follow through to ensure customer success in deploying and utilizing enterprise software. Experience managing multiple competing priorities while maintaining flawless execution and appropriate escalation.

• Cross-Functional Coordination Skills: Experience coordinating teams to respond to critical customer escalations and issues, with demonstrated tenacity to break through obstacles and barriers.

• Technical Acumen: Basic understanding of business functions and core IT systems. Familiarity with modern enterprise IT ecosystems and experience working with customers across different industries.

• Accountability & Motivation: Self-starter with a track record of taking ownership, working plans, and proactively communicating progress. Demonstrated ability to deliver results despite obstacles.

• Cultural Fit: Kind, humble, and fun personality. Values collaboration, enjoys working with peers, and is always ready to lend a helping hand.

Preferred Qualifications

• Previous experience in Master Data Management, data governance, or related data management fields.

• Familiarity with Microsoft ecosystem and cloud platforms (Azure, AWS).

• Experience working with value-added resellers and channel partners.

• Background in enterprise software sales or pre-sales support.

Why arenaflex? Growth, Culture, and Benefits

Professional Growth & Development

At arenaflex, we believe that growth should be on YOUR terms. Through our company values, collaborative work environment, and individualized career development plans, you will grow here more than you would anywhere else. We invest in our people through continuous learning opportunities, mentorship programs, and exposure to cutting-edge data management technologies. As part of a Microsoft top-tier partner, you'll work with industry-leading tools and solutions while building expertise in one of the most critical areas of modern enterprise technology.

Award-Winning Culture

Our culture is the heartbeat of arenaflex. We have been repeatedly recognized as a Top Workplace in Atlanta by the Atlanta Journal-Constitution and have received national recognition as a Great Place to Work. We attribute this to our core values:

• Growth Mindset: We believe everyone can learn and grow. We accept mistakes as part of trying new things and view challenges as opportunities for development.

• Constructive Candor: We value diverse perspectives with the purpose of finding the best answers, not defending our own positions.

• Helpful: We believe helping teammates and winning together is more fulfilling than accomplishing something alone.

• Get Stuff Done: We have the grit, creativity, and resilience to accomplish our goals regardless of obstacles. We deliver results, not reasons.

• Fun is Where Fun is Made: We cherish the journey as much as the destination and strive to make each other laugh along the way.

Comprehensive Benefits

We take care of our team members so they can focus on what they do best:

• Retirement Savings: 401(k) retirement plan with company match to help you save for the future.

• Health & Wellness: 100% employer-paid health, dental, and vision insurance for employee-only coverage. Competitive family coverage options, life insurance, and employee wellness days throughout the year.

• Work-Life Balance: Hybrid-friendly environment with generous PTO. We support the work-life balance you need because when you live well, we all enjoy the benefits.

• Engaged Leadership: Our CEO and Executive Leadership team are deeply committed to organizational health, fostering a supportive and inclusive culture throughout the company.

How We Work

Whether you choose to work remotely from anywhere in the US or join us in our Atlanta, GA office, you'll be part of a team that values collaboration, innovation, and results. We embrace flexible work arrangements while maintaining strong connections through regular team meetings, digital collaboration tools, and periodic in-person gatherings. Our hybrid model gives you the autonomy to design your work environment while ensuring you stay connected to your colleagues and the broader arenaflex community.

Join Our Village

At arenaflex, we call our employees "Profisors" (yes, we'll keep this fun tradition alive—just imagine it means something wonderful!). We are a village of passionate professionals who want to see each other succeed. If you're looking for a place where your contributions matter, where you can grow professionally, and where you'll genuinely enjoy working with your teammates, you've found your home.

The data-enabled future is here. Let’s make it happen—together.

Equal Employment Opportunity

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. arenaflex is an equal employment opportunity employer. Alternative methods of applying for employment are available to individuals unable to submit an application because of a disability. Contact our HR team to discuss reasonable accommodations.

Now you can make it happen—join arenaflex today!