Head of Customer Success, Enterprise, USA, Remote
Join arenaflex, a pioneering fundraising platform, and lead our Customer Success team in driving growth and satisfaction among large enterprise customers.
About arenaflex
At arenaflex, we're revolutionizing the fundraising landscape by creating a seamless and efficient way for individuals to donate to non-profit organizations. Our innovative platform boasts lightning-fast loading speeds, enhanced conversion rates, diverse payment methods, and more. Every month, our platform facilitates tens of millions of dollars in donations worldwide, making us the go-to fundraising solution for leading non-profits like the UNICEF, Barack Obama, and the Alzheimer's Association.
About the Role
We're seeking a seasoned SaaS leader with a strong background in non-profit experience and team leadership to join our esteemed Customer Success team. As the Head of Customer Success, Enterprises Accounts, you'll play a pivotal role in building and leading a team of Customer Success Managers responsible for driving engagement and growth across our largest enterprise and strategic non-profit customers.
Key Responsibilities
* Lead arenaflex's Enterprise Customer Success team, ensuring consistent engagement and satisfaction among large enterprise customers.
- Develop workflows, playbooks, and KPIs for effective account management and customer growth.
- Oversee and guide CSMs in managing customer lifecycles, from kick off to ongoing account growth.
- Execute growth strategies and collaborate with Sales, Marketing, Implementation, and Product teams.
- Drive feature adoption and proactively manage customer risk for retention.
- Mentor CSMs, ensuring high customer satisfaction, effective issue escalation, and robust feedback.
- Identify growth opportunities (upsell, cross-sell) and build trusted advisor relationships.
- Cultivate a positive, remote work culture with a focus on delivering value to customers and exceeding KPIs.
Skills and Qualifications
* Proven work experience of 8+ years in B2B or B2B2C SaaS Customer Success.
- Experience working for (or working with) non-profits is a strong plus.
- Led Customer Success teams working with enterprise accounts for at least 4 years within rapidly scaling SaaS companies.
- Strong management skills, with the ability to win the trust of our current team and build an even stronger Customer Success Team.
- Experience with CRMs, data/integration, Digital Marketing, Google Analytics, email marketing.
- Demonstrable ability to communicate, present, and influence C-level customer stakeholders.
- Experience working with international teams, with a plus for those with experience working with eastern European teams.
- Drives team success through effective KPIs.
- Works closely with the Director of Customer Success to strategize, plan, and effectively deliver on results.
Benefits
Our compensation package includes comprehensive benefits and perks, meaningful equity, and a competitive salary:
- 15 days of vacation, 7 company holidays plus an additional 3 floating holidays and 5 sick days.
- 401(k) plan with company match.
- FSA Spending Account.
- 100% Company-paid short-term disability, long-term disability, basic life insurance, and AD&D.
- Health, Dental, and Vision insurance covered at 100% for employees, 80% for employees plus dependents, and 70% for employees plus family.
- Paid parental leave.
- Remote working.
Why Join arenaflex?
* Be part of a pioneering fundraising platform that's making a real impact on the non-profit world.
- Work with a talented and dedicated team that's passionate about driving growth and satisfaction among our customers.
- Enjoy a competitive salary, comprehensive benefits, and meaningful equity.
- Develop your skills and expertise in a rapidly scaling SaaS company.
- Contribute to the development of our Customer Success team and help shape the future of our organization.
How to Apply
If you're a seasoned SaaS leader with a passion for non-profit experience and team leadership, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can join our team at arenaflex.
Note:
All official correspondence from arenaflex will exclusively originate from the @arenaflex.com domain. Exercise caution and ensure the authenticity of emails claiming to be from our company. Apply for this job