Lead Customer Success Manager – SMB at arenaflex

Join arenaflex, a pioneering identity authority platform, as we revolutionize the world at work. As a Lead Customer Success Manager – SMB, you will play a pivotal role in driving customer loyalty and adoption of our innovative products and services. With a focus on business objectives and priorities, you will be responsible for managing a regionally based book of business of Commercial/SMB customers, fostering strong relationships, and delivering value-based outcomes.

About arenaflex

arenaflex is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations face increasing cyber risk but cannot afford defensive measures to slow down progress, arenaflex's Enterprise Identity Cloud gives customers unparalleled visibility, control, and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work.

Your Role

As a Lead Customer Success Manager – SMB, you will be responsible for managing customer loyalty and adoption of arenaflex's innovative products and services. You will serve as the primary point of contact for customers after implementation, managing the subscription renewal pipeline, and maintaining cognizance of customer health to proactively eliminate barriers to adoption and value.

Key Responsibilities

* Serve as the primary point of contact for customers after implementation

• Manage the subscription renewal pipeline and maintain cognizance of customer health to proactively eliminate barriers to adoption and value
• Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process
• Develop a deep, trusting relationship with customer key personnel and larger teams to seek and develop up-sell/cross-sell opportunities
• Coordinate and conduct meetings between customers and arenaflex cross-functional teams to solve problems and advance customer adoption; ensure post-meeting follow-ups and action-item completion
• Monitor and identify product utilization trends, providing feedback to arenaflex cross-functional teams to support continuous improvement – finding ways to better support customer use cases and corporate identity strategies
• Communicate with implementation Partners supporting arenaflex customers and seek opportunities to improve outcomes and relationships in the context of customer adoption
• Plan education for customers on new features and releases
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas, including product
• Coordinate and deliver team initiatives and coach CSM team member associates

What You Bring

* Available to North American customer hours

• Experience in customer success management/account management for complex software implementations with SMB/Commercial companies across a variety of industries
• Knowledge and experience in Identity and Access Management (IAM) required; cybersecurity and/or compliance background also very valuable
• 3-5 years of management experience leading people
• Proven experience in a leadership role, with a strong background in people management
• Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models
• History of being able to understand technical and complex software environments and bridge the gap in terms of communicating those concepts in language meaningful to the business; similarly, being able to translate business needs to potential technical solutions
• Tenacious desire to see customers succeed and thrive
• Previous experience within a customer success role within a SaaS organization
• Demonstrated ability to manage customer relationships and work through potentially difficult challenges to achieve positive outcomes
• Cheerful willingness to be a hands-on contributor and stay detail-focused while maintaining an outcome-based perspective
• Experience in process improvement, decision-making, planning, analysis, and service excellence
• Available to customer sites, as needed (up to 50%)

Benefits

* Medical, Dental, Vision, Life Insurance

• 401K
• Unlimited PTO
• Sick Time
• Holiday Parties
• Daily Catered Lunches
• Employee Recognition Programs
• Team Socials

Additional Information

* We are not accepting applications from candidates based in California, Colorado, and Washington

• You may also be eligible to participate in a arenaflex discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance
• If required for this role, you will:

+ Complete security & privacy literacy and awareness training during onboarding and annually thereafter + Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to): - Data Classification, Retention & Handling Policy - Incident Response Policy/Procedures - Business Continuity/Disaster Recovery Policy/Procedures - Mobile Device Policy - Account Management Policy - Access Control Policy - Personnel Security Policy - Privacy Policy

Why Join arenaflex?

arenaflex is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment, you belong with us!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Apply Now

Ready to join arenaflex and make a difference in the world at work? Apply now to become a Lead Customer Success Manager – SMB and be part of our dynamic team! Apply for this job