Director, Customer Success Design & Technology – Digital Transformation Strategist

As a seasoned leader in customer success and technology management, you have the unique opportunity to join arenaflex, a pioneering company that empowers innovators to turn their ideas into reality. We're seeking an exceptional Director, Customer Success Design & Technology to lead our digital transformation strategy, driving business growth and customer satisfaction through cutting-edge technology and design.

About arenaflex

At arenaflex, we're passionate about creating software that helps people imagine, design, and make a better world. From sustainable buildings and clean energy to innovative manufacturing and creative storytelling, our software is used by millions of professionals worldwide. We're committed to fostering a culture of innovation, inclusivity, and collaboration, where our employees can thrive and make a meaningful impact.

Job Summary

As the Director, Customer Success Design & Technology, you'll be responsible for developing and executing a multi-year digital strategy for our Customer Success organization. You'll lead cross-functional service design projects, manage executive relationships, and oversee the use of qualitative research, data visualization, journey mapping, and service blueprinting to enhance the customer experience. Your expertise will be instrumental in driving business outcomes, aligning stakeholders, and prioritizing digital investments to meet customer needs across the post-purchase experience.

Key Responsibilities

* Lead the development of a multi-year digital strategy for the Customer Success organization, including identifying technology needs, prioritizing initiatives, and planning for future investments

• Manage executive relationships around business needs for customer success digital transformation, working with senior stakeholders to align on business outcomes and requirements across the CS portfolio
• Lead cross-functional service design projects that transform the arenaflex experience for customers, overseeing the use of qualitative research, data visualization, journey mapping, and service blueprinting to enhance the customer experience
• Lead strategic programs for our digital customer success transformation around support, adoption, and insights, providing strategic guidance on the selection and use of customer success tools and technologies that align to success offerings
• Establish and monitor KPIs across the CS portfolio to ensure the digital experience is meeting customer and employee needs
• Provide strategic leadership and guidance to multiple high-performing teams

Essential Qualifications

* 12+ years of experience in customer success, technology management, or a related field, with 5+ years of experience leading teams in a global SaaS company

• Bachelor's or advanced degree in Business Administration, Design, Technology, or a related field; Master's degree preferred
• Proven ability to manage a digital customer success portfolio, including CRM systems, customer support tools, and analytics platforms, with the ability to ensure effective configuration and usage to support customer success processes
• Proven ability to hire, lead, and inspire multiple high-performing teams with the ability to drive team performance to achieve ambitious goals
• Demonstrated experience in designing customer experiences and utilizing qualitative research, data visualization, journey mapping, and service blueprinting to improve overall customer engagement and drive brand loyalty
• Strong ability to work cross-functionally with technology teams to build a technology roadmap and oversee the implementation of new customer success technologies
• Proven track record of developing and implementing successful customer success strategies and initiatives and the ability to translate strategic goals into actionable plans
• Strong analytical skills to analyze data to identify trends, opportunities, and areas for improvement
• Excellent written and verbal communication skills to present technology initiatives and recommendations to senior stakeholders

Preferred Qualifications

* Experience working in a matrixed environment, aligning stakeholders around business outcomes and requirements

• Strong ability to oversee the configuration, maintenance, and optimization of customer success technology platforms
• Expertise in designing and optimizing the customer experience to ensure every interaction is strategically crafted to achieve customer outcomes
• Proficient in utilizing analytics tools to make data-driven decisions and ensuring data accuracy and security when managing customer success technologies
• Advanced leadership skills and ability to manage and inspire a high-performing Customer Success Design & Technology team

What We Offer

* Competitive salary range: $164,600 - $266,200 (U.S.-based roles)

• Comprehensive benefits package, including health and financial benefits, time away, and everyday wellness
• Opportunity to work with a global team of innovators and leaders in the industry
• Collaborative and inclusive work environment that fosters creativity, innovation, and growth
• Professional development opportunities to build internal talent and drive career growth
• Recognition and rewards for outstanding performance and contributions to the organization

How to Apply

If you're a motivated and experienced leader in customer success and technology management, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Job!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more about our commitment to diversity and inclusion here: https://www.arenaflex.com/company/diversity-and-belonging Apply for this job