Experienced Full Stack Customer Success Leader – Digital Signage and Cloud Application Development

At arenaflex, we're on a mission to revolutionize the way organizations communicate with their audiences through innovative digital signage solutions. With a rich history spanning over three decades, we've established ourselves as a trusted partner for businesses worldwide. Our commitment to ease of use, professional design, and exceptional customer service has made us a leader in the industry. We're now seeking an exceptional leader to join our team as the Head of Customer Success. This is a unique opportunity to drive growth, improve customer satisfaction, and make a lasting impact on our organization. As a key member of our leadership team, you'll be responsible for developing and executing strategies to achieve our revenue retention goals, while fostering a culture of trust, candor, and continuous learning.

About arenaflex

arenaflex is a global leader in digital signage solutions, trusted by over 100 countries worldwide. Our software, templates, and customer service have made it easy for organizations to get up and running in minutes. We're committed to innovation, customer satisfaction, and making a positive impact on our communities.

Mission of the Head of Customer Success

Reporting to the Chief Revenue Officer, the Head of Customer Success will be accountable for leading the customer success team in its execution of our revenue strategy to achieve our gross revenue retention goals. This role requires a strategic thinker, a people leader, and a customer advocate who can drive growth, improve customer satisfaction, and foster a culture of excellence.

Key Responsibilities

* Own customer success processes for scaled SMB and higher-touch mid-market/enterprise accounts, covering health scoring, onboarding, adoption, renewals, cancellation deflection, and training to ensure customers get results.

• Support the sales team by identifying expansion opportunities and providing customer insights to drive marketing campaigns.
• Create automation to help the team scale and manage large books of business, touching all SMB accounts.
• Become a product expert on arenaflex's digital signage solutions, understand our message, and position and sell our products effectively.
• Engage with customers regularly to maintain a deep understanding of their needs, challenges, and the value they derive from our solutions.
• Ensure all related activity is diligently logged in our CRM, providing transparency and visibility into customer interactions.
• Coach the customer success team, review call recordings, and ensure the team works according to our standards.
• Lead by example to create and maintain a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability.
• Ensure each team member knows their quarterly targets and has clear visibility into metrics and critical numbers to drive performance.
• Travel 5-10% of the time to company meetings and customer sites to strengthen relationships and train Customer Success Representatives.
• Predictably forecast Gross Revenue Retention and continuously validate and improve our tactics and processes by analyzing aggregated data.

Requirements

* 5+ years of experience in customer-facing roles and multiple years of people management experience.

• Proven track record of managing high-volume accounts and experience across a range of annual contract values.
• High standards for work, ability to meet deadlines, and a passion for continuous learning.
• Proficiency in spreadsheets, including vlookup, and confidence in discussing SaaS metrics such as NRR and GRR.
• Expertise in HubSpot, our CRM, customer success system, marketing automation tool, and other relevant software.
• Ability to communicate effectively with customers, enjoy getting on calls, and learn from their experiences.
• Bonus points for experience working with the channel/resellers.

Total Compensation Package

* Competitive salary

• Health & dental benefits
• RRSP/401K matching up to 5%
• Group profit sharing program
• Health spending/wellness spending ($500)
• $2000 for learning and development
• 20 days of vacation (pro-rated based on start date in the first year)

Why Join arenaflex?

* We're an equal opportunity employer, committed to diversity, equity, and inclusion.

• We practice fair and ethical hiring processes, encouraging applications from diverse backgrounds.
• We offer a comprehensive compensation package, including health benefits, retirement savings, and professional development opportunities.
• We're a global leader in digital signage solutions, with a rich history and a strong reputation in the industry.

How to Apply

If you're a motivated, customer-focused leader with a passion for driving growth and improving customer satisfaction, we encourage you to apply for this exciting opportunity. Seize the chance to make a significant impact and join our team as the Head of Customer Success. Apply for this job