Head, Customer Success – Drive Revenue Growth and Customer Delight at arenaflex

Are you a seasoned customer success leader with a passion for driving revenue growth and customer satisfaction? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further than arenaflex, a forward-thinking company that's revolutionizing the way organizations connect with their customers. As a Head, Customer Success at arenaflex, you'll be responsible for leading our customer success team in executing our revenue strategy to achieve our gross revenue retention goals. You'll work closely with our sales team to identify expansion opportunities and provide customer insights to drive marketing campaigns. Your expertise will be essential in creating automation to help your team scale and manage large books of business, while also ensuring that all related activity is diligently logged in our CRM.

About arenaflex

arenaflex is a leading provider of digital signage solutions that's trusted by organizations worldwide. With a strong focus on customer service and ease of use, we've made digital signage accessible to businesses of all sizes. Our software, templates, and support team have helped thousands of organizations connect with their customers and achieve their goals.

Mission of the Head of Customer Success

Reporting to the Chief Revenue Officer, the Head of Customer Success is 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 strong and diverse skillset in relevant areas to drive success, including customer success processes, sales support, product expertise, and team leadership.

Role Responsibilities

* Own our 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 our customers get results.

• Support our sales team by identifying expansion opportunities for them and provide customer insights to the marketing team to drive campaigns.
• Create automation to help your team scale and manage large books of business and touch all of our SMB accounts.
• Become a product expert on arenaflex, understand our message, and how to position and sell arenaflex.
• Talk to customers every week to maintain a deep understanding of our key customer segments, the problems they face, and the value they get from arenaflex.
• Ensure all related activity is diligently logged in the CRM. Anyone can look at a customer's account and easily know the history within one business day of the last activity.
• Coach the customer success team, review call recordings in Jiminny, 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 of your team members knows their quarterly targets and has clear visibility on metrics and their respective critical numbers so they can quantitatively account for their day, week, month, quarter, and year.
• Travel 5-10% of the time to company meetings and customer sites to strengthen relationships with key customers and train Customer Success Representatives.
• Predictably forecast Gross Revenue Retention and continuously validate and improve our tactics and processes by analyzing the data we aggregate.

Role Requirements

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

• You know what good scaled customer success looks like. In your career, you've managed a high volume of accounts and have experience across a range of annual contract values. You understand the differences between managing a $100 ARR account and a $75K ARR account.
• You have high standards for work, get tasks done quickly, love deadlines, appreciate the power of constraint, enjoy committing to a forecast, don't need to be followed up with, and you're a continuous learner.
• You know your way around a spreadsheet (the word "vlookup" isn't new). You know the difference between NRR and GRR, and are confident talking about SaaS metrics.
• You're a glass-half-full person, and you're practical. You roll up your sleeves and see an imperfect situation, tool, budget, etc... as an opportunity.
• You're an expert at HubSpot - this is our CRM, customer success system, marketing automation tool, etc... No, we aren't buying Gainsight.
• Talking to customers is a pleasure, not a chore. You're excited to get on a call and learn about the problems customers face and how arenaflex helps them so that you can apply what you learn to your efforts.
• Not a must-have, but bonus points for experience working with the channel/resellers.

Total Compensation Includes

* Health & Dental Benefits

• RRSP/401K Matching up to 5%
• Group Profit Sharing Program
• Health Spending/Wellness Spending ($500)
• $2000 for Learning & Development
• 20 days of Vacation (pro-rated based on your start date in your first year)

Work Environment and Company Culture

At arenaflex, we're proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Accommodations are available on request for candidates taking part in all aspects of the selection process. Our company culture is built on trust, candor, transparency, growth, learning, empowerment, performance, and accountability. We're a team that's passionate about making a difference in the lives of our customers and employees alike.

Why Join arenaflex?

* Be part of a dynamic and growing company that's revolutionizing the way organizations connect with their customers.

• Work with a talented team of professionals who are passionate about making a difference.
• Enjoy a competitive salary and benefits package that includes health and dental benefits, RRSP/401K matching, and a group profit sharing program.
• Take advantage of our comprehensive learning and development program, which includes $2000 for learning and development and 20 days of vacation (pro-rated based on your start date in your first year).
• Be part of a company that's committed to making a positive impact in the community.

How to Apply

If you're a motivated and experienced customer success leader who's passionate about driving revenue growth and customer satisfaction, we'd love to hear from you. Please submit your application today and join our team at arenaflex. Apply for this job