Experienced Customer Success Manager – AIoT SaaS Mobile Asset Industry

At arenaflex, we're a global leader in the artificial intelligence of things (AIoT) software-as-a-service (SaaS) mobile asset industry, with over 30 years of experience in unifying business operations through data ingestion, harmonization, and integration. Our people-centric approach empowers our customers to realize impactful and sustained business improvement. We serve over 2.6 million subscribers across more than 48,000 customers in 120 countries, with commercial operations in every major continent.

Join arenaflex's Customer Success Team

We're seeking an experienced Customer Success Manager to play a pivotal role in ensuring our customers achieve their desired outcomes with our solutions. As a strategic advisor, you'll guide customers through onboarding, drive adoption, and foster long-term partnerships. By proactively identifying opportunities and mitigating risks, you'll maximize customer satisfaction, retention, and revenue growth.

Key Responsibilities

### Customer Onboarding & Implementation

• Work in partnership with the Implementation team to ensure that new customers adopt arenaflex's solutions seamlessly.
• Build a clear understanding of the customer landscape and stakeholders, establishing and nurturing relationships to set the foundation for a successful, long-term partnership.
• Establish an account plan with clear objectives, actions, and success metrics, aligning arenaflex's capabilities with the customer's business goals.
• Track and manage the ongoing execution of key actions as identified in the Account Plan.

### Relationship Management & Customer Advocacy

• Serve as the primary point of contact for assigned accounts, building and maintaining trusted partnerships.
• Be the voice of the customer, advocating for their needs and ensuring continuous engagement.
• Take responsibility for driving resolution of customer challenges in collaboration with internal stakeholders.
• Stay informed on technological advancements, industry trends, and best practices to provide strategic recommendations.

### Proactive Engagement & Value Delivery

• Monitor and drive product adoption through ongoing education and coaching, ensuring that customers are using arenaflex's solution effectively to derive business value.
• Monitor customer health metrics, proactively addressing challenges and identifying opportunities for improvement.
• Close the loop on customer feedback, ensuring that survey results and insights drive tangible action.
• Review customer progress through formal and regular business reviews, demonstrating ROI and uncovering opportunities for further engagement.

### Collaboration & Cross-Functional Partnership

• Work closely with Sales, Product, Support, Finance, and Operations to ensure a seamless customer experience.
• Share customer insights to drive continuous improvement and enhance arenaflex's offerings.
• Keep arenaflex leadership informed of critical escalations and risks associated with the customer relationship.

### Retention & Expansion

• Identify growth opportunities within existing accounts, presenting relevant upsell and cross-sell solutions in collaboration with Sales.
• Proactively manage contract delivery and renewals by understanding customer needs and aligning them with arenaflex's evolving capabilities.
• Partner with Sales to expand our footprint within customer organizations in alignment with arenaflex's strategic objectives.

### Reporting & Insights

• Track and analyze customer engagement, usage trends, and key success metrics.
• Provide data-driven insights to inform arenaflex's customer engagement strategies.

Qualifications

### Required Skills & Experience

• 3+ years in customer success, account management, or a related customer-facing role within a B2B or SaaS environment.
• Strong ability to analyze and interpret customer data to identify opportunities for improvement.
• Business acumen: revenue and growth awareness, financial literacy, strategic thinking.
• Self-driven and motivated to drive outcomes and value for customers, using a methodical and strategic approach.
• Excellent relationship-building and communication skills.
• Passion for helping customers leverage technology to drive business success.
• Ability to work cross-functionally and collaborate with internal teams.

### Preferred Skills

• Experience in SaaS, IoT, logistics, or asset management industries.
• Familiarity with customer success tools and CRM platforms.
• Strong problem-solving skills and ability to work in a fast-paced environment.

### Education

• Bachelor's degree in Business, Communications, or a related field preferred. OR 7 years of experience?

Key Performance Indicators

* NPS results

• Relationship CSAT results
• Churn rate
• Net Revenue Retention

Equal Employment Opportunity Statement

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected status under applicable law. We believe that diverse perspectives drive innovation and success, and we're proud to be a workplace that reflects the communities we serve.

Why Join arenaflex?

* Collaborative and dynamic work environment

• Opportunities for career growth and professional development
• Competitive compensation and benefits package
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and innovative solutions
• Collaborative and supportive team culture

How to Apply

If you're a motivated and customer-centric professional looking to drive business success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply for this job