Principal Customer Success Manager – Driving Customer Value and Growth at arenaflex

At arenaflex, we're revolutionizing the way organizations manage their contract lifecycle with our cutting-edge, data-first contract lifecycle management (CLM) software. As a leader in the industry, we're committed to delivering exceptional customer experiences that drive business success. We're now seeking an experienced Principal Customer Success Manager to join our team and help us take our customer success to the next level.

About arenaflex

arenaflex is a global leader in CLM software, trusted by organizations worldwide to manage the end-to-end process of proposing, negotiating, signing, and leveraging contracts. Our flexible Data-first Agreement Platform (DAP) empowers customers to quickly and collaboratively reach agreement and leverage contract visibility to thrive with competitive advantage. With powerful, pragmatic artificial intelligence as a legal force multiplier and robust integration capabilities as a data liberator, our certified implementers deliver connected, intelligent, and autonomous solutions across the entire contract lifecycle.

Why arenaflex?

We're a growing, vibrant, and successful company that's at the forefront of a market that's becoming a must-have for all organizations. Our working philosophy is that "EX = CX": when employee experience is excellent, so is customer experience. We support multiple Employee Resource Groups (ERGs) and offer a working environment that supports healthy work/life balance, including floating holidays and a quarterly, no-questions-asked wellness day.

Position Overview

As a Principal Customer Success Manager with a technical focus, you'll be a trusted advisor and strategic partner to high-value accounts, leveraging your deep product knowledge and consultative skills to maximize customer value. You'll work closely with implementation, support, sales, and engineering teams to help customers unlock the full potential of our solutions, identify upsell opportunities, and drive retention and growth.

Job Responsibilities

*

Customer Liaison:

Build and maintain strong relationships with key customer contacts, implementation teams, partner implementers, and internal stakeholders to ensure continuity and progress on large-scale service engagements.

Proactive Customer Engagement & Growth:

Partner closely with customers to drive engagement, retention, and expansion. Conduct regular Business Reviews with key accounts to assess progress, understand evolving needs, and align on growth strategies.

Usage Monitoring & Opportunity Identification:

Proactively monitor customer usage trends to identify potential risks, uncover new opportunities for growth, and recommend strategies for increased adoption.

Strategic Advising:

Act as a trusted advisor to customers, adopting a customer-first mindset to understand their business needs and advocate for their success.

Value Identification:

Provide expertise to assess client needs and identify valuable solutions that our product can deliver.

Goal Setting & Cross-Functional Collaboration:

Set clear, transparent goals to meet client requirements, working closely with internal teams to ensure goal alignment and successful delivery.

Effective Communication:

Maintain consistent and transparent communication with customers and internal stakeholders, representing the customer's voice across teams.

Data-Driven Approach:

Be passionate about data and insights, using data to drive meaningful change and demonstrate measurable impact.

Product Expertise:

Conduct L1 product demos, review new features and functionalities, and advise customers on technical setups and configurations to enhance their product experience.

Feature Adoption & Change Management:

Guide feature adoption, facilitate onboarding, and manage change effectively, providing proactive support for key functionalities.

Upsell & Expansion Opportunities:

Partner with AEs to identify and qualify upsell opportunities, generating internal referrals and contributing to pipeline growth.

• Other duties as assigned.

Required Qualifications

* 5+ years in customer success, account management, or related fields, with experience in technical solutions and complex service engagements.

• Proven experience in identifying upsell opportunities and driving growth within customer accounts.
• Strong technical acumen with the ability to deliver product demos and consult on technical configurations.
• Excellent interpersonal and communication skills, with a strong focus on customer-centric engagement and cross-functional collaboration.
• Demonstrated ability to manage multiple accounts and objectives in a fast-paced environment.

Preferred Qualifications

* Experience working with CLM software or similar technical solutions.

• Strong understanding of contract lifecycle management and its applications.
• Familiarity with arenaflex's Data-first Agreement Platform (DAP) and its features.
• Experience with data analysis and insights to drive business decisions.
• Strong problem-solving and analytical skills.

What We Offer

* Competitive salary and bonus structure.

• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) matching program.
• Flexible work arrangements, including remote work options.
• Professional development opportunities, including training and education programs.
• Collaborative and dynamic work environment.
• Recognition and rewards for outstanding performance.

How to Apply

If you're a motivated and results-driven individual with a passion for customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We're an equal opportunities employer and welcome applications from diverse candidates.

Contact Information

For more information about this role or to discuss your application, please contact our Talent Acquisition team at [arenaflex Talent Acquisition](mailto:[email protected]).

Equal Opportunities Employer

arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and diverse workplace where everyone can thrive. Apply for this job