Experienced Full Stack Customer Success Manager – Scaling Customer Value and Growth

At arenaflex, we're on a mission to revolutionize the way finance teams work, freeing them from the limitations of clunky, disparate systems and manual processes. Our rapidly growing portfolio of solutions, built on the oracle NetSuite platform, offers advanced automation and integration solutions to a wide spectrum of business-critical functions. With a growing innovation-minded team of over two hundred folks, based across North America, Europe, and Asia Pacific, we're excited to welcome talented individuals looking to grow alongside us.

About arenaflex

arenaflex is a leading SaaS company that helps over 3,000 companies worldwide work smarter, faster, and more securely, while maximizing platform value. Our journey has only just begun, and we're committed to building an equitable, inclusive, and supportive place for our team members to do some of the greatest work of their careers.

About the Role

As an Experienced Full Stack Customer Success Manager, you'll be at the heart of how we support a large and diverse portfolio of customers, combining technology, automation, and data to deliver a personalized experience at scale. This is more than just managing accounts; you'll be the strategic partner who helps customers unlock real business value, proactively solve challenges, and become loyal advocates. If you love working efficiently, thinking a few steps ahead, and finding scalable ways to make customers happy, this is your opportunity to shine.

Key Responsibilities

### Customer Engagement & Success

• Build relationships with customers to understand their goals, challenges, and how our product supports their success.
• Conduct periodic check-ins with customers to assess satisfaction and reinforce product value.
• Ensure customers are fully leveraging the product to achieve business outcomes.

### Retention & Growth

• Monitor customer health using tools and metrics (usage, engagement, CSAT, NPS).
• Proactively address risks and implement strategies to reduce churn.
• Identify and qualify upsell and cross-sell opportunities in collaboration with the Account Management team.

### Scalable Strategy & Execution

• Leverage automation, standardized playbooks, and segmentation to drive efficiency and scale outreach.
• Deliver the right level of engagement across high-, medium-, and low-touch customer segments.
• Guide customers through new product features and releases to maximize value.

### Internal Collaboration & Advocacy

• Act as the voice of the customer, surfacing feedback and insights to product, sales, and support teams.
• Coordinate with support teams to resolve technical issues and improve customer experience.
• Share learnings and success stories internally to help refine our customer success strategy.

### Reporting & Documentation

• Track and document customer interactions, health scores, escalations, and lifecycle events in our CRM and customer success platform.
• Provide regular reports and updates on customer health, risks, and retention outcomes to leadership.

What You'll Bring

* 3+ years in Customer Success, Account Management, or a similar client-facing role in a SaaS or tech company.

• Strong communication and presentation skills, both written and verbal.
• Excellent active listening and empathy to understand and resolve customer challenges.
• Confidence leading customer meetings, webinars, and success planning sessions.
• A data-driven mindset and ability to analyze customer insights to drive decisions.
• Experience using tools like Salesforce, Gainsight, or other customer success platforms.
• Familiarity with customer success methodologies (e.g. CSM lifecycle, journey mapping, success plans).

Bonus Points If You Have:

* Experience managing a scaled customer portfolio or working in a tech-touch model.

• Familiarity with automation tools, lifecycle email campaigns, or CS playbooks.
• Understanding of the SaaS customer journey and revenue metrics (ARR, churn, NRR, etc.).

Benefits

At arenaflex, our benefits are designed to enrich your life beyond the workplace. Recognizing that work is just a fraction of your overall life experience, we are dedicated to providing robust support. As a fully remote company, we prioritize flexibility and balance. Explore our comprehensive list of benefits at arenaflex.com. arenaflex is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws. We strongly encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we’re eager to further diversify our company. arenaflex is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career. If you're passionate about helping customers succeed and scaling that impact with smart systems and strategy, we'd love to hear from you! Apply now to join our team and be part of our mission to revolutionize the way finance teams work. Apply for this job