Experienced Senior Manager, Customer Success – Web & Cloud Application Development

At arenaflex, we're revolutionizing the way businesses approach audit, risk, ESG, and InfoSec. With a leading platform that's surpassed $200M ARR and continues to grow, we're proud to be the go-to solution for over 50% of the Fortune 500, including 7 of the Fortune 10. Our customers love us, and we're top-rated on G2.com and Gartner Peer Insights. As a Senior Manager, Customer Success at arenaflex, you'll be part of a dynamic team that's passionate about driving customer satisfaction and measurable business impact. You'll lead and develop a team of talented Customer Success Managers (CSMs) while directly partnering with enterprise customers to ensure their success with our solutions. This role is perfect for a strategic leader who thrives in a fast-paced environment, embraces hands-on engagement, and is passionate about driving customer satisfaction and measurable business impact.

Why is this Role Exciting?

* You'll be at the forefront of building and scaling our enterprise customer success function, setting the foundation for future growth.

• This is a high-visibility role where your efforts directly contribute to our customers' success and the company's bottom line.
• You'll get to lead a team while staying actively involved with customers, keeping your skills sharp and your contributions tangible.
• Join a supportive, innovative team where your ideas are valued, and your work makes a difference.
• As we scale, you'll have the opportunity to grow with us, taking on increasing responsibility and influence.

Key Responsibilities:

### As a Coach:

• Lead, mentor, and develop a team of CSMs, fostering a culture of customer-centricity and continuous improvement.
• Drive team performance by setting clear goals, tracking key metrics, and providing actionable feedback.
• Collaborate with cross-functional teams (Sales, Product, and Marketing, etc.) to optimize the customer journey and drive advocacy.

### As a Player:

• Act as the main point of contact for key enterprise accounts, ensuring their goals are met and exceeded.
• Develop and execute success plans tailored to each customer's business objectives.
• Proactively identify opportunities for growth, expansion, and customer advocacy.
• Navigate complex stakeholder environments to ensure seamless collaboration and value delivery.

Attributes for a Successful Candidate:

* 5–7+ years of experience in Customer Success, Account Management, or Client Services in a B2B SaaS environment.

• 2–4+ years of experience managing and developing customer-facing teams.
• Strategic thinker with a hands-on approach to execution, balancing tactical and long-term objectives.
• Proven track record of retention, expansion, and customer advocacy success.
• Experience working with executive stakeholders (internally and externally).
• Exceptional communication, relationship-building, and problem-solving skills, with an ability to engage and influence stakeholders at all organizational levels.
• Demonstrated success in leading through change and scaling teams/processes.
• Prior ownership of customer lifecycle strategies, including onboarding, adoption, renewals, and churn mitigation.
• Familiarity with customer success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM tools (e.g., Salesforce).
• Willingness and ability to travel within the U.S. and Canada as needed.
• 1+ years of hands-on experience with arenaflex modules, data load processes, and advanced configurations (nice to have).

Our Company Values:

* Customer obsession: Apply relentless focus on listening to and understanding customers as the core of everything we do.

• Win, together: Drive to be the best while supporting each other's success.
• Gritty resilience: Thrive in a fast-paced and dynamic environment, balancing immediate priorities with big-picture strategic goals.
• Personal improvement: Stay eager to share insights, seek feedback, and continuously learn.
• Constant innovation: Challenge the status quo and drive improvements.

Perks:

* Launch a career at one of the fastest-growing SaaS companies in North America!

• Live your best life (LYBL)! $200/mo for anything that enhances your life
• Remote and hybrid work options, plus lunch in the Cerritos office
• Comprehensive employee health coverage (all locations)
• 401K with match (US) or pension with match (UK)
• Competitive compensation & bonus program
• Flexible Vacation (US exempt & CA) or 25 days (UK)
• Time off for your birthday & volunteering
• Employee resource groups
• Opportunities for team and company-wide get-togethers!

Please note that background checks are required. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information.

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