Experienced Digital Customer Success Partner – Collaborative Learning Strategy and North American Market Expansion

At arenaflex, we're on a mission to revolutionize the way companies approach learning and development. As a key player in our Customer Success Team, you'll have the opportunity to make a meaningful impact on our clients' digital training strategies and help drive growth across our North American markets.

About arenaflex

arenaflex is a leading provider of collaborative learning solutions, empowering companies to upskill from within and accelerate growth. With our innovative LMS platform, Learning & Development teams can turn their experts into champions for employee, customer, and partner growth. Founded in 2013, arenaflex has raised $240 million and has a global footprint with 400+ team members across North America and EMEA.

Your Role

As a Digital Customer Success Partner, you'll play a critical role in ensuring the success of our clients in their digital training strategy through the 360Learning platform. You'll lead the setup and support for clients across our North American markets during the launch of their new collaborative learning software. Your main goals will be to:

• Ensure the renewal of contracts through the coordination of different resources (technical, educational, etc.)
• Ensure the business impact of our solution is in line with the clients' business objectives
• Work closely with the North American Account Management team to ensure client KPIs are met
• Create and develop processes, reporting, and communication to handle a one-to-many approach

Key Responsibilities

Within the first month, you'll:

• Master our product and Convexity corporate culture
• Familiarize yourself with the processes and tools used by our Customer Success (CS) team
• Participate in your first customer meetings with other Customer Success Managers from our team

Within the second month, you'll:

• Host your first meetings with customers and get feedback from your peers
• Start new projects with new clients
• Participate in regular Discovery Meetings with customers to identify the features that will impact your customers' success

Within the fourth month, you'll:

• Define the learning transformation roadmap with the client and identify the resources needed to achieve them
• Activate and build a digital strategy for your book of business spanning North America, including outbound campaigns, inbound ticket management, and hosting webinars
• Define planning of the initiatives on the solution
• Identify and document customer use-cases
• Develop a relationship of trust between the client and arenaflex, particularly by having direct contact with top management teams
• Work with the Account Managers to identify new project opportunities to grow your book of business

Within the twelfth month, you'll:

• Reduce churn by identifying customers at risk and implementing an action plan
• Identify and record in our CRM SFDC strong leaders within the client's team
• Develop and share good business practices with the entire Client Success Team

The Skill Set

To succeed in this role, you'll need:

• At least 1-1.5 years of experience in a Customer Success position, ideally in the SaaS industry
• Experience managing a large book of business consisting mostly of SMB clients (100+ clients)
• A proactive approach to client management
• A preference for working in a results-oriented culture
• The ability to express your ideas through data in a clear and concise manner, both in writing and orally
• A strong interest in the digital industry, education, and e-learning in particular
• Enthusiasm for our working environment, which can be found here: https://bit.ly/Convexity_360L

What We Offer

At arenaflex, we're committed to providing our employees with a comprehensive compensation package, including:

• Pay structure includes base salary, variable incentive pay, and company equity
• Comprehensive health insurance starting your first day of employment
• RRSP contribution matching
• Generous parental leave
• Professional development opportunities through our own platform

We also offer a flexible work environment, with:

• Unlimited days of annual PTO
• 5 days for sick leave
• Holiday time in accordance with the Ontario Holiday Calendar
• We are a remote-first organization and promote flexible work hours

Diversity, Equity, and Inclusion

At arenaflex, we believe in embracing the strengths of diversity, connectedness, and inclusion. We have 6 active ERGs, including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group's activities and providing a quick path to impact.

Corporate Social Responsibility

We're committed to making a positive impact on the world around us. You can review our CSR Charter here: 360learning.com/blog/corporate-social-responsibility-charter

Culture

Our culture is built on a framework that encourages collaboration, innovation, and growth. You can learn more about our way of working and Convexity here: https://bit.ly/Convexity_360L

Interview Process

Our interview process typically includes:

• Phone Screen with our Talent Acquisition Manager
• Discovery Interview with the Hiring Coach (Director of Customer Success)
• Case Study with CS Team Leadership
• Clarification Meeting with a fellow Customer Success Manager
• Culture Interview with the Cross Functional Team Leader
• References & Offer!

Additional Information

If you're excited about the opportunity to join our team and make a meaningful impact on our clients' digital training strategies, we encourage you to apply. You can learn more about our company culture and values here: https://bit.ly/42H1ggC We can't wait to learn from and with you! Apply for this job