Experienced Full Stack Customer Success Manager – Enterprise Translation & Localization Industry Experience Required

At arenaflex, we're revolutionizing the way businesses communicate across languages and cultures. As a leading provider of AI-powered translation services, we're committed to delivering accurate, nuanced translation across text, video, and speech in 100+ languages. Our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback empower global organizations to scale their growth and deliver seamless multilingual experiences. We're seeking an experienced Customer Success Manager to join our team and drive customer success, satisfaction, and growth. As a key member of our Customer Success team, you'll be responsible for managing our largest Enterprise accounts, achieving high customer retention rates, and ensuring an environment for revenue expansion. If you're passionate about customer success, have a proven track record of accelerating customers' technology adoption, minimizing churn, and growing Enterprise accounts, we want to hear from you.

About arenaflex

arenaflex was founded by Spence and John, who met at Google working on Google Translate and saw the need for better AI-powered translation in the enterprise. Since 2015, arenaflex has focused on building cutting-edge language technology, investing early in Large Language Models to improve translation quality and meet the demands of global organizations. Today, arenaflex's Contextual AI Engine, Connector APIs, and Human Adaptive Feedback deliver accurate, nuanced translation across text, video, and speech in 100+ languages. Integrated with 100+ business systems, arenaflex helps enterprises scale global growth and deliver seamless multilingual experiences. We're trusted by Intel Corporation, Canva, the United States Department of Defense, the United States Air Force, ASICS, and hundreds of global Enterprises. arenaflex is backed by visionary investors including Intel Capital, Sequoia Capital, and Redpoint.

The Customer Success Team at arenaflex

The Customer Success team at arenaflex is dedicated to ensuring the success and satisfaction of our diverse range of customers utilizing our language services SaaS platform and services. Our team serves as trusted advisors to maximize customer value from our platform. We proactively engage with customers to understand their unique needs, provide workflow consultations, and identify opportunities for expansion and growth. By fostering strong relationships and advocating for customers' interests within the organization, we drive customer retention and foster long-term partnerships. Through continuous education, support, and collaboration, we empower our customers to achieve their global communication goals.

Where You'll Work

This position can be based in New York City, Boston, Washington D.C., or Indianapolis. In Indianapolis, you will be expected to work in the office in a hybrid capacity. In all other locations, you will start as fully remote and then transition to hybrid once offices are opened in those locations.

What You'll Do

As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of our customers. You will serve as the primary point of contact for these customers, building and nurturing strong relationships, providing strategic guidance, and serving as a trusted advisor on product/service usage and best practices. This role is instrumental in driving customer retention and growth, as well as advocating for customers within the organization.

Key Responsibilities:

* Accelerate customer platform adoption during the onboarding phase by: + Driving post-sales engagement, achievement of success criteria when applicable, and proactively identifying and managing risk areas + Ensuring proper internal alignment and customer communication to keep all deliverables on track and compliant with industry standards + Anticipating and addressing issues that may arise and finding solutions that unblock and exceed customer expectations

• Ensure customer retention by:

+ Working with the customer to understand, measure, and consistently deliver high ROI + Driving high utilization of the customer's arenaflex subscription + Driving the customer's business transformation and operational excellence + Being the customer's trusted advisor and advocate within arenaflex + Collaborating and communicating across various arenaflex teams to ensure problems are solved, meet, and exceed success metrics

• Grow product use within our customer base by:

+ Serving as the primary Customer DRI (Directly Responsible Individual) for Enterprise accounts, owning the end-to-end customer experience and ensuring their success with our platform and services + Developing and maintaining strong, long-lasting relationships with key stakeholders within customer organizations, serving as a trusted advisor on product usage, best practices, and industry trends + Conducting regular calls and Quarterly Business Reviews (QBRs) to review account health, discuss strategic initiatives, and identify opportunities for expansion and growth + Proactively identifying and pursuing opportunities for upselling and cross-selling additional services or features + Collaborating closely with Account Executives to align on customer strategy, drive mutual success, renew contracts, and maximize revenue potential + Monitoring customer health and engagement metrics, proactively addressing any issues or concerns and driving initiatives to improve customer satisfaction and retention + Acting as the voice of the customer within the organization, gathering feedback, advocating for product enhancements, and ensuring customer needs are addressed + Collaborating with Marketing to develop customer stories, gather testimonials, and contribute to case studies and other marketing materials

Skills and Experience:

* REQUIRED: experience in the translation and localization/language services industry

• 5+ years of experience in customer success, account management, or related roles, preferably in SaaS or language services industry
• Prior experience managing a portfolio of customers with total annual recurring revenue (ARR) between $1 and $5 million
• Minimum Bachelor's degree
• Willingness to travel and meet customers up to 15% of the time
• A true passion for customers and Customer Success with the ability to build strong relationships
• Truly enjoys a dynamic startup environment where every day is different and each challenge is different
• Can juggle multiple, very different tasks – delivering QBRs to the executive team of an advanced customer today, onboarding a new customer tomorrow, partnering with sales on an upsell opportunity the next day. Each customer may have very different use cases and specific needs, so being able to stay organized and accomplish their goals is essential to our success.
• An eye for building processes and systems that can scale arenaflex's customer engagement model
• Proven track record of successfully managing customer accounts and driving customer satisfaction, retention, and growth
• Excellent communication and interpersonal skills, with the ability to build strong relationships and effectively communicate with stakeholders at all levels
• Empathy and customer-centric mindset, with a genuine desire to understand and meet the needs of customers
• Strong problem-solving abilities and strategic thinking skills, with a focus on driving results and delivering value to customers
• Time management and organizational skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment
• Collaboration and teamwork skills, with the ability to work effectively across cross-functional teams to drive customer success initiatives
• Adaptability and flexibility, with the ability to quickly adapt to changing priorities, customer requirements, and business needs
• Experience in conducting QBRs, delivering presentations, and leading customer meetings

Benefits:

* United States + Compensation: At market salary with the opportunity to earn on-target earnings (OTE), meaningful equity, 401(k) matching, and flexible time off plus company holidays + Medical Benefits: Employees receive coverage of medical, dental, and vision insurance, and more. In addition, arenaflex pays for basic life insurance, short-term disability, and long-term disability + Paid parental leave is provided after 6 months + Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle

How to Apply

If you're passionate about customer success and have a proven track record of driving customer satisfaction, retention, and growth, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job