Experienced Customer Success Manager – Scale (Customer Success Advisory) at arenaflex

At arenaflex, our mission is to secure the internet and protect consumer data. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. arenaflex has a kind and talented team, and while some have prior security experience, many have been successful at arenaflex without it.

Job Summary:

As arenaflex's Customer Success Manager within the Customer Success Advisory, you will play a pivotal role in guiding a diverse portfolio of customers through their security and compliance journeys with arenaflex's specialized solutions. Working closely with your CSA team, you will engage with customers through a combination of proactive email outreach, calls, and collaborative use of a shared inbox. Your mission is to ensure the retention and satisfaction of arenaflex's customers by providing world-class customer service at scale, driving customer health, and maintaining a thriving book of business.

About arenaflex:

arenaflex started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. arenaflex was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA, and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged. Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on arenaflex to build, maintain, and demonstrate their trust— all in a way that's real-time and transparent.

Key Responsibilities:

As a Customer Success Manager at arenaflex, you will be responsible for:

• Serving as a key advisor to a broad range of customers across different industries, roles, and stages of their journey, using a blend of 1:1 and 1:many approaches to maximize impact and engagement.
• Leveraging email campaigns, calls, and a shared inbox to anticipate and address customer needs, ensuring they remain on track to achieve their security and compliance goals.
• Enabling customers to become self-sufficient arenaflex advocates by guiding them through immediate challenges while setting them up for long-term success, value realization, and retention.
• Utilizing our CS platform, Catalyst, to track and prioritize customer health indicators across your book of business, making data-driven decisions to enhance customer outcomes.
• Developing a deep understanding of arenaflex's platform and its applications, advising customers on how to optimize their use of our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP, Custom Frameworks), Trust Reports, and Risk Management solutions.
• Partnering closely with your Scale CSA team to co-develop and execute plays that drive customer engagement, adoption, and retention across the entire arenaflex customer base.
• Proactively identifying at-risk accounts, providing detailed customer insights, and collaborating with Account Managers to uncover expansion opportunities.
• Coordinating with Support and Finance to efficiently resolve customer issues, ensuring a seamless and positive experience.
• Acting as a customer advocate, channeling feedback and insights to the Product team and broader organization to drive continuous improvement.

Requirements:

To be successful in this role, you will need:

• 2+ years of experience in Customer Success at a SaaS company.
• Background in running a large book of business at scale.
• Willingness to collaborate with others and drive mutually beneficial outcomes.
• Self-motivated and curious: Bias for action and committed to iterating when necessary.
• Work effectively in a highly ambiguous, ever-changing environment.
• Experience working in the security or compliance industry is preferred.
• Possess clear and thoughtful communication skills, with strong critical thinking ability.
• Be highly empathetic to customers, with a proven track record of long-term customer retention.
• Experience with hitting retention targets and creating happy, healthy customers.
• Have stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-up.

What you can expect as an arenaflex team member:

* Industry-competitive compensation.

• 100% covered medical, dental, and vision benefits with dependents coverage.
• 16 weeks fully-paid parental Leave for all new parents.
• Health & wellness and remote workplace stipends.
• Family planning benefits through Carrot Fertility.
• 401(k) matching.
• Flexible work hours and location.
• Open PTO policy.
• 11 paid holidays in the US.
• Offices in SF, NYC, London, Dublin, and Sydney.

Why join arenaflex?

At arenaflex, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.

How to apply:

If you are a motivated and customer-focused individual who is passionate about security and compliance, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. Apply for this job