Experienced Customer Success Manager – DACH Region at arenaflex

Join arenaflex, a leading provider of collaborative learning software, as we continue to revolutionize the way companies upskill from within. As a key member of our Customer Success Team in the DACH region, you will play a crucial role in ensuring the success of our clients and driving business growth for arenaflex.

About arenaflex

arenaflex enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. arenaflex powers the future of work at 1,700 organizations, and we're committed to making learning inclusive for everyone.

Your Role

As a Customer Success Manager in the DACH region, you will be responsible for ensuring the success of our clients through the implementation and ongoing support of our collaborative learning software. You will work closely with our clients to understand their business objectives and develop a tailored digital training strategy that meets their needs. Your expertise will be essential in driving business impact and ensuring that our clients achieve their desired outcomes.

Key Responsibilities

* Manage the implementation team to support customers during the launch of their new collaborative learning software

• Act as a project manager when local language is required
• Support clients in their digital training strategy through the 360Learning platform
• Ensure the renewal of contracts by coordinating the different resources (technical, educational, etc.) made available
• Work closely with the local sales team to ensure client KPIs are met
• Liaise with customer success colleagues throughout Europe and the US
• Develop and maintain strong relationships with clients, including top management teams
• Identify and document customer use-cases
• Develop and share good business practices with the entire Client Success Team

What You'll Achieve

Within 1 month, you will:

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

Within 3 months, you will:

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

Within 6 months, you will:

• Define the learning transformation roadmap with the clients and identify the resources needed to achieve them
• Define a retro-planning of the initiatives on the solution and vouch for it
• 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 develop the account

Within 12 months, you will:

• Reduce churn by identifying customers at risk and implementing a remedial action plan
• Identify strong leaders within the client's team
• Develop and share good business practices with the entire Client Success Team

The Skills Set

To succeed in this role, you will need:

• 3-4 years of experience in a Customer Success position, ideally in the SaaS industry
• Native German and fluent English proficiency
• Ability to work in a strong results-oriented culture
• Capability to prioritize and manage a big portfolio of clients
• Excellent interpersonal and communication skills
• Strong interest in the digital industry, education, and e-learning in particular
• Enthusiasm for our culture, which can be found here: https://bit.ly/Convexity_360L

Interview Process

Our interview process is designed to ensure that we find the best fit for our team. You can expect:

• Phone Screen with our Talent Acquisition Manager
• Discovery Meeting with a Customer Success Manager
• Case Study with our Director of Customer Success (US) and a team member
• Clarification Meeting with our Director of Customer Success (UK)
• Culture Fit Meeting with our Chief Customer Officer

What We Offer

We offer a competitive package that includes:

• Base salary and a variable component
• Work From Home allowance
• Social security
• Health insurance
• Unemployment insurance
• Common contingency
• Salary guarantee fund
• Flexible hours
• Total work from home possible anywhere in Spain
• Diversity, Equity, and Inclusion: We have 6 active ERGs, including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity.
• Corporate Social Responsibility: Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter
• Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture: https://bit.ly/Convexity_360L

Additional Information

We're proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you! Apply to this Job Apply for this job