Director, Global Customer Success - East Region US

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Director, Global Customer Success, you'll play a pivotal role in leading and scaling our global customer-facing post-sales functions. This is a unique opportunity to combine hands-on account management in the North American market with strategic leadership of three global teams: Customer Success Managers (CSMs), Technical Account Managers (TAMs), and Migration Support Specialists (MSSs).

About arenaflex

arenaflex is a cutting-edge technology company that's pushing the boundaries of innovation. With a strong focus on customer satisfaction, retention, and expansion, we're committed to delivering exceptional value to our customers. Our team is passionate about driving long-term customer outcomes, operational excellence, and scalable post-sales engagement models.

Job Summary

We're seeking an experienced and highly motivated Director, Global Customer Success to lead and scale our global customer-facing post-sales functions. The ideal candidate is passionate about driving long-term customer outcomes, operational excellence, and scalable post-sales engagement models. You will support customer satisfaction, retention, and expansion initiatives, while enabling consistent and proactive value delivery throughout the customer lifecycle.

Responsibilities

As a Director, Global Customer Success, you'll be responsible for: ### Customer Success (NAM IC Role)

• Serve as the primary Customer Success Manager for a portfolio of North American-based strategic accounts.
• Own customer onboarding, adoption, health monitoring, renewals, and expansion conversations.
• Facilitate business reviews to reinforce value delivered and identify growth opportunities.
• Coordinate with support, product, and engineering to resolve issues, escalate as needed, and communicate updates.

### Global Leadership & Team Management

• Lead and mentor the global Customer Success, TAM, and Migration Support teams.
• Define and execute global strategies for onboarding, customer lifecycle management, and expansion.
• Foster a culture of accountability, collaboration, and continuous improvement across all functions.
• Align cross-functionally with Sales, Product, Engineering, and Support to deliver unified customer experiences.

### Operational Excellence

• Oversee team adherence to operational best practices, including Jira and Salesforce hygiene.
• Develop and maintain dashboards to track customer health, adoption, renewals, migration progress, and support activity.
• Drive scalable reporting processes to ensure visibility across the organization, including executive stakeholders.
• Maintain a cadence of QBRs, team check-ins, and retrospectives to drive improvements in service delivery.

### Migration Support Oversight

• Lead global migration planning and support team, ensuring successful Java migration outcomes.
• Guide customers through technical readiness assessments, implementation roadmaps, and best practices.
• Collaborate with internal stakeholders and certified partners to ensure delivery excellence.

Qualifications

To be successful in this role, you'll need:

• 10+ years in Customer Success or Technical Account Management, with at least 5 years in a global leadership capacity.
• Proven track record managing strategic customers and leading global, distributed teams.
• Experience in the Java ecosystem, cloud infrastructure, or enterprise software a strong plus.
• Exceptional communication and relationship-building skills across technical and business stakeholders.
• Hands-on experience with Salesforce, Jira, and customer health dashboards.
• Ability to work independently in a fast-paced, globally distributed environment.

What We Offer

At arenaflex, we're committed to providing a dynamic and supportive work environment that fosters growth and development. As a Director, Global Customer Success, you'll have the opportunity to:

• Work with a talented and passionate team of professionals who are dedicated to delivering exceptional customer experiences.
• Develop and execute global strategies that drive customer satisfaction, retention, and expansion.
• Lead and mentor a team of Customer Success Managers, Technical Account Managers, and Migration Support Specialists.
• Collaborate with cross-functional teams to deliver unified customer experiences.
• Enjoy a competitive compensation package, including salary, bonus, and stock options.
• Participate in a comprehensive benefits program, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
• Take advantage of ongoing training and development opportunities to enhance your skills and knowledge.

How to Apply

If you're a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your qualifications and experience. We can't wait to hear from you! [Apply to this Job](https://empllo.com/jobs/view/arenaflex-director-global-customer-success-east-region-us-3214904) Apply for this job