Experienced Senior Manager, Customer Success – Enterprise Customer Growth and Retention

At arenaflex, we're revolutionizing the restaurant industry with our cutting-edge, cloud-based platform that provides a unique, centralized solution for accounting and back-office operations. Our culture is built on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we're and always will be "Best in Class" – and we want that for you too!

Job Summary:

We're seeking an experienced Senior Manager, Customer Success to lead our Enterprise Customer Success team. As a key member of our arenaflex team, you'll be responsible for overseeing and mentoring a team of Customer Success Managers, driving customer retention, adoption, and growth, and collaborating with cross-functional teams to ensure customer success. If you're a seasoned customer success professional with a passion for driving business growth and delivering exceptional customer experiences, we want to hear from you!

Key Responsibilities:

* Lead, mentor, and develop a team of Customer Success Managers, setting team goals, tracking performance, and providing regular feedback

• Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users
• Develop and implement customer success strategies to drive adoption, retention, and growth
• Monitor key customer success metrics and identify areas for improvement
• Collaborate with sales, product, and engineering teams to ensure alignment and effective solutions
• Ensure timely and effective delivery of customer success programs and initiatives
• Manage customer success processes and tools
• Identify and implement process improvements to enhance customer experience
• Contribute to the development of overall customer success strategy and roadmap
• Analyze customer data and insights to identify trends and opportunities
• Advocate for customer needs and feedback within the organization

How You'll Add Value:

* Hire, guide, and develop a team of Customer Success Managers as well as leaders/managers

• Motivate and lead team to achieve OKRs and deliver world-class Gross Net Retention results for Enterprise Customer Segment
• Manage customer retention, churn, and key metrics such as customer health and NPS
• Hold CSMs accountable for team KPIs and company OKRs
• Assist with User Groups, Webinars, and User Forums
• Identify opportunities for Professional Services offered by arenaflex
• Manage credits requests and resolve escalated issues
• Manage customer programs and outreach initiatives
• Manage team expense reports and time off requests
• Provide industry, accounting, and solution expertise to the entire organization

What You'll Need to Be Successful in This Role:

* Bachelor's degree or equivalent; Master's degree or relevant certification a plus

• 10+ years in a customer-facing role in customer success, account management, or related roles
• Proven track record as a Senior Manager of Customer Success Managers
• Experience supporting and maintaining Enterprise customers in a SaaS platform
• Ability to travel 25%
• Knowledgeable in all areas of a scalable, delightful customer journey
• Strong understanding of all platforms and tools used by the team and can explain them for best practice use
• Very organized, detail-oriented, and analytical
• Collaborative and flexible working style
• Ability to teach and coach effectively
• Efficient and timely with deadlines and deliverables
• Strong organization and time-management skills
• Ability to work independently without supervision
• Salesforce experience

Preferred Qualifications:

* Previous Gainsight experience or other customer success management platform

• Previous Monday.com experience or other project management software

arenaflex Team Member Benefits & Compensation:

* Salary range: $145,000 - $174,000

• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives

About arenaflex:

arenaflex is an equal opportunity employer. We're committed to creating a diverse and inclusive work environment that fosters growth, innovation, and exceptional customer experiences. If you're passionate about customer success and driving business growth, we want to hear from you!

How to Apply:

If you're ready to join a dynamic team that's revolutionizing the restaurant industry, click the link below to apply for this exciting opportunity! Apply To this Job Apply for this job