Experienced Vice President of Customer Success – Global Enterprise and Strategic Accounts

At arenaflex, we're redefining the fundraising landscape with our cutting-edge platform, empowering non-profit organizations to reach their full potential. As a leader in the industry, we're committed to delivering exceptional customer experiences, driving growth, and fostering long-term value. We're now seeking a seasoned and strategic Vice President of Customer Success to spearhead our global Customer Success organization, driving customer outcomes across our enterprise, strategic, mid-market, and SMB segments.

About arenaflex

arenaflex is a pioneering fundraising platform that's revolutionizing the way non-profit organizations raise funds. Our innovative approach focuses on enhancing loading speeds, boosting conversion rates, offering diverse payment methods, and more. Each month, individuals worldwide donate tens of millions of dollars through our platform, making us the go-to fundraising solution for some of the world's leading non-profit organizations, including UNICEF, The Obama Foundation, and the Alzheimer's Association.

About the Role

We're seeking a seasoned leader with a proven track record of building and scaling high-performing teams. As our Vice President of Customer Success, you'll be responsible for driving customer outcomes, ensuring retention, growth, and long-term value. You'll establish operational excellence throughout the customer lifecycle, fostering strong cross-functional alignment with Product, Sales, Marketing, and Implementation.

Key Responsibilities

* Lead, mentor, and grow a high-performing global Customer Success team, fostering a culture of excellence, accountability, and customer centricity.

• Own customer health and retention, proactively identifying risks and driving team performance through KPIs and OKRs, ensuring high retention and NRR.
• Build and scale processes for seamless onboarding, retention, and growth, enforcing operational rigor in follow-ups, internal communications, and handoffs.
• Guide CSMs in delivering effective QBRs, success plans, and executive engagement, while enabling them to articulate ROI and influence stakeholders.
• Partner with Sales and Product to identify and drive upsell and cross-sell opportunities, guiding value selling strategies to expand relationships in existing enterprise accounts.
• Champion customer needs, serve as the point of escalation, and ensure seamless collaboration with international teams (including Eastern Europe), as well as Chief Customer Officer, Implementation, Marketing, Sales, and Product.
• Ensure strong customer access for Product to gather feedback for roadmap prioritization, representing the voice of the customer in leadership forums.
• Leverage data and insights to improve lifecycle engagement, drive product adoption, and foster customer advocacy, developing scalable playbooks and CS frameworks with international teams.

Skills and Qualifications

* 12+ years of experience in B2B or B2B2C SaaS Customer Success, including 7+ years in CS leadership roles

• Experience managing large global teams (LATAM is a plus), and collaborating with international product and support teams (Eastern Europe is a plus)
• Proven track record scaling Customer Success functions and delivering high Retention and NRR in high-growth SaaS environments
• Deep understanding of customer lifecycle management, account and success planning, and enterprise engagement
• Strong executive presence with the ability to influence and build trust with C-level stakeholders
• Experience working with CRMs, digital marketing tools, Google Analytics, and integration platforms
• Bonus: Experience working with or supporting nonprofits

Benefits

* Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family.

• FSA Spending Account.
• Remote or Hybrid work. Our teams are spread globally.
• 15 days of vacation, 7 company holidays plus an additional 3 floating holidays and 5 sick days.
• 401(k) plan with company match.
• 100% Company-paid short-term disability, long-term disability, basic life insurance and AD&D.
• Paid parental leave (12/6 weeks).

Why Join arenaflex?

At arenaflex, we're passionate about creating a workplace that's inclusive, diverse, and supportive. We believe in empowering our employees to grow, learn, and thrive. As a member of our team, you'll have access to:

• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive benefits package
• Flexible work arrangements to balance work and life

How to Apply

If you're a seasoned leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!

Note:

All official correspondence from arenaflex will exclusively originate from the @arenaflex.com domain. Exercise caution and ensure the authenticity of emails claiming to be from our company. Apply for this job