Experienced Customer Success Manager – Enterprise Account Management and Strategic Partnership Development

At arenaflex, our mission is to revolutionize the way companies connect with their employees, fostering a culture of engagement, productivity, and growth. As a leading provider of intelligent communication platforms, we empower organizations to make work better for every worker. With a global presence and a customer base that includes 40 of the Fortune 100 companies, we're on a mission to transform the employee experience.

Our Values

At arenaflex, we believe in a culture of ownership, innovation, and collaboration. Our values are the foundation upon which we build our relationships with customers, partners, and each other. We're committed to:

• Empowering every employee to take ownership of their work and contribute to our collective success
• Embracing change as a catalyst for improvement and driving innovation in everything we do
• Fostering a culture of teamwork, where everyone is committed to helping their colleagues and customers thrive

The Customer Success Manager Role

We're seeking an experienced Customer Success Manager to join our team and play a critical role in driving the long-term success of our global Enterprise customers. As a Customer Success Manager, you'll be responsible for guiding assigned customers through their journey with arenaflex, ensuring they meet predefined milestones and achieve positive business outcomes. You'll collaborate with customers to create actionable plans and prescriptive tasks, providing guidance and support throughout the journey.

Key Responsibilities

* Guided Customer Journey Management: Guide assigned customers through the customer journey, ensuring they're on track to meet predefined milestones and positive business outcomes. Collaborate with customers to create actionable plans and prescriptive tasks, providing guidance and support throughout the journey.

• Trigger Response and Play Execution: Monitor customer progress and health for triggers indicating potential deviations from the journey goals or risk of churn. Execute predefined plays in response to specific triggers, such as proactive outreach, additional training, or escalation to internal teams, to mitigate risks and realign customers toward success.
• Cross-functional collaboration and Account Risk Escalation Management: Work closely with internal teams (e.g., Support, Engineering, and Product) to coordinate customer activities and ensure a seamless experience throughout the journey. Escalate and manage complex customer issues, facilitating resolution and ensuring customer satisfaction.
• Value Optimization and Customer Enablement: Partner with Business Value Consultants to iterate on the blueprint for success, evolving business objectives, and actionable steps throughout the customer journey. Provide ongoing education and enablement to empower customers to leverage arenaflex to its fullest potential, driving long-term success and maximal value.
• Renewal Rate Focus: Work to ensure high customer satisfaction, health, and overall success to drive renewals and positively impact the Gross Retention Rate (GRR). Coordinate with the Account Management team to facilitate smooth renewals and identify expansion opportunities, fostering long-term customer relationships and loyalty.

You May Have

* Bachelor's Degree in Business Administration, Communications, or similar field of study, or commensurate professional experience

• Three or more years of experience in customer-facing roles in Customer Success or Professional Services within a B2B SaaS company
• Operational knowledge of internal communication and HR technology domains, including Microsoft 365, Sharepoint, Teams, Intranets, HRIS like Workday, PeopleSoft, and other systems like SSO
• Demonstrated ability to manage individual and engagement-wide scope of work
• Prior experience successfully supporting customers with onboarding, renewals, and expansion processes
• A proven track record of meeting with senior management and executives as the subject matter expert
• A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues
• Ability to collaborate internally with multiple teams and be the voice of the customer
• Strong project management skills and proven ability to execute against a defined methodology and deliver projects within scope, budget, and timeline

Why arenaflex?

At arenaflex, we're passionate about making work better for every worker. We believe that by empowering employees to connect with their organizations in meaningful ways, we can drive productivity, engagement, and growth. If you share our vision and values, we'd love to have you join our team. We offer a dynamic and inclusive work environment, where ideas are rewarded regardless of who they come from. We're committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.

What We Offer

* A competitive salary range of $70,000-$113,000, depending on experience and qualifications

• A comprehensive benefits package, including health insurance, retirement savings, and paid time off
• A dynamic and inclusive work environment, where ideas are rewarded and growth is encouraged
• Opportunities to work with a global customer base and contribute to the development of our intelligent communication platforms
• A leadership team that is committed to your growth and development, both personally and professionally

If you're passionate about customer success and want to join a team that is dedicated to making work better for every worker, we encourage you to apply for this exciting opportunity. Apply for this job