Senior Customer Success Manager – Enterprise Client Retention, Growth & Strategic Advisory at arenaflex

About arenaflex – Pioneering the Future of Field Service Solutions

arenaflex is a market‑leading technology platform that connects businesses with skilled service professionals, creating a seamless ecosystem for field‑service operations. Our integrated, user‑friendly solution empowers companies to expand their service offerings while giving technicians the flexibility to work on their own terms. By championing innovation, transparency, and collaboration, arenaflex helps the entire service‑delivery industry achieve higher efficiency, greater customer satisfaction, and measurable business outcomes.

Why This Role Matters at arenaflex

In today’s fast‑evolving hybrid labor landscape, the ability to turn complex field‑service challenges into strategic opportunities is a competitive advantage. As a Senior Customer Success Manager, you will be the linchpin that drives value creation for our enterprise customers. You will guide them through business transformation, ensure successful adoption of arenaflex solutions, and continuously deliver measurable results that reinforce long‑term partnerships.

Role Overview

Based in Minneapolis, MN, and reporting to the Customer Success Team Manager, you will lead a portfolio of high‑impact accounts, championing customer health, adoption, and expansion. You will work closely with cross‑functional teams—including Product, Sales, Marketing, and Engineering—to translate customer needs into actionable roadmaps and to advocate for the voice of the customer across the organization.

Key Responsibilities

• Customer Retention & Growth: Own the end‑to‑end customer lifecycle, from onboarding through renewal, ensuring customers achieve their success metrics and realize ROI.
• Strategic Relationship Building: Conduct regular cadence calls, executive business reviews, and tailored training sessions to deepen relationships and surface new opportunities.
• Business Insight & Solution Design: Analyze customer KPIs, uncover hidden pain points, and craft customized solutions that align with industry best practices and company size.
• Trusted Advisor Role: Maintain deep expertise in the customer’s industry, product features, contract terms, and competitive landscape to provide consultative guidance.
• Proactive Health Monitoring: Use data‑driven health scores to prioritize initiatives, mitigate risk, and drive continuous improvement across multiple projects.
• Upsell & Expansion: Identify, qualify, and close expansion opportunities by leading solution discussions with decision‑makers, managers, and frontline users.
• Customer Advocacy: Represent the customer internally, feeding business requirements into product development, GTM launches, and Voice‑of‑Customer (VOC) processes.
• Cross‑Functional Collaboration: Partner with Sales, Product, and Engineering to ensure seamless handoffs, coordinated execution, and consistent messaging.

Essential Qualifications

• Minimum 5 years of experience in customer success, account management, solution architecture, or business analysis, with a proven record of driving customer growth through value delivery.
• Demonstrated expertise in business transformation, organizational change management, and influencing C‑level stakeholders to achieve measurable outcomes.
• Strong track record of leading large‑scale programs and coordinating cross‑functional teams across internal and external partners.
• Hands‑on problem‑solving ability, excellent prioritization skills, and the capacity to thrive in fast‑paced, high‑growth environments.
• Proficiency with Salesforce (or comparable CRM platforms), Google Workspace, and advanced Excel for data analysis and reporting.
• Commitment to arenaflex core values: customer focus, collaboration, courage, and resilience.

Preferred Qualifications & Additional Skills

• Experience in the field‑service, construction, or technology‑enabled services sectors.
• Certification in Change Management (e.g., Prosci) or Project Management (e.g., PMP, Scrum Master).
• Ability to craft compelling business cases, ROI models, and executive‑level presentations.
• Strong communication and storytelling skills, with the ability to translate technical concepts into business value.
• Fluency in data visualization tools (e.g., Tableau, Power BI) to surface insights for customers.

Core Competencies for Success

• Strategic Thinking: Anticipate market trends and align customer objectives with arenaflex’s roadmap.
• Empathy & Listening: Deeply understand customer challenges and tailor solutions that resonate with diverse personas.
• Influence & Negotiation: Persuade senior leaders and drive consensus across complex stakeholder groups.
• Analytical Rigor: Leverage data to diagnose health, forecast churn risk, and recommend proactive interventions.
• Collaboration: Foster strong partnerships with internal teams to deliver a unified customer experience.

Career Growth & Development at arenaflex

arenaflex invests heavily in the professional development of its people. As a Senior Customer Success Manager, you will have access to:

• Personalized learning pathways, including leadership training, advanced analytics courses, and industry certifications.
• Mentorship programs that pair you with senior executives to accelerate your strategic acumen.
• Opportunities to lead high‑visibility initiatives, such as new product rollouts, pilot programs, and global customer forums.
• A clear promotion track that can lead to roles such as Director of Customer Success, Head of Strategic Accounts, or Product Strategy Lead.

Culture, Work Environment & Benefits

arenaflex cultivates a high‑performance, inclusive culture where innovation thrives and work‑life balance is respected. Highlights include:

• Unlimited Paid Time Off: Take the time you need to recharge, with no accrual limits.
• Annual Vacation Bonus: A dedicated bonus to encourage you to truly unwind.
• Individualized Growth Plans: Tailored development roadmaps aligned with your career aspirations.
• Strong Values Around Balance: Flexible hybrid work model, supportive team environment, and community involvement initiatives.
• Competitive Benefits Package: Medical, dental, vision, paid parental leave, 401(k) with company match, and comprehensive wellness programs.
• Technology Exposure: Work with cutting‑edge SaaS platforms, AI‑driven analytics, and industry‑leading field service tools.

Compensation Overview

arenaflex believes in transparent compensation practices. The base salary range for this role in the Minnesota (Zone 3) market is $85,000 – $100,000, with on‑target earnings (OTE) ranging from $125,000 – $140,000. OTE includes base salary plus performance‑based commissions, and high performers can achieve uncapped earnings. Compensation is calibrated based on experience, specialized skills, location, and internal equity.

How to Apply

If you are passionate about driving customer success, thrive in a collaborative environment, and want to make a tangible impact on the future of field‑service technology, we want to hear from you. Submit your application today and join arenaflex’s mission to empower businesses and service professionals worldwide.

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