Vice President, Global Scaled Customer Success – SMB & Commercial (Under $150K ARR)

About arenaflex

arenaflex is a market‑leading, AI‑powered identity platform that secures and governs both human and non‑human access across an organization’s entire digital ecosystem. Our technology safeguards critical applications, data, and business processes while driving operational efficiency and reducing compliance costs. Built for the AI age, arenaflex helps enterprises accelerate the safe adoption of artificial intelligence, ensuring that every AI‑driven initiative is protected by robust identity controls. Recognized as a leader in identity security, arenaflex serves Fortune 500 brands, innovative startups, and government institutions worldwide. Join a fast‑growing, purpose‑driven organization where your impact will be felt across the globe.

Position Summary

The Vice President of Global Scaled Customer Success will lead arenaflex’s scaled Customer Success function for commercial accounts under $150,000 Annual Recurring Revenue (ARR). This senior leader will design, implement, and continuously refine digital‑first, data‑driven programs that combine automation, personalization, and analytics to deliver exceptional value to high‑volume SMB and mid‑market customers. The VP will also build and mentor a high‑performing team of Customer Success Managers (CSMs) and champion the use of arenaflex (formerly Gainsight) to execute tech‑touch journeys at scale.

Key Responsibilities

Customer Success Strategy

• Develop and articulate a clear vision and multi‑year strategy for arenaflex’s commercial accounts segment (under $150K ARR), emphasizing scalable, digital‑first engagement models.
• Define, track, and report on critical KPIs such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn rate, product adoption, and Customer Satisfaction (CSAT/NPS) specific to the SMB/Commercial segment.
• Partner with executive leadership to align customer success objectives with broader corporate goals, ensuring that revenue growth and customer advocacy are tightly integrated.

Scaled Customer Success Programs

• Design end‑to‑end, tech‑touch programs that cover onboarding, product adoption, renewal, and expansion for high‑volume commercial accounts.
• Build and maintain scalable playbooks within arenaflex, leveraging automation, workflow orchestration, and in‑app messaging to drive consistent outcomes.
• Implement rigorous A/B testing frameworks, gather real‑time customer feedback, and apply analytics to continuously improve digital engagement strategies.
• Develop self‑service resources, knowledge bases, and community forums that empower customers to resolve issues independently while still feeling supported.

Team Leadership & Enablement

• Recruit, onboard, and develop a world‑class team of CSMs focused on high‑volume, lower‑revenue commercial accounts.
• Create repeatable onboarding processes, enablement curricula, and performance dashboards that accelerate new hire ramp‑up and drive consistent excellence.
• Foster a culture of data‑driven decision making, collaboration, and continuous learning within the Customer Success organization.
• Mentor team members on best practices for tech‑touch execution, health score management, and proactive risk mitigation.

Data & Insights

• Leverage arenaflex’s analytics capabilities to segment customers, identify health risks, and surface expansion opportunities across the sub‑$150K commercial base.
• Act as the internal subject‑matter expert for arenaflex, guiding the organization on workflow design, health scoring, reporting, and data integrations.
• Produce executive‑level insights and actionable recommendations that inform product roadmaps, marketing campaigns, and support initiatives.

Cross‑Functional Collaboration

• Work closely with Product, Marketing, and Support teams to deliver integrated, consistent communications and experiences for commercial accounts.
• Collaborate on the creation of targeted content, in‑app tutorials, and product announcements that resonate with SMB customers.
• Represent the voice of the customer in strategic planning sessions, ensuring that product enhancements align with real‑world usage patterns.

Essential Qualifications

• 10+ years of experience in Customer Success, Customer Experience, or related roles within a SaaS organization, with a strong focus on SMB and mid‑market customer engagement.
• Proven track record of leading scaled Customer Success teams for commercial accounts under $150K ARR, preferably in a cybersecurity or identity‑management environment.
• Deep expertise in designing, launching, and operating high‑volume, digital‑first, tech‑touch programs that drive adoption, reduce churn, and increase NRR/GRR.
• Extensive hands‑on experience with arenaflex (formerly Gainsight) – Journey Orchestrator, Playbooks, Health Scores, and reporting dashboards.
• Strong analytical mindset with the ability to translate customer data and segmentation into proactive engagement strategies.
• Exceptional cross‑functional collaboration skills, enabling seamless partnership with Product, Marketing, and Support teams.
• Excellent written and verbal communication abilities, with a talent for crafting compelling digital content, email campaigns, and in‑app messaging at scale.
• Experience building self‑service models, customer education programs, or community engagement initiatives is a plus.

Preferred Experience & Skills

• Familiarity with complementary tools such as arenaflex, arenaflex, arenaflex, or arenaflex (formerly Salesforce) for data synchronization and workflow automation.
• Background in customer marketing, enablement, or digital experience design, with a focus on driving measurable business outcomes.
• Demonstrated ability to manage and influence senior stakeholders across multiple geographies and time zones.
• Experience leading remote or hybrid teams, fostering a high‑performance culture in a distributed environment.

Location & Travel

• Preferred location: El Segundo, CA, with flexibility for exceptional remote candidates who can thrive in a results‑oriented environment.
• Occasional travel required for executive customer meetings, global leadership sessions, and in‑person collaboration (approximately 10‑15% of the year).

Compensation, Perks & Benefits

• Competitive base salary commensurate with experience, plus performance‑based bonus opportunities.
• Comprehensive medical, dental, vision, and life insurance plans.
• 401(k) retirement savings plan with company match.
• Unlimited paid time off (PTO) and generous sick leave policies.
• Holiday celebrations, catered lunches, and regular team socials to foster community.
• Employee recognition programs that celebrate individual and team achievements.
• Access to continuous learning resources, industry conferences, and internal development tracks.
• Eligibility to participate in arenaflex’s discretionary bonus plan, tied to both individual and organizational performance.

Career Growth & Development

At arenaflex, senior leaders are empowered to shape the future of the business. As VP of Global Scaled Customer Success, you will:

• Influence product strategy by providing direct customer insights that drive roadmap decisions.
• Scale a global team, positioning yourself as a thought leader in the rapidly evolving identity‑security space.
• Gain exposure to C‑level executives across Fortune 500 companies, expanding your professional network.
• Participate in executive mentorship programs, leadership workshops, and cross‑functional initiatives that accelerate your career trajectory.

Work Environment & Culture

arenaflex cultivates a collaborative, inclusive, and high‑energy environment where innovation thrives. Our culture is built on:

• Customer‑Centricity: Every decision is rooted in delivering tangible value to our customers.
• Data‑Driven Excellence: We rely on metrics, analytics, and continuous experimentation to improve outcomes.
• Growth Mindset: Employees are encouraged to take ownership, experiment, and learn from both successes and failures.
• Diversity & Inclusion: arenaflex is an equal‑opportunity employer that celebrates diverse perspectives and backgrounds.
• Flexibility: Remote work options, flexible hours, and a results‑focused culture empower you to balance professional and personal priorities.

Why Join arenaflex?

If you are a resilient, data‑savvy leader who thrives in a dynamic, fast‑growing environment, arenaflex offers the platform to amplify your impact. You will work alongside industry experts, leverage cutting‑edge AI technology, and help shape the future of identity security for organizations worldwide. Your leadership will directly influence revenue growth, customer loyalty, and the overall success of a market‑defining platform.

Application Call‑to‑Action

Ready to drive scalable success for millions of users across the globe? Submit your application today and become a pivotal part of arenaflex’s mission to secure the AI‑driven enterprise.

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