Senior Customer Success Manager – Enterprise SaaS Data Management Platform (Remote US / Hybrid in Atlanta, GA)

About arenaflex – Empowering the Data‑Enabled Future

At arenaflex we exist to turn data into a strategic advantage for organizations worldwide. In an era where every decision, innovation, and opportunity is driven by trusted data, we help our customers unlock the full potential of their information assets. As a top‑tier partner of a leading cloud ecosystem, arenaflex delivers best‑in‑class Master Data Management (MDM) solutions that enable enterprises to create a single source of truth, reduce risk, and accelerate growth.

Our culture is built on a growth mindset, collaborative spirit, and a relentless focus on delivering measurable business outcomes. Recognized as a premier workplace in the region and nationally, arenaflex offers a vibrant community of “Profisors” who are passionate about data, technology, and helping customers succeed.

Role Overview – What You’ll Do

Reporting to the Vice President of Customer Success, the Customer Success Manager will be the trusted advocate for a portfolio of 50‑60 enterprise accounts. You will partner with value‑added resellers (VARs), internal product, support, and professional services teams to ensure customers extract maximum value from the arenaflex MDM platform. Your success will be measured by platform adoption, retention, satisfaction, and expansion.

Key Responsibilities

• Platform Adoption & Value Delivery
  • Collaborate with cross‑functional teams and VAR partners to guide new and existing customers through implementation, go‑live, and ongoing adoption.
  • Act as the customer advocate during project planning, requirement gathering, and execution, ensuring timelines stay on track and risks are escalated early.
  • Leverage support, professional services, and partner resources to help customers realize revenue growth, cost reduction, or risk mitigation through data‑driven insights.
• Retention & Renewals
  • Drive gross retention of >95% of annual recurring revenue (ARR) by ensuring customers achieve tangible results.
  • Own critical escalations, orchestrating rapid response teams to diagnose issues, develop mitigation plans, and execute resolutions.
  • Proactively identify at‑risk accounts, conduct health checks, and partner with internal stakeholders to keep customers on a path to success.
• Customer Satisfaction & Advocacy
  • Build deep relationships with key stakeholders and executive sponsors, turning them into “Data Heroes” within their organizations.
  • Facilitate regular business reviews, share success stories, and capture feedback that fuels product enhancements.
  • Encourage satisfied customers to become ambassadors, contributing references, case studies, and referrals.
• Expansion & Growth
  • Identify additional use cases and upsell opportunities that expand platform footprint or convert on‑premise deployments to SaaS.
  • Utilize industry knowledge and documented outcomes to craft compelling value propositions for each account.
  • Partner with senior arenaflex thought leaders to align platform strategy with customer long‑term goals.

Performance Milestones – First 30 / 90 Days

First 30 Days

• Absorb the arenaflex solution suite, value proposition, and account segmentation model (Strategic, Develop, Sustain).
• Review 10 existing customer case studies and sit in on six live demos to understand real‑world impact.
• Map out the current adoption status, implementation stage, and key contacts for each account in your territory.
• Develop a prioritized engagement plan that aligns with segment‑specific motions (new onboarding, renewal preparation, steady‑state nurturing).

First 90 Days

• Execute the engagement plan, achieving contact with 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts.
• Establish a cadence of business reviews, health checks, and adoption workshops tailored to each segment.
• Document platform utilization metrics in Salesforce and identify gaps where additional training or services could accelerate value.
• Begin managing adoption for net‑new customers, ensuring implementation milestones are met and go‑live is successful.
• Collaborate with presales, value consultants, product, support, and strategy teams to bring expertise to each customer interaction.

Essential Qualifications

• Minimum 5 years of customer success experience with enterprise‑grade SaaS or on‑premise software, preferably in the data‑management or broader IT sector.
• Demonstrated success managing 20‑75 high‑touch accounts, driving adoption, and achieving high retention rates.
• Proven ability to coordinate cross‑functional teams, act as a program manager, and resolve complex escalations.
• Solid understanding of modern enterprise IT ecosystems, including cloud (SaaS, PaaS, IaaS), data integration, and core business processes.
• Strong communication, presentation, and executive‑level influencing skills.

Preferred Qualifications & Skills

• Experience with Master Data Management (MDM) or related data‑governance solutions.
• Background in consulting or professional services where you guided customers through digital transformation journeys.
• Familiarity with CRM and ERP platforms (e.g., Dynamics 365, SAP, Oracle) and how they intersect with master data.
• Data‑analytics mindset – ability to translate technical capabilities into business outcomes.
• Track record of identifying expansion opportunities and delivering measurable upsell revenue.

Core Competencies for Success

• Execution Excellence: Meticulous planning, organization, and follow‑through that keep projects on schedule and within scope.
• Customer‑Centric Mindset: Empathy, active listening, and a relentless drive to help customers achieve their goals.
• Strategic Thinking: Ability to see the big picture, anticipate future needs, and position arenaflex as a long‑term partner.
• Collaboration & Influence: Comfortable working with diverse teams, partners, and senior executives to align on shared objectives.
• Resilience & Tenacity: Thrive in fast‑paced environments, break through obstacles, and keep momentum even when challenges arise.
• Kindness & Humility: A team‑player who celebrates peers, shares knowledge, and contributes to a positive, fun workplace.

Career Growth & Learning Opportunities

At arenaflex, your development is a priority. You will have access to:

• Mentorship from senior leaders, including the VP of Customer Success and the CEO, who champion organizational health and personal growth.
• Continuous learning programs covering advanced data‑management concepts, cloud architecture, and leadership development.
• Opportunities to lead cross‑functional initiatives, present at industry conferences, and influence product roadmap based on customer insights.
• A clear career ladder that can take you from Customer Success Manager to Senior Manager, Director of Customer Success, or even Product Strategy roles.

Work Environment & Culture at arenaflex

arenaflex fosters a collaborative, inclusive, and fun atmosphere where every voice matters. Highlights include:

• Hybrid Flexibility: Choose to work remotely from anywhere in the U.S. or enjoy a hybrid schedule in our vibrant Atlanta office.
• Community of “Profisors”: Join a supportive network of peers who share knowledge, celebrate wins, and grow together.
• Recognition & Awards: Consistently ranked as a top workplace by regional publications and national organizations (rebranded as arenaflex accolades).
• Wellness & Work‑Life Balance: Generous PTO, wellness days, and a culture that encourages you to recharge and pursue personal passions.

Compensation, Perks & Benefits

While exact figures will be discussed during the interview process, you can expect a competitive total‑reward package that includes:

• Base salary aligned with market benchmarks for senior customer success roles.
• Performance‑based bonuses tied to retention, adoption, and expansion metrics.
• Equity participation – share in the long‑term success of arenaflex.
• Comprehensive health, dental, and vision coverage (100% employer‑paid for employee‑only plans, with competitive family options).
• 401(k) plan with company match to help you build a secure retirement.
• Flexible work arrangements, modern office amenities, and a technology stipend for remote setups.
• Professional development budget, conference attendance, and certification support.
• Employee assistance programs, mental‑health resources, and regular wellness initiatives.

Why Join arenaflex?

If you are passionate about turning data into strategic advantage, love solving complex problems, and thrive in a fast‑growing, purpose‑driven environment, arenaflex is the place to accelerate your career. You will be part of a mission‑focused organization where your impact is visible, your ideas are heard, and your growth is celebrated.

Apply Today – Shape the Future of Data Management

Ready to become a trusted advisor, champion customer success, and drive expansion for a market‑leading platform? Submit your application now and start a journey where data meets destiny.

Apply Job!