01Overview
At arenaflex, we're on a mission to make the customer journey the most powerful business tool there is. As a Customer Success Manager, you'll play a key role in driving the success of our customers by ensuring they adopt and realise value from our journey management platform. This is an exciting opportunity to join a fully remote B2B SaaS organisation that's growing rapidly and making a significant impact in the industry.
**About arenaflex**
arenaflex is a leading journey management platform that's revolutionising the way businesses approach customer journeys. Founded in 2019, we've quickly become the go-to solution for renowned enterprise organisations such as Cisco, Ford, Johnson & Johnson, Home Depot, and Polestar. With a global team of 80 arenaflexers representing over 30 nationalities across 20 countries, we're just getting started.
In March 2024, we announced our latest funding round worth $34 million, taking our total investment to just under $50 million. Our angel investors include executives from Intercom, Miro, OpenAI, Amplitude, Slack, Airtable, and more. We're proud of our achievements and excited about the future.
**Role Overview**
As a Customer Success Manager at arenaflex, you'll be responsible for managing a portfolio of mid-market to smaller enterprise customers, ensuring high adoption, retention, and satisfaction. You'll work closely with stakeholders across your accounts to promote adoption, deliver value, and support retention and growth initiatives. The role balances relationship management, execution of customer success best practices, and day-to-day impact across your customer base.
**Key Responsibilities**
* Own a portfolio of mid-market to smaller enterprise customers, ensuring high adoption, retention, and satisfaction.
* Conduct Executive Business Reviews (EBRs) and regular check-ins to demonstrate ROI and business impact.
* Execute success plans that align arenaflex's platform with customer objectives.
* Serve as a trusted point of contact, supporting customers in realising value from arenaflex.
* Monitor customer health metrics and proactively address risks to prevent churn.
* Own renewals and conduct negotiations on terms and pricing accounts in your book of business.
**Growth & Expansion Support**
* Identify potential expansion opportunities within your accounts and independently manage upsell and cross-sell conversations through to close.
* Multithread within customer organisations to increase engagement across teams.
* Collaborate with Product to gather and share customer feedback.
* Partner with Marketing to support the development of customer success stories and advocacy.
**Process & Collaboration**
* Apply and continuously improve customer success best practices to enhance efficiency and outcomes.
* Collaborate with Sales, Product, and Marketing teams on customer strategies and feedback loops.
**Key Competencies**
* Strong communication and stakeholder engagement skills.
* Ability to manage relationships across multiple teams within customer organisations.
* Proficiency in customer success metrics and value-based communication.
* Skilled in renewals, expansion identification, and risk mitigation.
* Adaptable and collaborative in a fast-paced, evolving start-up SaaS environment.
* Experience with Salesforce.
**Success Metrics**
* Retention and expansion outcomes across your portfolio.
* Active engagement and multithread with key customer stakeholders.
* Contributions to internal process improvement and cross-functional collaboration.
**Who You Are and Preferred Qualifications**
* You have 25 years of experience in Customer Success within B2B SaaS.
* You have a track record of managing customer relationships and driving adoption and retention.
* You excel at aligning customer needs with product value and delivering compelling narratives.
* You enjoy working cross-functionally and thrive in a fast-paced environment.
**Preferred Qualifications**
* Experience with journey mapping tools or CX platforms.
* Good exposure to change management methodologies.
* Great understanding of design thinking and service blueprinting.
* At least 2 years of experience in a pre-IPO SaaS company, demonstrating adaptability and a proven ability to thrive in dynamic, multi-faceted roles.
**What We Offer**
At arenaflex, we're committed to providing a supportive and inclusive work environment that allows our team members to thrive. Here are some of the benefits we offer:
* Competitive compensation and pre-IPO equity we like to give our team members ownership with our stock package. When arenaflex succeeds, we all succeed!
* Fully remote working with flexible hours we're staunch advocates for autonomy and flexibility.
* Health Insurance benefit at arenaflex, our team's health and wellbeing are a priority. We include tailored support for every employee, regardless of location.
* Flexible holiday days We love what we do and equally love taking a break. You'll have a .
