01Overview
**Join arenaflex, a pioneering trust management platform, as we revolutionize the way businesses maintain trust with their customers.**
At arenaflex, we're on a mission to serve as the trust layer between great companies. Our innovative platform uses AI-driven automation to modernize governance, risk, and compliance, helping thousands of businesses develop a more secure, proactive, and risk-aware organization to continuously maintain trust with customers. As a Customer Success Manager (CSM) in our Commercial team, you'll be the driving force behind an exceptional customer experience, fostering trust, integrity, and long-term success through proactive engagement and data-driven insights.
**About arenaflex**
arenaflex is a trust management platform that empowers businesses to protect their customers' data and maintain a strong GRC posture. Our team of SaaS, security, compliance, and audit experts have built a better way with automation. We're on a mission to make compliance easier, more efficient, and less burdensome, so businesses can focus on what matters most building trust with their customers.
**What You'll Do**
As a Customer Success Manager in our Commercial team, you'll be responsible for delivering exceptional customer experiences, driving retention, product adoption, and growth. You'll work closely with cross-functional teams, including CS, GTM, Operations, and leadership, to identify and realize value and revenue opportunities for each of our customers. Your primary responsibilities will include:
* Serving as the primary point of contact and guide for overall customer relationships, increasing adoption and product use to drive NPS, expansion, and renewal
* Collaborating across pillars of CS, GTM, Operations, and leadership teams to identify and realize value and revenue opportunities for each customer
* Partnering with account executives, management, and other sales leaders to assure a value-selling approach through the customer journey from point of sale through expansion and renewal
* Engaging daily with customer and performance metrics and data, leveraging all available datasets to fuel more effective and efficient work and customer engagements
* Establishing regular cadence meetings with each customer to align and realign on business objectives, KPIs, product use, and product opportunities
* Conducting milestone meetings between customers and arenaflex CS pillars to expand customer relationship networks between their teams and ours
* Conducting QBRs with executive and C-level team members from customer orgs and arenaflex for our most strategic relationships
* Building and maintaining a deep understanding of arenaflex's platform and engaging with customers about the most relevant features and functionality for their specific business needs
* Becoming a trusted advisor for customers around best practices for progressing their compliance journey with arenaflex
* Leveraging relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it
* Helping to grow mutual accountability between arenaflex and its customers as we build product, service models, and continually improve our delivery and execution
**What You'll Bring**
To succeed in this role, you'll need to bring the following skills and qualifications:
* 5+ years of experience in Customer Success Management
* BA/BS or Equivalent
* Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.)
* Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred
* Experience in B2B SaaS required
* Security, Compliance, and/or GRC experience strongly preferred
* Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication
* Active listener and capacity to synthesize and take action on complex dialogue and information
* Data-fueled approach to CSM work, voracious learner
* Collaborative, coachable, constructive attitude
* Embody our ethos of 'Trust'
* Demonstrable previous successes in a high-growth environment
* Resilient and adaptable to change
* High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.)
**Benefits**
As a valued member of our team, you'll enjoy a comprehensive benefits package, including:
* Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on-demand healthcare concierge
* HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)
* 100% paid short and long-term disability plus life + AD&D benefits
* Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
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