Experienced Customer Success Manager – Global Supply Chain Sustainability

At arenaflex, we're revolutionizing the way manufacturers approach supply chain sustainability. As a leading solution provider, we're committed to helping top-tier manufacturers navigate the complexities of sustainable supply chains. With our cutting-edge platform and expert insights, we're empowering manufacturers to make data-driven decisions that drive business value and reduce environmental impact. We're proud to announce that arenaflex has achieved a major milestone – crossing the US$100M ARR mark, solidifying our position as the first and only Certified B Corporation in North America's SaaS sustainability industry to reach this achievement. This remarkable growth is a testament to our team's dedication and expertise, and we're now seeking an exceptional Customer Success Manager to join our mission.

About arenaflex

arenaflex is a remote-first company, valuing flexibility and autonomy for our team members. While we're a global organization, we understand the importance of occasional in-person workdays. For team members within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, and Amsterdam, you can expect to come into the office one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

Job Description

As a Customer Success Manager at arenaflex, you'll play a critical role in delivering our services to customers on their purchased programs. You'll work closely with our customers to define and execute on their project plans from start to finish, ensuring program success and delivering exceptional service. This position involves a broad spectrum of responsibilities, including:

• Developing and nurturing lasting relationships with customers, serving as a trusted advisor throughout the customer lifecycle journey
• Defining compliance programs from start to finish, working with the Program Support teams to execute on tasks required to achieve client milestones
• Actively managing the client relationship and the lifetime value of each assigned account, helping clients realize the economic value of their subscriptions to preserve and grow revenue
• Managing an assigned book of business, overseeing the overall Customer Health and associated performance metrics
• Leading high-level strategic planning sessions with Assent's customers, including Executive Business Reviews
• Aligning solutions to address customers' specific challenges, optimizing business value and increasing product adoption
• Conducting program reviews to have a deep understanding of the needs, status, gaps, and next steps to ensure all client tasks are proactively anticipated and supported
• Analyzing program results and supply chain responsiveness to identify additional program strategies and opportunities for improvement with the Program Support teams
• Identifying client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check-ins
• Supporting the Sales team in ongoing renewal management of owned accounts to meet renewal targets
• Taking on special projects to enhance customer success management processes
• Serving as a peer partner to new team members as required
• Coordinating user permissions in the arenaflex platform with Platform Operations
• Advocating and collaborating with all internal groups to ensure client success, growth, and the creation of strong customer references and referrals
• Possessing intermediate regulatory knowledge to consult with clients in program direction
• Working with Product Management to identify and drive improvements in product offerings, processes, systems, and tools
• Inputting and maintaining up-to-date communications, conversations, and correspondence with arenaflex clients in the CRM
• Being familiar with corporate security policies and following the guidance set out by processes and procedures of arenaflex

Qualifications

To succeed in this role, you'll need:

• Excellent oral and written communication skills in Korean and English – you communicate clearly, concisely, and with tact, additional languages are considered an asset
• A University, College, and/or Post Graduate Certificate in a related area of study or equal working experience
• Minimum of 3 years related work experience in customer success, project management, and/or consulting roles, or an equivalent/transferrable field
• Working knowledge of consultative customer management and/or project management roles
• Experience working in a technology/SaaS and/or a Professional Services organization would be considered an asset
• Solid interpersonal skills – you are able to build stable relationships in a collaborative environment with a diverse group of stakeholders – internally and externally
• Solid Microsoft Excel skills – you know how to harness the power of pivot tables and lookup functions for data management and analysis
• Excellent time management and organizational skills – ability to effectively prioritize and execute on several asks for many different client accounts and internal stakeholders
• You have an insatiable thirst for knowledge – you are motivated to learn and keep yourself up-to-date with regards to changing regulations
• You possess maturity, poise, and professionalism
• You are emotionally intelligent – you are self-aware, can see things from various points of view, and self-regulate
• You are intellectually curious with excellent problem-solving skills
• You anticipate, understand, and respond to the needs of others and are proactive about communicating
• You are a strong team player, are always willing to lend a helping hand, and are motivated to contribute your expertise to a diverse pool of resources to support business goals
• You are a critical thinker and can suggest, implement, and support efficient and effective operations
• You are open to feedback, coachable, and always striving to self-improve
• You are proficient in the use of MS Office Suite and Google Applications and other Office Productivity tools

Additional Information

Life at arenaflex

We believe that you and your family's well-being is important. As a result, we offer:

• Vacation time that increases with tenure
• Comprehensive benefits packages (details vary by country)
• Life leave days
• Flexible work options
• Volunteer days
• Opportunities to get involved in corporate giving initiatives
• Professional development days available to you the day you start

Diversity, Equity, and Inclusion

At arenaflex, we're committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs). We're dedicated to recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success. If you require assistance or accommodation throughout any part of the interview and selection process, please contact [email protected] and we will be happy to help.

Apply Now

If you're a motivated and experienced Customer Success Manager looking for a new challenge, we encourage you to apply to this exciting opportunity. Join our team and be part of a company that's revolutionizing the way manufacturers approach supply chain sustainability. Apply for this job