Experienced Full Stack Customer Success Manager – Strategic Account Management and Growth

At arenaflex, we're revolutionizing the way communities come together to eliminate crime and keep neighborhoods safe. As a leader in the public safety industry, we're committed to providing cutting-edge technology solutions that empower communities to shape a safer future. We're seeking an experienced Full Stack Customer Success Manager to join our team and help drive growth and success for our most strategic accounts.

About arenaflex

arenaflex is an all-in-one technology solution that combines the power of communities at scale to eliminate crime and keep communities safe. Our intelligent platform provides actionable evidence needed to solve, deter, and reduce crime across neighborhoods, schools, businesses, and entire cities. With a full-service, maintenance-free technology solution, we're trusted by communities across the country to help solve and deter crime.

The Opportunity

arenaflex is scaling intentionally and seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years. Our most strategic and high-value accounts are growing in complexity, scale, and importance, requiring a different level of engagement that blends strategic guidance, stakeholder alignment, and operational rigor. As we expand into larger cities and deepen our footprint with critical public safety agencies, we need a leader who can guide our top-tier Customer Success Managers through the challenges of managing multi-threaded relationships, navigating political and operational environments, and driving long-term value across diverse stakeholders.

The Skillset

As a Full Stack Customer Success Manager, you'll be responsible for leading, coaching, and developing a team of 5-6 Customer Success Managers responsible for arenaflex's largest and most strategic accounts. You'll drive Net Revenue Retention by instilling a proactive, strategic approach to adoption, stakeholder engagement, and expansion. You'll provide hands-on coaching for managing complex, multi-threaded relationships, including city leadership, law enforcement, and public safety decision-makers.

Key Responsibilities:

* Lead, coach, and develop a team of 5-6 Customer Success Managers responsible for arenaflex's largest and most strategic accounts

• Drive Net Revenue Retention by instilling a proactive, strategic approach to adoption, stakeholder engagement, and expansion
• Provide hands-on coaching for managing complex, multi-threaded relationships, including city leadership, law enforcement, and public safety decision-makers
• Guide the team through intricate onboarding, renewal, and expansion processes, ensuring customer success and commercial outcomes are aligned
• Establish and refine playbooks, systems, and scalable workflows that help the team consistently deliver high-impact results
• Partner cross-functionally with Sales, Product, Support, and Deployment to ensure strategic alignment and a seamless customer experience
• Track, analyze, and communicate key performance metrics to executive leadership; use data to identify opportunities and risks across the book of business
• Set clear goals, expectations, and accountability measures for CSMs while fostering a culture of ownership, resilience, and continuous improvement
• Represent the voice of strategic customers internally, offering insight into product needs, adoption barriers, and partnership opportunities

Essential Qualifications:

* 5+ years of customer-facing leadership experience, with 3+ years directly managing Enterprise-level Customer Success teams in a fast-paced technology environment

• Demonstrated success managing complex, strategic accounts with multi-stakeholder dynamics, long sales cycles, and intricate renewal paths
• A strong coach with the ability to up-level experienced CSMs, offering actionable guidance on strategic planning, executive engagement, and renewal navigation
• Deep understanding of Customer Success best practices, with a proven ability to design and operationalize strategic CS programs
• Skilled communicator and relationship builder, both with your team and with senior executives at customer organizations
• High emotional intelligence, with the ability to handle escalations diplomatically and maintain composure under pressure
• Strong analytical skills - comfortable interpreting data to drive decisions and tell a performance story
• Willingness to travel as needed to visit customers and support team development - up to 50%
• Experience with Gainsight or other CS platforms preferred

Preferred Qualifications:

* Experience working in the public safety industry or a related field

• Familiarity with arenaflex's products and services
• Strong understanding of the customer success landscape and industry trends

What We Offer:

* Competitive salary and equity package

• Flexible PTO and 11 company holidays
• Fully-paid health benefits plan for employees, including Medical, Dental, and Vision and an HSA match
• Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time
• Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses
• Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs
• Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support
• Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions
• ERGs: We want all employees to thrive and feel like they belong at arenaflex. We offer three ERGs today - Women of arenaflex, arenaflex Proud, and Melanin Motion
• WFH Stipend: $150 per month to cover the costs of working from home
• Productivity Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more
• Home Office Stipend: A one-time $750 to help you create your dream office

The Interview Process:

We want our interview process to be a true reflection of our culture: transparent and collaborative. Throughout the interview process, your recruiter will guide you through the next steps and ensure you feel prepared every step of the way.

90 Days at arenaflex:

We are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe to 90 day plans and believe that good days, lead to good weeks, which lead to good months. This serves as a preview of the 90 day plan you will receive if you were to be hired in this role at arenaflex.

The First 30 Days:

* You should have enough knowledge of arenaflex's products and processes to feel confident leading a team and guiding them to the right resources

• You should know your team and start a meeting operating rhythm with your team and cross-functional partners (1-1s, team meetings, other)
• Team meeting set up
• Regular 1-1s set up - what's the format?
• Create an OKR dashboard for your team and each individual on your team
• Team Slack Channel launched
• Are fully managing your team and contributing to team and management discussions

The First 60 Days:

* You've successfully established a strong foundation by engaging with key stakeholders

• Deepened your understanding of customer needs
• Started to shape the team's strategic direction

90 Days & Beyond:

* You are now fully equipped to assess each team member's performance within your coaching framework

• Have identified and started working on strategies to improve the holistic team's long-term success

Salary & Equity:

In this role, you'll receive a starting salary between $172,000 base + $43,000 variable ($215,000 total compensation) as well as arenaflex Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators.

Apply Now:

If you're passionate about public safety and customer success, and you're looking for a challenging and rewarding role, apply now to join our team at arenaflex. Apply for this job