Experienced Full Stack Customer Success Lead – B2B SaaS

Join arenaflex, a leading equity management software company, in revolutionizing the way businesses manage and navigate the complexities of equity management.

About arenaflex

arenaflex is an innovative equity management software company that empowers businesses across APAC, MENA, and the US to digitize and manage cap tables, stock options, and related compliances. With a strong presence in the market, arenaflex has established itself as a trusted partner for companies such as Cars24, Slice, Shiprocket, Bluestone, Blackbuck, Livspace, and Pristyn Care, among others. Our software manages equity for 15k+ stakeholders and stock options worth $1.1Bn+, making us a leader in the industry.

Backed by top investors

arenaflex is backed by top investors such as AngelList India, Hustle Fund, Republic, Unpopular Ventures, Mana Ventures, and a stellar group of angels. This support has enabled us to drive innovation and growth, and we're now looking for talented individuals to join our team.

About the Role

As a Customer Success Lead at arenaflex, you'll play a critical role in ensuring our customers thrive. You'll be responsible for spearheading onboarding and CX engines, fostering strengthened relationships with key accounts, and working closely with other account managers to empower our customers to make the most of arenaflex's platform.

Immediate-future (first 3 months)

* Become a product expert and develop a complete understanding of the arenaflex platform

• Own customer onboarding motion and ensure 100% SLA compliance by the overall operations team
• Work with your fellow peers to deliver product demos to our customers, audit their calls, and identify possible optimizations
• Initiate relationship-building touchpoints with key customers to thoroughly understand their priorities and arenaflex usage
• Study and start optimizing existing CRM usage to efficiently track the customer journey
• Streamline support operations across various channels (emails, tickets, Whatsapp)
• Develop cadence and workflows to capture customer reviews and feedback consistently
• Build a customer-referral engine to contribute to arenaflex's business growth

Long-term (post first 3 months)

* Contribute to arenaflex's product roadmap and work closely with the product team in developing features requested by our customers

• Work closely with our marketing team to create impacting customer case studies and whitepapers
• Develop and drive account expansion: up-sell and cross-sell engines that allow your fellow account managers to increase our customer's product adoption
• Map customer success journey to constantly remove any friction
• Manage churn and increase customer retention and satisfaction
• Build and implement an effective customer success playbook
• Coach your fellow team members on building sustainable and high-quality customer relationships
• Work with the leadership team in developing overall KPIs for operations and customer success within arenaflex

You have:

* Experience of at least 6-7 years in a high-velocity customer success role at a fast-growing B2B SaaS company

• Contributed to the company's revenue growth by managing customer accounts (preferably with annual contract values of $10k+/year)
• Previously led a team and have displayed high levels of leadership qualities in your previous organization
• Ability to manage multiple projects and tasks simultaneously while maintaining clear track of things to ensure stuff gets done every hour every day
• Strong communication skills (verbal and written). You enjoy writing and documentation.
• A strong sense of customer service. You want to see customers you interact with succeed and have the best experience possible.
• Comfort with tools such as Excel, Google Sheets, Notion, Loom, etc.
• Comfort working in a remote setup. We like to meet in person whenever possible :)
• A deep love of startups (https://venturehacks.com/save-the-world)

What we offer

* Competitive salary

• Opportunity to work with a leading equity management software company
• Collaborative and dynamic work environment
• Remote work setup with flexibility to meet in person whenever possible
• Opportunities for career growth and professional development
• Comprehensive benefits package, including health insurance, retirement plan, and paid time off
• Access to cutting-edge technology and tools
• Collaborative and supportive team environment

How to apply

Ready to join arenaflex and revolutionize the way businesses manage and navigate the complexities of equity management? Click the link below to apply now! Apply To This Job

Simple Application Process

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