Experienced Customer Success Manager – Higher Education

At arenaflex, we're revolutionizing the way the world learns, and we're looking for a talented Customer Success Manager to join our team. As a key member of our Customer Success organization, you'll be responsible for driving the success of our North American Higher Education customers, establishing productive and trusted relationships, and ensuring customer satisfaction and retention.

About arenaflex

arenaflex is a cloud company that's modernizing education and building the Future of Work. We're at the heart of the largest transformation in the history of teaching and learning, and we're committed to creating a personalized, student-centric experience that delivers improved retention, engagement, satisfaction, and results for learners of all ages. Our mission is to transform the way the world learns, and we're dedicated to helping improve human potential globally.

Why Join arenaflex?

At arenaflex, we're passionate about creating a diverse and inclusive environment where our employees can grow and develop. We offer a range of benefits and perks that will help you do the best work of your life, including:

• Impactful work transforming the way the world learns
• Flexible work arrangements
• Learning and Growth opportunities
• Tuition reimbursement of up to $4,000 CAD for continuing education
• 2 Paid Days off for Catch the Wave related activities
• Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
• Retirement planning
• 2 Paid Volunteer Days
• Competitive Benefits Package
• Home Internet Reimbursements
• Employee Referral Program
• Wellness Reimbursement
• Employee Recognition
• Social Events
• Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver, and Melbourne.

Job Summary

As a Customer Success Manager, you'll be responsible for managing key strategic customers, developing and managing Customer Success Plans, and driving customer adoption and retention. You'll work closely with our customers to understand their needs and goals, and develop strategies to meet those needs. You'll also collaborate with our internal teams to ensure seamless execution of customer projects and initiatives.

Key Responsibilities

* Manage key strategic customers, with a focus on developing strong, referenceable relationships

• Develop and manage a Customer Success Plan with the customer that articulates customer success goals, customer success measurement criteria, obstacles, and risks
• Develop and manage a Customer Retention Plan that articulates the drivers of customer and product retention and associated risks
• Assist customers with key internal projects driving the value of Brightspace in their environment
• Ensure cross-team customer collaboration
• Report against customer success criteria and manage initiatives to meet them
• Oversee execution of remediation items for the Customer Success Plan and Customer Retention Plan, and communicate the progress internally and externally
• Drive product adoption by setting adoption and usage targets with the customer that support their customer success goals
• Support Client Sales Executive during renewal process
• Develop and manage an engagement model with the customer that expands and manages all key relationships within the customer and arenaflex
• Coordinate and conduct regularly scheduled business reviews with the customer leadership and administration teams
• Serve as key stakeholder during Implementation phase and facilitate transition out of implementation to support
• Develop a consultative relationship with each customer and work in conjunction with other arenaflex teams and SMEs to provide solution planning and execution
• Educate clients on support channels, self-service tools, release processes, and other resources to drive operational self-sufficiency

Competencies

* 3+ years experience in Customer Success, Account Management, or related roles

• Ability to build strong relationships and quickly establish credibility and rapport with senior-level and C-suite executives
• Experience establishing joint strategic goals with customers and measuring progress and outcomes
• Ability to collaborate cross-functionally across multiple internal and external teams
• High energy level, demonstrated drive to succeed, and a sense of urgency
• Excellent communication and analytical skills
• Experience within a fast-paced, growth organization is ideal
• Experience working in education technology or knowledge of business drivers for Higher Education is a plus
• Ability to travel approximately 30% of the time to customer locations
• Bachelor's degree required and/or equivalent experience preferred

What We Offer

* Competitive base salary range: $70,000 - $110,000 CAD

• Additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more
• Opportunity to work with a talented team of professionals who are passionate about transforming the way the world learns
• Collaborative and dynamic work environment
• Professional development opportunities to help you grow and develop in your career

Don't Meet Every Single Requirement?

We strongly encourage you to still apply! At arenaflex, we're committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!

How to Apply

If you're passionate about transforming the way the world learns and are looking for a challenging and rewarding role, please submit your application today. We can't wait to hear from you! Apply for this job