Experienced Full Stack Director, Strategic Customer Success – AI Writing Solutions
At arenaflex, we're revolutionizing the way businesses communicate with their customers through the power of AI writing solutions. As a leader in this space, we're seeking an exceptional Director, Strategic Customer Success to join our team. This is a unique opportunity to shape the future of customer success and drive growth for our strategic customers.
About arenaflex
arenaflex is a cutting-edge technology company that's pushing the boundaries of what's possible with AI writing solutions. Our innovative platform helps businesses streamline their content creation, improve customer engagement, and drive revenue growth. With a strong focus on customer success, we're dedicated to delivering exceptional experiences that exceed our customers' expectations.
Your Role
As our Director, Strategic Customer Success, you'll be responsible for leading a high-performing customer success team that works with CIOs and Business leaders at Fortune 500/Global 2000 companies. You'll lead a team of 6-8 Strategic CSMs focused on adoption, retention, expansion, and ROI measurement. Your key responsibilities will include:
- Delivering against aggressive but attainable NRR/GRR targets to continue building and developing arenaflex's success with strategic customers
- Driving CSMs to effectively lead customers through a defined success delivery methodology
- Hiring and developing CSM talent aligned with our connect/challenge/own company values, creating personal development plans for each individual contributor to grow
- Collaborating with cross-functional teams including Sales, Marketing, Solutions architecture, and Product to align solutions that drive meaningful business value for our customers
- Providing regular GRR/NRR forecasts, performance reports, and insights to senior leadership, highlighting key metrics and areas for improvement
- Fostering a culture of high-performance, collaboration, and continuous learning within the CSM team. Modeling the integrity, attitude, and sense of urgency that you'll expect from your team
- Establishing and personally maintaining strong relationships with key customer executives, acting as a trusted advisor and advocate
Your Qualifications
To succeed in this role, you'll need:
- 10+ years in SaaS with engaging Fortune 500/Global 2000
- 5+ years in Success leadership or similar leadership role
- Highly strategic with deep experience in consultative, complex delivery methodology
- Proven experience building and leading a team from an early stage
- Proven ability to work across the GTM organization to strategize, plan and execute a cross-functional approach
- Hands-on success leader, energized by the transformative potential of generative AI and working with talented CSMs
- Commuting distance to a arenaflex Hub: New York City, San Francisco, Austin, Chicago
What We Offer
As a valued member of our team, you'll enjoy:
- Generous PTO, plus company holidays
- Medical, dental, and vision coverage for you and your family
- Paid parental leave for all parents (12 weeks)
- Fertility and family planning support
- Early-detection cancer testing through Galleri
- Flexible spending account and dependent FSA options
- Health savings account for eligible plans with company contribution
- Annual work-life stipends for home office setup, cell phone, internet, wellness stipend for gym, massage/chiropractor, personal training, etc., and learning and development stipend
- Company-wide off-sites and team off-sites
- Competitive compensation, company stock options and 401k
Why Join arenaflex?
At arenaflex, we're passionate about creating a workplace that's inclusive, diverse, and supportive. We believe in empowering our employees to grow and develop their skills, and we're committed to making a positive impact on our customers and the wider community.
How to Apply
If you're a motivated and experienced leader who's passionate about customer success, we'd love to hear from you. Please submit your application on our website, and don't forget to review our Global Candidate Privacy Notice before applying. Apply to this Job Apply for this job