Experienced Customer Success Lead – Revenue Lifecycle Management
At arenaflex, we're revolutionizing the way revenue lifecycle management is done. Our cutting-edge platform makes quote-to-cash easy, no matter how you price. We're a small, fully remote, and proven team with multiple "best places to work" awards to our credit. We have strong backing from First Round Capital, prominent usage-based founders and operators, and other top investors. The last company we started, Second Measure, scaled to 70+ people and tens of millions in revenue, and was ultimately acquired by Bloomberg in a landmark deal. We're now looking for an experienced Customer Success Lead to join our early-stage team. As our first dedicated Customer Success hire, you'll be an integral part of our growth journey. You'll help us build out the Success function and set both near-term and long-term strategies for our customer-facing organization. We'll look to you to be a trusted advisor and internal advocate for our rapidly growing client roster. Working collaboratively across the entire arenaflex org, you'll help us scale as we continue to delight our customers.
About the Role
In this role, you'll be responsible for developing and deploying customer success strategies to ensure an outstanding customer experience, driving customer satisfaction and retention. You'll manage client renewals and upsells, tracking toward an NDR goal. You'll build and monitor customer health metrics and conduct regular check-ins to ensure clients are achieving their desired outcomes. You'll operate at various altitudes, from managing critical issues with key clients to helping us shape an overarching GTM strategy. You'll collaborate with product and engineering teams to relay customer feedback and help drive product roadmap and enhancements based on recurring themes and customer insights. You'll create educational content and resources to aid customers in better understanding and utilizing arenaflex's offerings. You'll implement modern tooling systems (including AI-enabled workflows) to build an efficient and transparent Customer Success org and workflow. Initially, you'll manage a small Customer Success + Support team, helping to develop and build those teams as we scale.
What We're Looking For
We're looking for someone with 5+ years of experience in Customer Success, ideally at a growing B2B SaaS business. You've partnered with and supported clients at the executive level before. Most of our clients today are Founders and/or C-Suite executives. You're a proactive self-starter who thrives in ambiguous environments and is skilled at building functions from the ground up. You're an excellent communicator with the ability to effectively manage customer expectations and build strong relationships both internally and externally. You excel in critical thinking with the ability to identify trends in customer interactions and operationalize insights to improve the customer journey. You're results-oriented, with a track record of using analytical approaches to impact customer satisfaction positively.
Bonus Points
Experience with products in the revenue or finance stack is a plus. You've previously built a customer success function from zero to one. You've worked at an early-stage startup and are familiar with the unique challenges and opportunities involved.
Working at arenaflex
We offer a competitive and fair pay package, with equal pay by role and level at the 75th percentile of SF salaries ($120,000 to $155,000 for this role, depending on level) with meaningful equity. We're a fully remote team, distributed by design with team members from San Francisco to Raleigh. We offer fully covered health benefits, including 100% paid medical, mental health, dental, and vision premiums for you and your family. We offer paid parental leave, with 16 weeks for birthing parent and 12 weeks for all other parents welcoming a new child into their home. We offer a 401(k) plan with 4% company contribution, regardless of what you put in. We offer flexible PTO, so you can take the time you need to unplug and unwind. We provide a new Mac and a $1,500 annual stipend to make your home workspace more comfortable and productive.
Our Culture
We're proud to be an equal opportunity workplace. We learn from perspectives that are different from our own and are committed to creating an equitable and inclusive environment for all our employees. We recognize that great talent doesn't always fit neatly into predefined roles. We consider all candidates for all open roles. If you fit into more than one role, we ask you only apply to the one you feel is the closest fit. If you're interested in working with us, but don't see a clear fit for a posted role, we'd still love to hear from you at [[email protected]](mailto:[email protected]).
How to Apply
If you're passionate about delivering exceptional customer experiences and are excited about the opportunity to join our team, please submit your application. We can't wait to hear from you! Apply for this job