Experienced Customer Success Manager – Private Markets and Investment Technology

At arenaflex, we're revolutionizing the private markets by combining exceptional expertise, operational excellence, and frictionless technology. Our platform enables funds and private investors to seamlessly and securely set up and manage their investment entities. As we continue to grow and expand our core team, we're seeking a passionate and experienced Customer Success Manager to play a pivotal role in growing our business and shaping the future of private markets.

How the Role Contributes to arenaflex's Vision

Customer Experience is at the heart of our success, and building a dedicated team to support our customers is crucial, particularly as we enter new markets and grow to the next stage. As a Customer Success Manager, you will be the main point of contact for Fund Managers and Investors, ensuring their satisfaction, driving upsells, referrals, and positive feedback. Your role will be instrumental in shaping the customer journey, from onboarding to upsells, and will require you to collaborate closely with our Operations, Product, Sales, Legal & Finance teams.

Top Responsibilities

As a Customer Success Manager at arenaflex, you will be responsible for:

• Driving Customer Experience as the main point of contact, liaising between Operations, Product, Sales, Legal & Finance teams.
• Being the Project Manager on the full after-sales customer lifecycle, from onboarding to upsells.
• Building and maintaining excellent relationships with our customers and gathering feedback through insightful retrospectives.
• Taking ownership of customer satisfaction metrics, including NPS, upsells, referrals, and escalations.
• Working closely with our Head of Customer Success and our Founders to drive our Customer Success strategy as we grow.

What You Should Bring with You

To succeed in this role, you will need:

• 2+ years of professional experience, with 1-3 years in SaaS account management.
• Great communication skills, with English as a minimum requirement, and German as a plus.
• Prior experience in managing relationships with enterprise-level customers with sophisticated and specialized requirements.
• The ability to analyze and simplify complex subjects for effective communication, while personalizing your approach to every customer.
• Proven experience with a CRM, ideally HubSpot.
• Capacity to adapt and pivot seamlessly in the fast-paced and dynamic environment of an early-stage startup.

Why You Should Join arenaflex

This role is at the forefront of customer interaction, offering the opportunity for relationship-building, networking, and collaborating across all departments of the company. You will be part of a network of people passionate about investment and will work closely with the most interesting players in the private market. Our company culture is built on drive, ownership, and a diverse mix of talents, and we offer:

• Flexible hours and a hybrid office setup.
• 28 days of vacation per year plus public holidays.
• A competitive compensation package.
• Opportunities for career growth and learning benefits.

What Your Interview Journey Will Look Like

Our interview process is designed to get to know you and your experience, as well as to assess your fit for the role and our company culture. Your journey will consist of:

• A 30-minute interview with our People team to get acquainted with arenaflex and discuss your career expectations and core values.
• A 30-minute deep-dive interview with our Head of Customer Success to discover the role in more detail and discuss how your journey has prepared you for it.
• A 60-minute practical interview with our Customer Success Team, Head of Customer Success, and Emma Shaw to demonstrate your approach to Account Management and working with customers.
• A final 30-minute meeting with our Founders to further learn about our vision and discuss any open questions.

About arenaflex

arenaflex is an investment tech startup founded in Berlin in 2021. With a proven track record, we have garnered trust from leading fund managers and institutional LPs, who have collectively committed over €3 billion through our platform. The private markets are experiencing unprecedented growth, with alternative assets expected to reach nearly $40 trillion by the end of the decade, yet still reliant on outdated tools and methods. We recently closed our $15.5 million Series A to accelerate arenaflex's mission to bring a trillion-dollar industry into the 21st century, driving a much-needed digital transformation. At arenaflex, we are committed to creating an inclusive environment for all employees because we value and celebrate diversity. We are an equal opportunity employer, which means we do not tolerate discrimination toward any of our applicants or employees. If you're passionate about customer success and the private markets, and you're looking for a challenging and rewarding role, we encourage you to apply to this exciting opportunity. Apply for this job