Experienced Director of Customer Success – Driving Revenue Growth and Customer Delight in a High-Growth B2B SaaS Environment
At arenaflex, we're revolutionizing the way businesses build better products by making customer research fast, easy, and scalable. Our all-in-one research platform empowers teams to recruit participants, run interviews and surveys, and analyze insights – all in one place. As we pioneer automated qualitative analysis, we're on a mission to help product teams deeply understand and serve their users. We're now seeking an exceptional Director of Customer Success to lead our post-sale strategy and execution, driving revenue growth, building scalable systems, and guiding our CS team through a new phase of growth. If you're a seasoned customer success leader with a passion for driving business outcomes and delivering exceptional customer experiences, we'd love to hear from you.
About the Role
As our Director of Customer Success, you'll own the customer lifecycle from onboarding through renewal and expansion, transforming it into a repeatable, measurable engine for Net Dollar Retention (NDR). You'll be responsible for leading our North America-based CS team, driving revenue growth, and building scalable systems to support our high-growth B2B SaaS environment.
Key Responsibilities
* Own ambitious Net Dollar Retention goals across all segments, defining and executing a segmented NDR strategy (e.g., 120% Enterprise, 110% Self-Serve)
- Be accountable for renewals, expansion, and churn, identifying and growing new revenue streams, including professional services
- Build forecasting, pacing, and attribution models to track revenue impact and drive data-driven decision-making
- Design and scale repeatable onboarding, adoption, expansion, and renewal playbooks, identifying success patterns among high-performing accounts and standardizing those motions
- Operationalize usage signals, customer health scores, and churn/risk alerts to drive proactive customer engagement and retention
- Partner with Sales, Product, Marketing, and Ops to build an aligned GTM strategy, integrating CS into our PLG motion (e.g., in-app success triggers, lifecycle comms)
- Support adoption of usage-based pricing through training and enablement, driving performance through accountability, goal-setting, and feedback
About You
* Proven success leading CS teams in high-growth B2B SaaS environments, ideally having scaled from Series A to Series B/C and beyond
- Experience serving enterprise customers and ideally managing both enterprise and scaled CS motions
- Demonstrated commercial acumen: achieved or exceeded quotas, driven upsells, opened new revenue streams
- Systems thinker with strong process-building and performance tracking abilities
- Empathetic, high-clarity people leader experienced in hiring, coaching, and managing performance
- Cross-functional collaborator who aligns CS tightly with GTM partners
- Passionate about the opportunity around AI
Success in First 6–12 Months
* Achieving QoQ revenue targets
- Segmented NDR strategy implemented and tracking to 115%+
- Expansion ownership between CS and Sales clearly defined and smoothly operating
- Revenue attribution for CS is live, with CSMs confidently executing and hitting quota
Benefits
* Competitive salary and benefits package
- Opportunity to work on challenging and impactful projects
- Be part of a passionate and supportive team
- Make a real difference in the world of customer feedback
Hiring Process
We endeavor to deliver a great candidate experience, including notifications of your status in the hiring process throughout. The hiring process includes the following steps and typically happens across 2-4 weeks from first interview:
- Initial phone screens for shortlisted candidates
- Interview with Co-Founder & CEO, Ned Dwyer
- Cross-functional collaboration interview with our VP of Sales
- Collaboration interview with a member of Customer Success
- Take-home assignment and synchronous review
- Final leadership interview
- Reference checks with a past manager, and if relevant, a person you have managed
How to Apply
If this sounds like the opportunity you've been waiting for, we'd love to hear from you! Please submit your resume, making sure it's a concise representation of your previous work experience. Note, we will only ever contact you over email using an arenaflex email address. Originally posted on arenaflex Careers Apply To this Job Apply for this job