Experienced Full Stack Customer Success Leader – High Touch Customer Experience

At arenaflex, we're dedicated to delivering exceptional customer experiences that drive long-term success for our clients. As a key member of our Customer Success team, the Head of High Touch Customer Success will play a critical role in elevating the customer experience to new heights. If you're a seasoned leader with a passion for customer-centricity, process improvement, and team growth, we want to hear from you.

About the Role

As the Head of High Touch Customer Success, you'll join our Dedicated CSM leadership team, working alongside our Heads of Strategic and EMEA Customer Success, as well as leaders from our Startup CS, Support, Customer Education, and Contract Management teams. Your primary focus will be on growing a talented team of CSMs, leading the current Manager of High Touch Customer Success, and driving the overall strategy and execution of our High Touch CS function.

Key Responsibilities

* Lead and coach both the current Manager of High Touch CS and your own team of CSMs supporting customers across onboarding, adoption, and long-term partnership

• Drive process improvements across the customer journey, with a focus on post-onboarding and adoption
• Help evolve how we deliver consistent, high-quality customer experiences at scale
• Serve as a key product advocate, partnering closely with internal teams to champion improvements that better support our upper mid-market and lower enterprise customers

Essential Qualifications

* Experience leading and developing Customer Success Managers in a B2B SaaS environment

• Proven track record of improving customer journeys, with a focus on onboarding, adoption, and retention
• Strong operational mindset, with experience implementing and improving team processes
• Excellent communication and collaboration skills, with the ability to partner with cross-functional teams
• Data-driven approach, with experience using metrics to drive decision-making and improve customer experiences
• Customer-centric thinking, with a deep understanding of B2B customer needs and a history of delivering outstanding support experiences
• Lifecycle awareness, with experience supporting efforts that drive product engagement and help customers achieve their goals

Preferred Qualifications

* Experience working in a dynamic, evolving product environment

• Strong problem-solving skills, with the ability to find innovative, scalable solutions to complex challenges
• Detail-oriented and process-driven, with a focus on improving efficiency and efficacy
• Experience defining resourcing and headcount planning, with a focus on team growth and development
• Passion for coaching and developing team members, with a focus on continuous growth and improvement

Our Philosophy

At arenaflex, we're committed to building best-in-class products that deliver exceptional customer experiences. We believe in:

• Investing in deep expertise, with a focus on delivering outstanding support experiences
• Hiring and compensating talented individuals, with a focus on small teams and a strong sense of ownership
• Valuing principled thinking, thoughtful communication, and a commitment to continuous improvement

The Interview

Our interview process is designed to help you showcase your skills and experience, while also providing insight into our key focus areas. The process includes:

• 30-minute Recruiter Screen
• 60-minute Hiring Manager Interview with Global Head of Dedicated CS
• 60-minute Presentation & Interview with our Manager of High Touch, Head of Startup, and Head of Strategic
• Final Round:

+ 30-minute Interview with VP of Customer Success + 30-minute Interview with CEO + 10-minute Closing Questions with Hiring Manager

Benefits

At arenaflex, we offer a comprehensive benefits package, including:

• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US (with plans to expand to other countries)
• $100/month education budget, with more expensive items covered with manager approval
• Extended health benefits for you and your dependents (subject to availability with our Employer of Record)
• Generous equipment, software, and office furniture budget
• 10-year exercise window for stock options
• A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive work environment

Why Join arenaflex?

At arenaflex, we're passionate about delivering exceptional customer experiences that drive long-term success for our clients. If you're a seasoned leader with a passion for customer-centricity, process improvement, and team growth, we want to hear from you. Join our team and be part of a dynamic, evolving product environment that's committed to continuous improvement and excellence.

How to Apply

If you're ready to take your career to the next level and join a team that's passionate about delivering exceptional customer experiences, apply now. We can't wait to hear from you! Apply for this job