Experienced Customer Success Manager – Strategic Account Growth and Innovation

At arenaflex, we empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. Our industry-leading developer data platform, arenaflex Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across various cloud providers. With offices worldwide and over 175,000 new developers signing up to use arenaflex every month, it’s no wonder that leading organizations trust arenaflex to build next-generation, AI-powered applications. We are seeking an experienced Customer Success Manager to join our team in Seoul, South Korea. As a key member of our Customer Success team, you will play a critical role in driving strategic account growth and innovation, while maintaining a customer-centric approach. This is a relatively new role at arenaflex, so we are looking for someone who can thrive with a high level of ambiguity and operate autonomously.

About the Role

As a Customer Success Manager, you will be the main point of contact for arenaflex end-users, leveraging your technical and account management skills to build strong relationships and drive customer success. You will work closely with Sales, Professional Services, Solutions Architects, and other internal teams to develop and execute account plans that mitigate risk and drive growth. Your expertise will be essential in identifying roadblocks and providing feedback to inform internal teams, including Product, Professional Services, and Leadership, on how to build a stronger product and go-to-market organization.

Key Responsibilities

* Work as a strategic advisor to customers, providing guidance on arenaflex best practices and overall technology strategy

• Collect feedback and identify roadblocks from customers to inform internal teams on how to build a stronger product and go-to-market organization
• Act as the link between customers and product engineering to develop new innovative solutions
• De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and arenaflex
• Build and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolio
• Lead in-person executive business reviews for strategic customers, including interfacing with C-suite executives and other technical leaders to align to business objectives and agree to a mutual success plan
• Work on strategic internal projects to help build the Customer Success program
• Document all customer interactions in internal systems, including Gainsight and Salesforce.com
• Provide feedback and guidance to leadership on key signals within arenaflex Atlas that indicate healthy or unhealthy customer accounts
• Manage the relationship with Sales Leadership and Account Executives in your territory
• Forecast expected churn and growth to senior leadership team
• Help interview, onboard, and ramp new team members
• Act as a leader amongst your peers, running enablement sessions, product certifications, and being vocal in team meetings to ensure those around you grow

Essential Qualifications

* 5+ years of experience working in a Customer Success, Account Management, Client Services, or other similarly customer-centric role

• Background and passion for advocating on behalf of customers – this role should act as an extension of the customers' team within arenaflex
• Mind for technology – we’ll teach you about arenaflex and databases, but our customers and product are inherently technical, and you should have an aptitude and curiosity to learn about those concepts
• Ability to act with a high level of autonomy, taking full ownership of your customer portfolio and making key decisions to drive effective customer outcomes
• Entrepreneurial mindset – this is a new team at arenaflex where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment
• Team player and passion for collaboration – this role will work with some of our most strategic growth customers, so must align closely to Sales, Professional Services, Technical Services, and the broader arenaflex ecosystem

Preferred Qualifications

* Prior exposure to database, cloud, and infrastructure technology

• Experience working with Gainsight and Salesforce.com

What We Offer

* Competitive salary and bonus structure

• Comprehensive benefits package, including health insurance, retirement plan, and paid time off
• Opportunities for professional growth and development, including training and education programs
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and tools
• Opportunities to work on high-impact projects and initiatives
• Collaborative and supportive team environment

About arenaflex

arenaflex is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. arenaflex is an equal opportunities employer.

How to Apply

If you are a motivated and results-driven individual with a passion for customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. Apply to this Job Apply for this job