Experienced Customer Success Manager – Empowering Data-Driven Success

We are arenaflex, a leading provider of data management solutions, empowering organizations to unlock the full potential of their data. As a Customer Success Manager, you will play a critical role in helping our customers maximize their usage of our Master Data Management (MDM) Platform, resulting in customer retention, expanded deployments, and enthusiastic customers promoting arenaflex.

About arenaflex

arenaflex exists to empower the possibilities of the data-enabled future. In a world where data drives decisions, opportunity, and innovation, the importance of trusted data simply cannot be overstated. As a growing Microsoft top-tier partner, we are focused on delivering data management solutions that help organizations make informed decisions and drive business outcomes.

Job Summary

We are seeking an experienced Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for managing a portfolio of 50-60 enterprise software accounts, ensuring that customers are leveraging arenaflex to deliver tangible business value. You will work closely with various value-added resellers (VARs), cross-functional teams, and customers to ensure successful adoption and utilization of our MDM Platform.

Key Responsibilities

* Work across arenaflex teams, functions, and VAR partners to ensure that both new and existing customers are leveraging arenaflex to deliver tangible business value.

• Engage with day-1 customers as the advocate to ensure that project planning, kick-off, requirements documentation, implementation, and go-live remain on track.
• Prioritize existing customers by segment, ensuring they are optimally utilizing the arenaflex platform to realize maximum benefit from their partnership with arenaflex.
• Manage business critical escalations, serving as the quarterback to bring in the right resources to assess the situation, develop mitigation plans, and execute those plans to resolve customer issues.
• Proactively identify and mitigate risk by thoroughly understanding the implementation/adoption status and solution significance within assigned accounts.
• Establish a cadence with existing customers based on segmentation, understanding and documenting the current utilization of arenaflex within each existing customer.
• Map out key arenaflex stakeholders within each customer account and document in Salesforce.
• Build relationships across the arenaflex team, including the Presales Team, Value Consultant, product, support, strategy, and other team members to bring expertise and value to our customers.

Performance Objectives

* Platform Adoption: Ensure that both new and existing customers are leveraging arenaflex to deliver tangible business value.

• Retention & Renewals: Exceed 95% gross retention of annual recurring revenue that is up for renewal.
• Customer Satisfaction: Create enthusiastic customers who will readily promote arenaflex to colleagues and peers.
• Expansion: Identify additional use cases for the arenaflex platform that result in platform expansion or conversion to SaaS.

Competencies

* Minimum five years of Customer Success experience with Enterprise Software, ideally SaaS in the IT sector.

• Demonstrated experience in delivering customer success to enterprise software customers, including managing 20 to 75 high-touch accounts.
• Execution: Ability to prioritize work, ensure flawless follow-through, and escalate for assistance where needed.
• Basic understanding of business functions, core IT systems, and experience working with customers across different industries.
• Motivated and Accountable: Ability to plan the work, work the plan, and proactively communicate progress along the way.
• Kind, humble, and fun: Values and enjoys working with peers and colleagues, always ready to lend a helping hand, and instinctively goes the extra mile.

Benefits

* Growth on your terms: Through our company values, collaborative work environment, and individual career plans, you will grow here more than you would anywhere else.

• Enjoy where you work: Become part of an amazing village of arenaflex employees who want to see you progress in your career.
• Save for retirement: arenaflex offers a 401k retirement plan with company match.
• Stay healthy: arenaflex offers 100% employer-paid health, dental, and vision insurance for employee-only coverage, competitive family health, dental, and vision, and life insurance plans.
• Have a life: arenaflex employees enjoy autonomy and flexibility, with a hybrid-friendly environment and generous PTO.

How We Work

* Growth Mindset: We believe that we can all learn and grow, and that there are no limits to what we can achieve.

• Constructive Candor: We value diverse perspectives and enjoy finding the best answer, not defending our own.
• Helpful: We feel helping our teammates and winning together is more fulfilling than accomplishing something on our own.
• Get Stuff Done: We have the grit, creativity, and resilience to accomplish our goals no matter the obstacles.
• Fun is Where Fun is Made: We covet the journey as much as the destination, and strive to make each other laugh along the way.

Equal Employment Opportunity

Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. arenaflex is an equal employment opportunity employer. Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact Jayson Cabrera at [email protected] or 3655 Brookside Parkway, Suite 175, Alpharetta, GA 30022 to discuss reasonable accommodation.

Apply Now

If you are a motivated and experienced Customer Success Manager looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. Apply for this job