Senior Customer Success Manager – SaaS Client Growth, Retention & Expansion (Hybrid/Remote)

Why arenaflex?

At arenaflex, we are redefining the way technology empowers the multifamily housing ecosystem. Our cloud‑native platform combines intelligent front‑office tools, data‑driven insights, and seamless automation to help property managers maximize occupancy, accelerate rent growth, and deliver unforgettable experiences to renters. With a track record of ten‑fold revenue expansion in just two years and a suite of industry‑recognised awards, arenaflex is not just a workplace—it’s a movement toward smarter, more connected communities.

Our mission is simple yet ambitious: to transform the rental journey for both residents and property owners through innovative software solutions. As a member of the arenaflex family, you’ll join a purpose‑driven team that values curiosity, collaboration, and relentless improvement. Whether you work from our newly reopened Ballard, WA headquarters, a hybrid office, or remotely from anywhere in the United States, you’ll have the flexibility, support, and resources needed to thrive.

Role Overview – Customer Success Manager

The Customer Success Manager (CSM) is a cornerstone of arenaflex’s client‑centric strategy. In this role, you will act as the trusted advisor for a portfolio of medium‑to‑large SaaS customers, guiding them from onboarding through adoption, expansion, and renewal. You will champion the voice of the customer across product, engineering, and sales teams, ensuring that every interaction drives measurable value and long‑term partnership.

Key outcomes include increasing product adoption, identifying growth opportunities, and reducing churn. You will be empowered to make data‑informed recommendations, influence roadmap decisions, and shape the future of arenaflex’s platform based on real‑world feedback.

Day‑to‑Day Responsibilities

• Primary Customer Advocate: Serve as the single point of contact for assigned accounts, orchestrating cross‑functional resources to resolve issues, answer questions, and deliver outcomes that exceed expectations.
• Proactive Engagement: Conduct regular check‑ins, business reviews, and health‑score assessments to surface insights, best‑practice recommendations, and opportunities for deeper product utilization.
• Cross‑Department Collaboration: Partner with Implementation, Enablement, Product, and Support teams to translate customer needs into actionable initiatives and product enhancements.
• Growth & Expansion: Identify and pursue upsell and cross‑sell opportunities, such as additional modules, user licenses, or new property portfolios, aligning proposals with the customer’s strategic objectives.
• Renewal Management: Lead the renewal process, crafting tailored solutions that address upcoming milestones, budget considerations, and evolving business goals.
• Data‑Driven Storytelling: Leverage usage analytics, ROI calculations, and industry benchmarks to demonstrate value, influence decision‑making, and build confidence in arenaflex’s platform.
• Feedback Loop Creation: Capture and prioritize customer feedback, feeding it directly into product roadmaps and internal improvement cycles to ensure the platform continuously evolves to meet market demands.

Essential Qualifications

• 3+ years of proven success in a Customer Success or Account Management role within a SaaS environment, preferably serving medium to large enterprise customers.
• Demonstrated ability to manage a book of business, nurture relationships, and consistently achieve renewal and expansion targets.
• Exceptional communication skills, with a talent for translating technical concepts into clear business outcomes.
• Strong analytical mindset—comfortable using data to diagnose challenges, quantify impact, and recommend strategic actions.
• Excellent listening abilities, empathy, and a solution‑oriented approach to resolving customer difficulties.
• Organizational prowess and time‑management expertise to juggle multiple accounts, priorities, and deadlines.
• Proactive, self‑directed attitude with a willingness to take calculated risks and think creatively.

Preferred Qualifications & Additional Skills

• Experience in the multifamily or real‑estate technology sector, understanding the unique pain points of property managers and leasing teams.
• Familiarity with CRM and customer success platforms (e.g., Gainsight, Totango, Salesforce) for tracking health scores and engagement metrics.
• Track record of delivering presentations, product demos, and executive business reviews to senior stakeholders.
• Ability to influence cross‑functional teams without direct authority, championing customer needs throughout the organization.
• Certification in Customer Success Management (e.g., SuccessHACKER, Gainsight) is a plus.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its team members. As a CSM, you will have access to:

• Mentorship from senior leaders who have built and scaled high‑performing customer success organizations.
• Continuous learning budgets for conferences, certifications, and industry workshops.
• Opportunities to transition into senior leadership roles such as Director of Customer Success, Product Management, or Strategic Partnerships.
• Cross‑training programs that expose you to implementation, product development, and sales strategy, broadening your skill set and career trajectory.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base Salary: Market‑aligned base compensation reflecting your experience and expertise.
• Equity Participation: Stock options that align your success with the company’s growth.
• Health Coverage: Comprehensive medical, dental, and vision plans for you and optional coverage for family members.
• Flexible Time Off: Generous PTO, paid holidays, and a results‑oriented work environment that respects work‑life balance.
• Parental Leave: Paid parental leave to support new parents during a critical life event.
• Retirement Savings: 401(k) plan with company match to help you build long‑term financial security.
• Learning & Development: Access to online learning platforms, tuition reimbursement, and internal knowledge‑sharing sessions.
• Remote‑Friendly Culture: Ability to work from anywhere in the U.S., with optional hybrid arrangements at our Ballard headquarters.

Work Environment & Culture at arenaflex

Our culture is built on the S.T.A.R. values that define how we operate every day:

• Strengthen Communities: We believe technology should empower neighborhoods, landlords, and renters alike.
• Tackle Difficult Problems: Complex challenges are opportunities for innovation and growth.
• Adapt to Change: The market evolves quickly; we stay agile and forward‑thinking.
• Raise the Bar: Excellence is a habit, not an act.

At arenaflex, collaboration is more than a buzzword—it’s a daily practice. Our “One Team” philosophy means that every employee, regardless of title or location, contributes to shared goals. We celebrate diversity, champion inclusion, and recognize that a variety of perspectives fuels creativity and better outcomes for our customers.

Our office spaces are designed for comfort and flexibility, featuring open‑plan areas, quiet zones, and state‑of‑the‑art collaboration tools. For remote team members, we provide a home‑office stipend and regular virtual team‑building events to keep connections strong.

Recognition & Awards

arenaflex has earned multiple accolades that reflect our commitment to employee satisfaction and industry leadership, including:

• Great Place to Work Certified (2022‑2023)
• Built In Seattle’s 100 Best Places to Work (2021‑2022)
• Built In Seattle’s 50 Best Midsize Places to Work (2022)
• Best Places to Work Multifamily® (2021‑2022)
• Inc. 5000 Fastest Growing Private Companies (2021‑2022)

Commitment to Diversity & Inclusion

arenaflex is an equal‑opportunity employer. We celebrate differences and are dedicated to building a workforce that reflects the diverse communities we serve. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, disability, veteran status, or any other protected characteristic.

Application Process

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑growing SaaS environment, and want to make a tangible impact on the multifamily housing industry, we want to hear from you. Apply today to join the arenaflex team of “Knockstars” and help shape the future of property technology.

Apply Now