Experienced Customer Success Manager – Remote CST Preferred (Full Time)
At arenaflex, we're on a mission to empower every organization to not just bounce back from a data outage or loss but bounce forward. As a leader in the Enterprise Software & Network Solutions industry, we're committed to delivering radical resilience through data security, data recovery, and data freedom for hybrid cloud environments. Our Data Platform provides a single solution for cloud, virtual, physical, SaaS, and Kubernetes environments, giving IT and security leaders peace of mind that their apps and data are protected and always available. Headquartered in Seattle with offices in more than 30 countries, arenaflex protects over 450,000 customers worldwide, including 74% of the Global 2000, who trust us to keep their businesses running. We're now seeking an experienced Customer Success Manager to join our team, working remotely with a preference for CST (Customer Success Team) experience.
About the Role:
As a Customer Success Manager at arenaflex, you'll be a high-touch, customer advocate responsible for ensuring strategic customers are successful leveraging our solutions. Your primary goal will be to drive higher renewal rates, additional upsell/cross-sell opportunities for the sales organization, and increased number of references and/or case studies. You'll work closely with our sales and broader cross-functional groups to drive continuous improvement and a superior customer experience.
Responsibilities:
• Build strong working and strategic relationships with clients, acting as a knowledgeable and trusted advisor for current product offerings as well as future expansion opportunities.
- Conduct proactive customer/account health checks and escalate matters as required.
- Help drive new case studies and references with assigned customers.
- Collaborate internally with sales and broader cross-functional groups to drive continuous improvement and a superior customer experience.
- Work closely with the Renewals team to help drive high renewal rates.
- Ensure that all arenaflex team activities that touch the customer are in alignment with the customer's business objectives and use cases so the full potential of their arenaflex solution can be realized.
- Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth.
- Help collaborate and build out documentation for team processes.
- Contribute to a positive, innovative, adaptable, and growth-minded work culture.
- Proactively identify areas of potential customer risk and build action plans to help remediate.
- Work with customers and arenaflex employees from a remote office location.
- Traveling up to 20% of working time.
Requirements:
• Prior customer success-related work experience is required.
- Experience developing and communicating new ideas and proposals for Customer Success team improvements.
- Project management experience.
- Demonstrates patience, understanding, and empathy in order to effectively manage conflict and concerns.
- Ability to adapt to changes in roles and responsibilities.
- Self-starter with a passion for customer success.
- Experience gathering and analyzing customer success metrics, including current usage and key growth stats.
- Strong business acumen with experience in leading projects in a methodical and goal-oriented manner.
- Understands Cloud and Hyperscaler technologies, SaaS offerings, and Microsoft 365.
- Has a general understanding of accompanying infrastructure that works with arenaflex (Servers/Storage/Networking/etc.).
What We Offer:
• A competitive salary range of $126,400—$180,600 USD, inclusive of base and variable pay.
- Opportunities for career growth and professional development in a dynamic and innovative company.
- A positive, innovative, adaptable, and growth-minded work culture.
- A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
- A remote work environment with the flexibility to work from anywhere.
- Access to cutting-edge technology and tools to support your success.
- Collaborative and supportive team environment with opportunities for growth and development.
About arenaflex:
arenaflex is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law. We're committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees.
How to Apply:
If you're a motivated and experienced Customer Success Manager looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
Note:
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