Strategic Customer Success Manager – West Coast

Join arenaflex, a pioneering company empowering developers to stop online fraud at the source, as we continue to revolutionize the fraud detection space. As a Strategic Customer Success Manager, you will play a vital role in driving the success of our most strategic customers, helping them achieve their goals, and ensuring a positive renewal outcome.

About arenaflex

arenaflex is a globally dispersed, 100% remote company with a strong open-source focus. Our flagship open-source project, FingerprintJS, has gained 20K stars on GitHub, and we have raised $77M in funding from top investors, including Craft Ventures, Nexus Venture Partners, and Uncorrelated Ventures. We are committed to creating an inclusive work environment for everyone, embracing and celebrating the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace.

The Role

As a Strategic Customer Success Manager, you will be responsible for owning the health and retention of accounts starting from contract execution. Success is measured by driving pre-sales activities and implementation to go live/steady state. You will own the post-sales customer lifecycle from onboarding through growth and renewal. Your key responsibilities will include:

• Managing a portfolio of clients and ensuring a high level of satisfaction with the product is achieved
• Creating a plan to ensure client success, focusing on measurable outcomes and the ability to guide complex global organizations
• Conducting regular meetings with clients to drive our product adoption by linking our capabilities with critical business workflows
• Helping create, define, and achieve goals and KPIs based on the customer's North Star metric
• Cross-functional collaboration with sales, product, and support to deliver a seamless, exemplary experience while maximizing customer value for our clients

Key Qualifications

To be successful in this role, you will need:

• 7+ years of experience in an Enterprise SaaS Customer Success role
• Experience with Zendesk and Salesforce is a huge plus
• Experience in managing and growing a book of business of $5MM+ Annual
• Strong communication skills, with the ability to effectively prioritize, multitask, and engage with customers
• Experience in the art of change management, with the ability to motivate, unblock, and overcome barriers both internally and externally
• Effective at leading and facilitating meetings with a broad range of participants, including product managers, technical engineers, Directors, and C-Suite Executives
• Empathy, diplomacy, and poise under pressure when working through customer concerns
• A team-oriented mindset, with a focus on elevating the group's performance through proactive collaboration and knowledge-sharing

Nice to Have

While not essential, the following skills and qualifications would be beneficial:

• Experience conducting virtual meetings with internal and external customers
• Some travel required
• Strong storytelling skills, with the ability to communicate complex ideas in a clear and concise manner
• Experience in managing and mitigating risks, escalations, and churn risks

What We Offer

arenaflex offers a competitive compensation package, including a base cash compensation range of $150,000 – $170,000, with a bonus structure. We also offer a range of benefits, including:

• A comprehensive health insurance package
• A 401(k) matching program
• Flexible work arrangements, including remote work options
• Professional development opportunities, including training and education programs
• A dynamic and inclusive work environment, with a focus on diversity, equity, and inclusion

How to Apply

If you are a motivated and experienced customer success professional looking to join a pioneering company in the fraud detection space, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Important Notice

arenaflex is committed to creating an inclusive work environment for everyone. We embrace and celebrate the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace. We highly encourage people from underrepresented groups in tech to apply.

Disclaimer

arenaflex is an all-remote company, and people can join our workforce from almost any country. However, due to regulatory and security reasons, there are a small number of countries where we cannot have arenaflex teammates based. Additionally, we do not sponsor visas, and arenaflex teammates need to be authorized to work from their home location.

GDPR and CCPA Notice

If you are applying as a resident of the EU, please read our GDPR notice here. If you are applying as a resident of California, please read our CCPA notice here. Apply for this job