Experienced Director of Customer Success – Driving Retention, Expansion, and Customer Satisfaction in EdTech SaaS
At arenaflex, we're revolutionizing the education sector with our cutting-edge generative AI platform for teachers. As a fast-growing company, we're committed to making a real social impact by empowering educators worldwide. If you're passionate about delivering exceptional customer experiences and driving business growth, we invite you to join our top team as an Experienced Director of Customer Success.
About arenaflex
arenaflex is a pioneering EdTech company that's changing the face of education with its innovative AI platform. Our mission is to provide teachers with the tools they need to succeed, and our community of over 4 million educators from around the world is a testament to our impact. We're not just a company – we're a movement that's dedicated to making education more accessible, equitable, and effective.
The Role
As our Director of Customer Success, you'll play a critical role in driving retention, expansion, and customer satisfaction within our fast-growing EdTech SaaS environment. You'll work closely with our Manager of Customer Success to develop and implement strategies that drive business growth, while maintaining a strong focus on customer satisfaction and retention. This role requires a seasoned leader with a proven track record of success in customer success, as well as excellent leadership, communication, and problem-solving skills.
Responsibilities
*
Run the Business:
Own customer success metrics and dashboards in Salesforce (daily, operational, and strategic views) to drive data-informed decision-making.
Manage the Team:
Conduct 1:1s, team meetings, and performance reviews while holding individuals accountable to key expectations. Develop and maintain a high-performing team culture.
Cross-Functional Leadership:
Work closely with Sales, Product, and other departments to ensure a seamless customer journey and strategic alignment across teams.
Talent Development & Hiring:
Recruit, onboard, and develop top talent while quickly addressing underperformance to maintain a high-caliber team.
Invest in Self-Growth:
Continuously develop leadership skills, address personal growth areas, and stay ahead of industry trends in customer success.
Qualifications/Competencies/Skills
*
Data-Driven Leadership:
Ability to build, interpret, and leverage Salesforce dashboards to drive business decisions and team performance.
People & Performance Management:
Strong track record of setting clear expectations, holding teams accountable, and motivating high performers.
Cross-Functional Collaboration:
Proven ability to coordinate across customer success managers and Sales leadership to align customer success with business goals.
Hiring & Talent Development:
Experience in identifying, hiring, and retaining top talent while addressing performance issues quickly and effectively.
Strategic Thinking & Execution:
Ability to implement scalable customer success playbooks and frameworks based on prior SaaS experience.
Experience
* 10+ years in Customer Success within a tech SaaS environment.
- 5+ years of experience managing CS teams (including hiring and performance management).
- Strong Salesforce experience, particularly in dashboard management.
- Demonstrated ability to run customer success operations at scale.
Nice to Have
* Experience in EdTech or working with education institutions.
- Prior experience transitioning from managing ICs to managing managers.
- Familiarity with customer success platforms (Gainsight, ChurnZero, Totango, etc.).
Our Benefits
We're proud to offer generous benefits that support your well-being and career growth, including:
- Unlimited PTO
- 100% employer-covered health insurance
- A wellness stipend
- A 401(k) match
- Vision/dental insurance
Our Values
At arenaflex, we're guided by a set of core values that reflect our commitment to making a positive impact in education:
Educators are Magic:
Educators are the most important ingredient in the educational process – they are the magic, not the AI. Trust them, empower them, and put them at the center of leading change in service of students and families.
Joy and Magic:
Bring joy and magic into every learning experience – push the boundaries of what’s possible with AI.
Community:
Foster community that supports one another during a time of rapid technological change. Listen to them and serve their needs.
Innovation:
The education system is outdated and in need of innovation and change – AI is an opportunity to bring equity, access, and serve the individual needs of students better than we ever have before.
Responsibility:
Put responsibility and safety at the forefront of the technological change that AI is bringing to education.
Diversity:
Diversity of thought, perspectives, and backgrounds helps us serve the wide audience of educators and students around the world.
Excellence:
Educators and students deserve the best – and we strive for the highest quality in everything we do. If you're a seasoned leader with a passion for customer success and a commitment to making a positive impact in education, we invite you to join our team at arenaflex. Apply now to become our Experienced Director of Customer Success and help us drive business growth while delivering exceptional customer experiences. Apply for this job