Experienced Customer Success Manager – SaaS Management and Growth

At arenaflex, we're revolutionizing the way businesses manage their cloud applications. As a fast-growing, VC-funded startup in the SaaS Management space, we're dedicated to helping customers like Sisense, AppsFlyer, HiBob, iFood, and Payoneer discover and act on every single cloud application in their portfolio. Our cutting-edge platform has recently been recognized by Gartner as a Leader in SaaS Management Platforms, and we're looking for a talented Customer Success Manager to join our North American Customer Team.

About arenaflex

arenaflex is a dynamic and innovative company that's changing the game in SaaS Management. With a strong focus on customer success, we're committed to delivering exceptional value to our customers and helping them achieve their goals. Our team is passionate about what we do, and we're looking for like-minded individuals who share our vision and values.

The Role

As a Customer Success Manager at arenaflex, you'll play a critical role in ensuring our customers get the most out of our platform. You'll be responsible for guiding SMB and Mid-Market customers from onboarding to renewal, providing ongoing training and support, and building strong relationships with our customers. You'll work closely with our Sales, Marketing, Engineering, and Product teams to drive adoption and maximize the value of our platform.

Key Responsibilities

* Guide customers from onboarding to renewal, ensuring they get the most value from arenaflex

• Lead onboarding to set customers up for long-term success with best practices
• Provide ongoing training to ensure users feel confident and maximize value from the platform
• Share product updates and roadmap insights while relaying customer feedback to the Product team
• Advise customers on SaaS Management best practices to help them achieve their goals
• Build strong relationships through regular check-ins, business reviews, and success planning
• Align with stakeholders to track progress and demonstrate the impact of arenaflex
• Proactively identify opportunities for increased adoption without disrupting customer goals
• Resolve issues efficiently, collaborating with internal teams as needed
• Develop creative ways to engage customers outside of meetings, such as videos, emails, and office hours
• Navigate renewal conversations, mitigating risks like capability downgrades to reduce churn
• Maintain accurate forecasts of renewals and at-risk accounts
• Work closely with Finance and Legal to verify contracts, quotes, and terms

Success Metrics

* Ensure customer retention by proactively delivering value and supporting Gross Revenue Retention (GRR) goals

• Identify growth opportunities to strengthen customer relationships and boost Net Revenue Retention (NRR)
• Build long-term partnerships by driving renewals and multi-year commitments
• Promote customer advocacy through references, referrals, and case studies

Who We're Looking For

* 3+ years of experience in a customer-facing role (Customer Success Manager, Account Manager, Account Executive, etc.)

• Strong communication skills, both written and verbal, with the ability to build relationships and engage customers effectively
• Proficiency with tools in our tech stack, including Salesforce, ChurnZero, Loom, Notion, Intercom, Featurebase, and Zendesk
• Problem-solving mindset: able to quickly assess situations, pivot when needed, and find creative solutions
• Experience with SaaS integrations, including Okta, Google Workspace, Azure, SSO, Hosting, API integrations, and IT ecosystems
• Familiarity with identity providers (IDPs) like Okta, Azure AD, Google Workspace, JumpCloud, and OneLogin, as well as OAuth, HRIS, expense management, IT, procurement, and SaaS platforms
• Analytical thinker who can evaluate processes and recommend data-driven improvements
• Self-motivated and proactive, with a collaborative approach and a knack for creative problem-solving
• Quick learner, experienced in training and guiding customers through complex technical processes
• Detail-oriented and disciplined, ensuring consistency and accuracy in daily work

What We Offer

* Remote-First Culture: Work from anywhere with flexible hours and a supportive team

• Comprehensive Benefits:

+ 100% fully paid health, vision, and dental coverage for you, and 80% health, 100% dental and vision coverage for your family + Employee share options to give you a stake in our success + Generous vacation policy to encourage a healthy work-life balance + Unlimited sick, medical, mental health, and safe leave + 401k with a 6% Safe Harbor Match to support your financial future + Life and Disability Insurance for added peace of mind

• Remote Work Setup: Receive a MacBook, mouse, keyboard, monitor, and a $300 WFH stipend
• International Reach: Join a company whose product is trusted by global brands like Sisense and Fiverr

Compensation

The salary range for this role is $100,000 - $115,000 USD, depending on experience and location.

How to Apply

If you're passionate about customer success and want to join a dynamic and innovative company, we'd love to hear from you! Please submit your application through the link below. Apply To This Job arenaflex is an Equal Employment Opportunity Employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. Apply for this job