Experienced Full Stack Customer Success Manager – SMB Account Growth and Retention
At arenaflex, we're revolutionizing the way organizations build trust, tell their stories, and demonstrate the unique value of earned media. As a leading SaaS platform for public relations and communications professionals, we empower teams to collaborate seamlessly, pitch effectively, and analyze results faster and more efficiently. Our mission is to enable organizations to achieve their goals through innovative solutions and exceptional customer experiences. We're seeking a strategic and empathetic
Experienced Full Stack Customer Success Manager – SMB Account Growth and Retention
to join our team and ensure our customers successfully adopt and renew arenaflex year over year. As a leader, you'll be responsible for advocating for customer needs, challenging convention through new ideas and solutions, and working together to create impact.
About arenaflex
arenaflex is a founder-controlled, fully distributed company that values resilience, transparency, ownership, and customer devotion. We've received several awards for our unparalleled culture and product from organizations like Inc., Quartz, G2, and BuiltIn. Our team is passionate about building a diverse and inclusive workplace, and we're committed to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably.
Job Summary
As a
Experienced Full Stack Customer Success Manager – SMB Account Growth and Retention
, you'll be responsible for leading a team of customer success managers to achieve strong quarterly results, manage recurring revenue, and deliver high on-time renewal rates. You'll work closely with Sales teams to ensure customers' pre-sale expectations are exceeded in the post-sale experience, and partner with Revenue Operations to define and execute against rules of engagement and customer journey triggers.
Key Responsibilities
- Attract, hire, onboard, coach, and retain top customer success managers - Motivate, inspire, and mentor your team members to achieve strong quarterly results - Manage recurring revenue and deliver high on-time renewal rates - Help craft the evolving and growing SMB CSM strategy for arenaflex - Build customer success playbooks that drive gross and net revenue retention for arenaflex's customers - Partner with Revenue Enablement to develop training and career paths for your direct reports - Collaborate with other CSM leaders, such as Customer Support and Onboarding to advocate for customer needs and deliver a unified and professional customer experience - Work closely with Sales teams to ensure customers' pre-sale expectations are exceeded in the post-sale experience - Own key metrics for your team, including renewal forecast, activity management, upsells, platform adoption, and churn - Build relationships with key customers via calls and on-site visits
How Success Will Be Measured in This Role
- Quarterly net and gross revenue retention goal attainment - Improving and maintaining high customer health scores alongside retention - Ability to recruit and retain your team - Upward feedback from your direct reports and peer feedback - Ongoing process refinement and change management - Cross-functional partnership with Sales, Revenue Operations, Marketing, and Product
Essential Qualifications
- At least 3 years of SaaS customer engagement and renewal experience and at least 2 years of people management experience - Proficiency managing pipeline, forecasting, and reporting in a CRM - Strong analytical and strategic thinking – able to take complex customer concerns and orchestrate resources and tactics to address them (includes strong writing and communication skills) - Experience working with mid-market accounts to identify and solve challenging business problems - You enjoy working with individual contributors and have direct experience managing junior colleagues or have participated in some sort of mentorship program - Exposure to a performance management framework that includes one-on-ones, continuous feedback, and regular reviews is helpful - Enjoy working in a fast-growing company, resilient to necessary business changes, and excited about leading your team to new heights - Experience working toward customer health and satisfaction – not just toward a renewal - A natural ability to collaborate with Sales, Marketing, Product, Revenue Operations, and other Customer Success teams - Able to travel up to 10% of the time to customer meetings or remote offices - Experience building cohesive, distributed teams with a proven ability to coach and develop others
Preferred Qualifications
- Experience working in a fully distributed company - Familiarity with arenaflex's products and services - Strong understanding of the public relations and communications industry - Experience working with a CRM and other customer success tools - Strong analytical and problem-solving skills - Ability to work in a fast-paced environment and prioritize multiple tasks and projects
Interview Overview
The interview process for this role will consist of the following steps: - 30-minute interview with a member of our Talent Team - 45-minute zoom interview with the hiring manager - Take-home assignment (2 hours max) - Peer interviews with several team members - Final call(s) with executive team member(s)
Salary and Benefits
In the US, the base salary for this role is $90,000 with on-target earnings of $120,000+. Note that we typically build 1-3 quarters of ramp time with lower goals and thus lower earnings from commissions. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards. arenaflex offers a comprehensive benefits package, including: - Remote work options - Competitive geo-neutral pay - Transparent compensation - Health and wellness benefits - PTO and family benefits - Personal and professional development opportunities - Culture of inclusion - Customer-first approach
Why arenaflex?
arenaflex is a fully distributed company that values resilience, transparency, ownership, and customer devotion. We're committed to building a diverse and inclusive workplace, and we're passionate about creating exceptional customer experiences. If you're excited about an opportunity at arenaflex but your experience doesn't align perfectly with the requirements of the role outlined here, please don't let it stop you from applying. We're committed to building a diverse and inclusive workplace, and we want to hear from you.
How to Apply
If you're interested in this opportunity, please submit your application through our website. We can't wait to hear from you! apply to this job Apply for this job