Experienced Customer Success Manager – Mid-Market and Enterprise Client Management

At arenaflex, we're dedicated to empowering communities by enhancing the delivery of human services. Our innovative software solutions help food banks and nonprofit organizations streamline their operations and make a greater impact. As an Experienced Customer Success Manager, you will play a key role in building and maintaining strong customer relationships, driving product adoption, and supporting clients in achieving their goals.

About arenaflex

arenaflex is a collection of human services software products designed to foster collaboration and innovation, helping organizations better serve their communities. We believe technology plays a crucial role in the success of the human services sector, but no single system can meet the diverse needs of every agency. That's why we've built arenaflex as a home for mission-driven products that support organizations in delivering essential services. Under one roof, our teams learn from each other, test ideas faster, and think holistically about the individuals and communities we serve.

About the Job

As an Experienced Customer Success Manager, you will be responsible for managing key customer accounts, ensuring satisfaction, driving product adoption, and identifying growth opportunities through upselling and renewals. You will work closely with the Customer Experience team to deliver exceptional service, achieve revenue targets, and support long-term customer retention. This role requires someone with a deep understanding of mid-market or enterprise client needs, the ability to manage complex accounts, and a strong focus on scaling adoption and revenue within this segment.

Key Responsibilities

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Customer Relationship Management:

- Serve as the primary point of contact for mid-market accounts, building lasting relationships and ensuring customer success. - Conduct quarterly check-ins to assess satisfaction, gather feedback, and address customer needs using tailored materials. - Proactively manage expectations and provide timely updates on product enhancements and new features. - Represent the customer's voice in internal projects and initiatives to align with their needs. -

Product Adoption and Utilization:

- Educate mid-market customers on best practices and new features to maximize the value of arenaflex's products. - Set and track measurable goals, such as achieving a 10% increase in feature utilization within six months and adding 15% more sites into the system annually. - Monitor customer engagement and usage through dashboards, identifying areas for improvement and providing actionable recommendations. - Provide customized training sessions via Zoom and in-person to address customer pain points, workflows, and goals. -

Customer Satisfaction and Issue Resolution:

- Resolve 90% of customer inquiries within 48 hours, escalating complex issues when necessary. - Maintain portfolio health metrics, including NPS above 60 and CSAT above 90. - Send quarterly satisfaction surveys and follow up with customers who provide low scores to address concerns. -

Upselling and Renewals:

- Conduct quarterly reviews to identify growth opportunities and tailor proposals to mid-market client needs. - Generate $750K in upsell and expansion opportunities annually in Salesforce and convert 33% of the pipeline into actionable deals. - Achieve a net revenue retention target of 113% and support the 2025 goal of $425K in annual recognized revenue (ARR). - Initiate renewal cycles 180 days in advance, ensuring seamless processes and proactive intervention for at-risk accounts. -

Reporting and Data Analysis:

- Track and report on customer account performance, satisfaction scores, and usage patterns. - Leverage tools like Salesforce, Zendesk, and ChurnZero for pipeline management and customer insights. - Create and deliver dashboards and reports using tools like Excel and PowerPoint to arrange and display relevant insights during customer business reviews. - Provide regular updates to leadership on account health and growth opportunities.

What We Offer

- Unlimited PTO policy - Competitive medical, dental, and vision healthcare coverage - 401k matching - Paid holidays - Volunteer time off - Paid parental leave - Remote work stipend

Compensation

- Salary: $73,000 - $103,000 OTE - Location: Remote Salary ranges are dependent on a variety of factors, including qualifications, experience, and geographic location. More information about the salary range specific to your working location and other factors will be shared during the hiring process. arenaflex is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. arenaflex does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. If you're passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job