Experienced Full Stack Customer Success Manager – Strategic Account Growth and Partnership Development

At arenaflex, we're on a mission to revolutionize the way communities come together to eliminate crime and keep neighborhoods safe. As a key member of our Customer Success team, you'll play a critical role in driving strategic account growth and partnership development, working closely with our top-tier customers to deliver exceptional value and outcomes.

About arenaflex

arenaflex is an all-in-one technology solution that combines the power of communities at scale to shape a safer future together. Our intelligent platform provides actionable evidence to solve, deter, and reduce crime across neighborhoods, schools, businesses, and entire cities. With a strong focus on transparency and privacy, we're turning unbiased data into objective answers. Our team is passionate about creating a career-defining experience where you can make a meaningful impact on your community. While safety is a serious business, we're a supportive team that's optimizing the remote experience to create strong and fulfilling relationships even when we're physically apart. We're a positive and inclusive environment where a bias towards action is rewarded.

The Opportunity

arenaflex is scaling intentionally, and we're seeking the best and brightest to help us meet our goal of reducing crime in the United States by 25% in the next three years. Our most strategic and high-value accounts are growing in complexity, scale, and importance, requiring a different level of engagement that blends strategic guidance, stakeholder alignment, and operational rigor. As we expand into larger cities and deepen our footprint with critical public safety agencies, we need a leader who can guide our top-tier Customer Success Managers through the challenges of managing multi-threaded relationships, navigating political and operational environments, and driving long-term value across diverse stakeholders.

The Skillset

As a seasoned Customer Success professional, you'll bring a unique blend of leadership, coaching, and strategic thinking to this role. You'll be responsible for leading, coaching, and developing a team of 5-6 Customer Success Managers responsible for arenaflex's largest and most strategic accounts. Your key challenges will include:

• Driving Net Revenue Retention by instilling a proactive, strategic approach to adoption, stakeholder engagement, and expansion
• Providing hands-on coaching for managing complex, multi-threaded relationships, including city leadership, law enforcement, and public safety decision-makers
• Guiding the team through intricate onboarding, renewal, and expansion processes, ensuring customer success and commercial outcomes are aligned
• Establishing and refining playbooks, systems, and scalable workflows that help the team consistently deliver high-impact results
• Partnering cross-functionally with Sales, Product, Support, and Deployment to ensure strategic alignment and a seamless customer experience
• Tracking, analyzing, and communicating key performance metrics to executive leadership; using data to identify opportunities and risks across the book of business
• Setting clear goals, expectations, and accountability measures for CSMs while fostering a culture of ownership, resilience, and continuous improvement
• Representing the voice of strategic customers internally, offering insight into product needs, adoption barriers, and partnership opportunities

About You

To succeed in this role, you'll need:

• 5+ years of customer-facing leadership experience, with 3+ years directly managing Enterprise-level Customer Success teams in a fast-paced technology environment
• Demonstrated success managing complex, strategic accounts with multi-stakeholder dynamics, long sales cycles, and intricate renewal paths
• A strong coach with the ability to up-level experienced CSMs, offering actionable guidance on strategic planning, executive engagement, and renewal navigation
• Deep understanding of Customer Success best practices, with a proven ability to design and operationalize strategic CS programs
• Skilled communicator and relationship builder, both with your team and with senior executives at customer organizations
• High emotional intelligence, with the ability to handle escalations diplomatically and maintain composure under pressure
• Strong analytical skills - comfortable interpreting data to drive decisions and tell a performance story
• Willingness to travel as needed to visit customers and support team development - up to 50%
• Experience with Gainsight or other CS platforms preferred

90 Days at arenaflex

We're a results-oriented culture, and we believe job descriptions are a thing of the past. We prescribe to 90-day plans, which serve as a preview of the 90-day plan you'll receive if you're hired in this role. Here's a glimpse of what your first 90 days might look like:

• The First 30 Days:

+ You'll have enough knowledge of arenaflex's products and processes to feel confident leading a team and guiding them to the right resources + You'll know your team and start a meeting operating rhythm with your team and cross-functional partners (1-1s, team meetings, etc.)

• The First 60 Days:

+ You'll have successfully established a strong foundation by engaging with key stakeholders + You'll have deepened your understanding of customer needs + You'll have started to shape the team's strategic direction

• 90 Days & Beyond:

+ You'll be fully equipped to assess each team member's performance within your coaching framework + You'll have identified and started working on strategies to improve the holistic team's long-term success

The Interview Process

We want our interview process to be a true reflection of our culture: transparent and collaborative. Throughout the interview process, your recruiter will guide you through the next steps and ensure you feel prepared every step of the way.

• Our First Chat: A conversation with a recruiter to chat through your background, what you could bring to arenaflex, what you're looking for in your next role, and who we are
• The Hiring Manager Interview: A meeting with your potential future boss to really dive into the role, the team, expectations, and what success means at arenaflex
• The Technical Assessment: A test of the hard skills required to do the job, such as coding interviews or architecture discussions
• The Panel: A chance to learn more about the team, responsibilities, and workflows, and to speak about past projects, how you collaborate and communicate with others, and how you live our values
• The Executive Review: A meeting with an executive to view arenaflex from a different lens and to ask well-thought-out questions about the company, culture, and more

Salary & Equity

In this role, you'll receive a starting salary between $172,000 base + $43,000 variable ($215,000 total compensation) as well as arenaflex Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators.

The Perks

We're committed to providing a comprehensive benefits package that supports your physical, mental, and financial well-being. Some of the perks you can expect include:

• Flexible PTO: We seriously mean it, plus 11 company holidays
• Fully-paid health benefits plan for employees, including Medical, Dental, and Vision and an HSA match
• Family Leave: All employees receive 12 weeks of 100% paid parental leave
• Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family
• Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs
• Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support
• Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions
• ERGs: We want all employees to thrive and feel like they belong at arenaflex. We offer three ERGs today - Women of arenaflex, arenaflex Proud, and Melanin Motion
• WFH Stipend: $150 per month to cover the costs of working from home
• Productivity Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly, and so much more
• Home Office Stipend: A one-time $750 to help you create your dream office

Join the arenaflex Team

If you're passionate about making a meaningful impact on your community and are looking for a challenging and rewarding role, we encourage you to apply. We're an equal opportunity employer, and we celebrate diverse backgrounds and thoughts. We're committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how we operate, and we believe the best solutions come from diverse perspectives, experiences, and skills. We're stronger together. Apply for this job