Experienced Full Stack Customer Success Manager – Enterprise Account Management and Business Growth

At arenaflex, we're on a mission to revolutionize the way companies create, manage, and share documents. As a leading AI-powered document generation platform, we're trusted by over 800 industry-leading enterprises worldwide. Our innovative solution simplifies document workflows, eliminates complexity, and ensures compliance and brand consistency. With a strong focus on innovation, diversity, and excellence, we've raised over $200 million in funding from top investors and continue to grow our global presence. We're now seeking an experienced Full Stack Customer Success Manager to join our team in New York City. As a key member of our Customer Success team, you'll play a critical role in guiding our customers along the value realization path, ensuring they achieve positive ROI on their initial use case and paving the way for expansion to new business units and use cases. Your primary focus will be on delivering an exceptional enterprise customer experience, responsive to customer needs and proactive with strategic advice.

About arenaflex

arenaflex is a workplace of belongingness, where every employee has a voice and feels valued, heard, and empowered. We believe that when people feel this way, they perform at their best, creating fulfillment for all. Our unique product and dedication to innovation, diversity, and excellence have made us a leader in the document generation space.

What You'll Do

As a Full Stack Customer Success Manager, you'll be responsible for:

• Fully owning a portfolio of ~30-40 global enterprise customers, with accountability for Gross Retention Rates (GRR) and Net Retention Rates (NRR)
• Reporting to our Customer Success Lead, North America, who in turn reports to the Global VP of Customer Success
• Working closely with internal stakeholders across Account Management, Solutions Engineering, and Technical Support to achieve customer success goals
• Becoming a trusted advisor to your customers, helping them to fully adopt and realize the current and future value of the arenaflex solution
• Focusing on identifying, delivering, and proving positive business outcomes (PBOs) for your customers
• Executing on the delivery of the arenaflex solution to achieve PBOs
• Developing impactful champions within customer organizations, guiding them to "sell" the PBO story internally to other key stakeholders and economic buyers
• Partnering with the Account Management team to develop and deliver long-term account plans for retention and expansion into new use cases and new business units
• Reliably identifying at-risk customers and implementing proactive measures to address their concerns and ensure satisfaction
• Collaborating within the CS team, sharing best practices and learnings proactively, including being in-office a minimum of 3X per week
• Occasional client calls/travel outside of traditional work hours (to accommodate global client time zones)

Responsibilities

* Be empowered to make key decisions about your customer portfolio to meet and exceed GRR and NRR goals

• Demonstrate ongoing curiosity about our customers, their ways of working, and their pain points, to (re)establish value-oriented Positive Business Outcomes (PBOs)
• Execute on the delivery of the arenafly solution to achieve PBOs
• Develop impactful champions within customer organizations, guiding them to “sell” the PBO story internally to other key stakeholders and economic buyers
• Partner with the Account Management team to develop and deliver long-term account plans for retention and expansion into new use cases and new business units
• Reliably identify at-risk customers and implement proactive measures to address their concerns and ensure satisfaction
• Collaborate within the CS team, sharing best practices and learnings proactively, including being in-office a minimum of 3X per week
• Occasional client calls/travel outside of traditional work hours (to accommodate global client time zones)

Desirable Skills, Knowledge, and Experience

* Bachelor's degree required

• 4+ years of work experience required, with 2+ years of B2B Customer Success or Account Management experience
• Experience engaging with and presenting to external senior-level stakeholders (VP and above) at Fortune 500 companies
• Ability to prioritize, multi-task, and perform effectively under pressure
• Self-motivated with a business-oriented and customer-focused mindset
• Exemplary communication, presentation, and client engagement skills
• Experience with Salesforce preferred

What You Can Expect

* A competitive salary range of $96,000-$112,000 USD, with an OTE of $120,000-$140,000

• A dynamic and inclusive work environment that values diversity, equity, and inclusion
• Opportunities for career growth and professional development
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off
• A chance to work with a leading AI-powered document generation platform and make a meaningful impact on the industry

How to Apply

If you're a motivated and results-driven professional with a passion for customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. Apply for this job