Experienced Full Stack Customer Success Director – Global Customer Experience Management

At arenaflex, we're revolutionizing the digital workplace by unifying engagement, enablement, and services to transform the employee experience. Our AI-powered platform streamlines communication, simplifies interactions, automates workflows, and elevates the everyday experience of work. With more than 1,000 leading organizations, including AAA, the NHS, Penske, and Moderna, trusting arenaflex to foster a more aligned and productive workforce, we're on a mission to redefine the future of work. We're seeking an experienced leader to manage our Global Customer Success Management (CSM) team, driving product adoption, customer experience, retention, and expansion across our customer base. As a senior leadership role reporting to the SVP of Customer Experience, you'll own the strategy and execution of the Customer Success function, leading a high-performing global team to deliver exceptional results.

Your Job Responsibilities:

As a key member of our leadership team, you'll be responsible for:

Leadership & Strategy:

+ Define and implement a global customer success vision and strategy aligned with company goals to drive retention, reduce churn, and accelerate product adoption across all customer segments + Drive measurable improvements in Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) + Build, lead, and scale a world-class customer success organization across regions + Work with the executive team and own strategic planning for CS function, including headcount, compensation, segmentation, metrics, and targets + Serve as the voice of the customer in strategic discussions with executive leadership

Team Management:

+ Manage a global team of Customer Success Managers covering all customer segments, including Enterprise, Commercial, and SMB + Recruit, mentor, develop, and retain top talent in the global customer success team across all segments + Foster a high-performance culture with clear KPIs, accountability, and a focus on results

Customer Engagement:

+ Orchestrate end-to-end customer journey working closely with Professional Services, Technical Support, and Account Management teams + Partner with the implementation team to optimize a seamless customer launch experience + Manage key enterprise accounts, developing tailored success strategies + Establish, maintain, and grow executive relationships at all enterprise accounts by engaging with key customer executives and stakeholders + Systematically gather and share customer feedback with Product and Engineering to influence the roadmap

Operational Excellence:

+ Monitor and analyze customer health metrics and proactively identify risks. Develop action plans for at-risk accounts and drive execution to mitigate risk + Develop scalable playbooks, success plans, and health score frameworks + Own and manage forecast and reporting processes for renewals, churn, and expansion + Report regularly to executive leadership on customer outcomes, team performance, and strategic initiatives + Drive development and execution of Digital Customer Success + Implement and optimize customer success processes, leveraging technology, tools, and data to drive operational efficiency and scalability

Cross-functional Collaboration:

+ Build strong cross-functional partnerships with Sales, Product, Professional Services, Technical Support, and Marketing to deliver a seamless customer experience + Partner with Marketing for Customer Advocacy efforts

Your Skillset:

To succeed in this role, you'll need:

• Experience in a startup, high-growth environments, and comfort with rapid change
• 10+ years of experience in customer success, account management, or post-sales, with at least 5 years of experience in a global leadership role at a SaaS company
• Results-driven leader with a proven track record of delivering customer and business outcomes, including improved retention, adoption, and upsell/expansion
• Experience working with a diverse customer base (Enterprise, Commercial, SMB) across multiple geographies
• Demonstrated ability to build and scale teams, develop talent, and foster a high-performance, customer-centric culture
• Strong analytical and data-driven decision-making skills, with expertise in customer health monitoring and reporting
• Deep understanding of SaaS business models, customer lifecycle management, and success metrics
• Strong communication, executive presence, and stakeholder management skills
• Proven record of building strong executive relationships at enterprise customers
• Strategic thinker who can roll-up their sleeves and execute in a fast-paced environment
• Outstanding interpersonal skills and can quickly build strong partnerships cross-functionally
• Experience with Customer Success tools (e.g., Gainsight) and CRM platforms
• Operational rigor and systems thinking across the customer lifecycle, with a passion for process improvement and efficiency

What We Offer:

* Competitive compensation package

• Full health, vision, and dental benefits
• Flexible work environment
• Opportunity to work with a talented team of individuals who believe in our mission and value openness, collaboration, and teamwork
• Arenaflex operates with a Hub-Hybrid-Remote model, providing employees with the flexibility they want

Pay Range:

$210,000 - $250,000 USD

Equal Opportunity Employer:

Arenaflex is proud to be an equal opportunity employer and provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or genetics. If you're a results-driven leader with a passion for customer success, we encourage you to apply to this exciting opportunity. Join our team and help us redefine the future of work! Apply for this job