Experienced Global Vice President, Customer Success – Web & Cloud Application Development

Join arenaflex, the leader in remote connectivity software, as we push the boundaries of innovation and shape the future of digitalization. Our team of over 1,500 employees spans different continents, cultures, and disciplines, celebrating the unique perspectives and talents each individual brings to the table. With our inclusive values, we foster a dynamic work environment where new ideas thrive. Become part of our winning team and help us create a world that works better. Job Summary: The Global Vice President, Customer Success is a strategic and operational leadership role responsible for driving customer adoption, retention, expansion, and satisfaction across all customer segments and product lines. This executive will lead a global team of Customer Success professionals, develop and implement scalable success frameworks, and segment-specific engagement models. The ideal candidate is a seasoned Customer Success leader with deep SaaS experience at scale, having demonstrated capability in building scalable CS operating models that consistently achieve organizational KPIs. Responsibilities:

Leadership & Strategy

* Lead and coach a global multi-region team of Customer Success Managers (CSMs), Renewals Specialists, and Customer Experience professionals. * Develop and implement a global customer success strategy that aligns with arenaflex's business goals and objectives. * Establish clear goals, objectives, and key performance indicators (KPIs) for the customer success team.

Customer Lifecycle Management & Retention

* Oversee and develop the strategy for the end-to-end customer journey post-sale, including adoption, retention, expansion, and advocacy. * Establish standardized customer health scoring and lifecycle engagement models that ensure adoption, value realization, and long-term loyalty. * Develop segment-specific strategies for SMB, Mid-Market, and Enterprise customers to maximize customer lifetime value (CLTV).

Scalable Success Frameworks

* Architect and implement data-driven programs and playbooks that are scalable across 650K customers and multiple product lines. * Leverage digital tools and automation for low-touch and tech-touch segments while developing the strategy and model to optimize high-touch approaches for strategic accounts. * Evaluate, select, and implement best-in-class Customer Success tools and platforms that align with business goals, enhance team productivity, and deliver actionable customer insights.

Cross-Functional Collaboration

* Partner closely with Product, Sales, Marketing, Support, and Operations to ensure a cohesive and holistic customer experience. * Serve as the voice of the customer internally, driving product improvements and strategic initiatives that align with customer needs. * Build predictive models and establish proactive risk mitigation and renewal processes to safeguard and grow recurring revenue streams.

Customer Advocacy & Community

* Serve as a key advocate for customer needs internally. Partner with Product, Sales, Marketing, and Support to close the feedback loop and influence company strategy. * Work cross-functionally to create programs that amplify success stories and promote engagement. Requirements: * 15+ years of experience in Customer Success, Account Management, or related functions, with at least 7 years in a global executive leadership role in a SaaS or cloud software business. * Demonstrated success managing Customer Success functions at scale (200-$500M ARR), ideally across multiple geographies and customer segments. * Deep understanding of managing a multi-product SaaS platform and navigating complex customer environments. * Proven track record of driving customer retention and expansion in a B2B platform/SaaS business serving both SMB and Enterprise customers. * Expertise in customer success metrics and success planning across the customer lifecycle. * Experience scaling CS operations and implementing customer segmentation models in high-growth or transformation contexts. * Strong cross-functional collaboration skills, especially with Sales, Product, and Marketing. * Executive presence with outstanding communication and stakeholder management capabilities. Additional Information: * This position is remote with up to 40% travel (domestic & international). * Work location: Remote, USA (The ideal candidate is living in Eastern USA or Ontario, Canada). * Competitive compensation including stock-based options. * Flexible PTO and paid holidays. * 401(k) with employer matching. * Comprehensive Health insurance package including 100% employer-paid medical coverage. * Up to 12 weeks of Parental Leave. * Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid. * Quarterly team events and companywide celebrations. * Open door policy, no dress code rules, frequent all Hands and Leadership Lunches. * We celebrate diversity as one of our core values, join and drive one of the c-a-r-e initiatives together with us! About arenaflex: arenaflex is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race. How to Apply: If you are a seasoned Customer Success leader with a passion for driving customer adoption, retention, expansion, and satisfaction, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. Apply for this job