Experienced Strategic Customer Success Manager – Fortune 50-100 Account Management and Customer Advocacy
At arenaflex, we're on a mission to revolutionize the way businesses communicate with their audiences through great writing. As a key member of our customer success team, you'll play a vital role in helping our Fortune 50-100 customers achieve success with our innovative product. If you're a seasoned customer success professional with a passion for delivering exceptional service, driving business growth, and building lasting relationships, we want to hear from you.
About arenaflex
arenaflex is a cutting-edge technology company that's changing the face of content creation and marketing. Our product is designed to help businesses of all sizes create high-quality, engaging content that resonates with their audiences. With a strong focus on customer success, we're committed to providing our customers with the support and resources they need to get the most out of our product.
Your Role
As an Experienced Strategic Customer Success Manager at arenaflex, you'll be responsible for driving customer success and advocacy across our Fortune 50-100 customer base. You'll work closely with our sales team to identify new opportunities for growth and work with our product team to ensure that our product meets the evolving needs of our customers.
Key Responsibilities
* Act as the single point of contact for customers, developing and driving their overall success plan
- Develop expertise as an advisor on best practices in developing on-brand content at scale
- Project manage programs that help customers drive adoption, business value, and renew usage of arenaflex's product
- Own the full customer renewal process, including forecasting, negotiating, and proposal creation
- Be accountable for gross and net dollar retention rate targets for your customers
- Work collaboratively with sales to introduce opportunities for revenue growth, cross-sell, and upsell
- Develop new and existing relationships across your customers to ensure we've strengthened our partnership and created new advocates across the customer's organization
- Produce and processify decks, Looms, and emails that help customers onboard, adopt, and renew usage of arenaflex's product at scale
- Collect and share insights that help our product team identify scalable and unscalable ways to educate and activate the user base on the product
- Analyze product usage data to provide deeper insights to customer champions and smarter understanding of customer adoption and value opportunities
Essential Qualifications
* 7+ years of experience in a CSM role focused on Fortune 50-100 accounts
- Experience delivering high-touch, white-glove service to large, key accounts
- Experience carrying and regularly exceeding a GRR and NRR target, including full ownership of the Renewal
- Experience in deepening adoption within a team as well as introducing a product across many teams in an organization
- Experience managing and building relationships across multiple stakeholder levels, including C-Level
- Experience in the art of change management, knowing how to motivate, unblock, and overcome barriers to large, transformational change
- Ability to make the complex simple
- Knowledge of editorial processes or working with content marketing, technical writing, or UX teams a real plus
- Experience managing or owning large-scale deployments is a real plus
Preferred Qualifications
* Proactive communication skills, both sync and async
- Intrinsically motivated: you set the highest possible bar for what you build, write, ship
- Incredibly curious and an active listener
- A great presenter
- A genuine leader
- A connection to our mission of great writing for everyone
- A natural affinity to our values of Connect, Challenge, Own
Benefits & Perks
* Generous PTO, plus company holidays
- Comprehensive medical and dental insurance
- Paid parental leave for all parents (12 weeks)
- Fertility and family planning support
- Early-detection cancer testing through Galleri
- Competitive pension scheme and company contribution
- Annual work-life stipends for:
+ Home office setup, cell phone, internet + Wellness stipend for gym, massage/chiropractor, personal training, etc. + Learning and development stipend
- Company-wide off-sites and team off-sites
- Competitive compensation and company stock options
Why Join arenaflex?
At arenaflex, we're passionate about creating a workplace that's inclusive, supportive, and empowering. We believe in the importance of work-life balance and offer a range of benefits and perks to support your well-being. If you're looking for a challenging and rewarding role that will allow you to grow and develop as a professional, we want to hear from you.
How to Apply
If you're a motivated and experienced customer success professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job