Experienced Principal Customer Success Manager – Strategic Customer Growth and Value Enablement
As a Principal Customer Success Manager at arenaflex, you will be a trusted advisor for our most valuable customers, helping them achieve maximum value from the arenaflex suite of products. This is a unique opportunity to join a leading behavioral data platform that's transforming how businesses understand and improve their digital experiences. If you're a seasoned professional with a passion for delivering exceptional customer experiences, driving strategic growth, and influencing product development, we want to hear from you.
About arenaflex
arenaflex is a leading behavioral data platform that empowers companies to uncover insights, optimize customer and employee journeys, and deliver exceptional online interactions. Our technology makes every customer experience smoother and more personalized, and we're committed to building something special – a community that's curious, collaborative, and driven to make an impact. We're excited about the potential of AI to enhance efficiency, spark creativity, and elevate our work.
Job Summary
As a Principal Customer Success Manager on our Strategic team, you will be responsible for driving product adoption, removing roadblocks, and identifying opportunities for new products and services within your book of business. You will report to the Director, Strategic Customer Success, and work closely with our Sales organization, Product, and Marketing teams to influence platform feature decisions and positioning. This is a remote role, with the expectation of travel to customer sites as needed.
Key Responsibilities
* Oversee the customer experience for a portfolio of 10-20 enterprise-level, high-value accounts with the goals of retention and growth.
- Ensure arenaflex's most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes, while also documenting the value and ROI delivered.
- Forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team.
- Partner with multiple internal cross-functional teams (Sales, Marketing, Product, and arenaflex executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation.
- Create and deliver Executive Business Reviews, presentations, and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the arenaflex platform.
- Represent arenaflex as a leading domain and product expert in customer interactions, industry and corporate events, as well as online within both customer-facing and internal communities.
- Being an advocate for customers' product feature priorities internally within arenaflex and align with product team around driving product roadmap.
What We're Looking For
* 6+ years of experience in Customer Success Management or a related field.
- Experience managing a minimum of $4-6M ARR, working with large Fortune 500 or Global 2000 sized customers.
- A proven track record of measurably impacting customer results through creative problem-solving, strategic consulting, and change management. Experience in doing this with SaaS platforms is desired but not required.
- Exceptionally strong communication and relationship-building skills, with the ability to multithread across stakeholders and deliver compelling executive-level presentations.
- Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness.
Compensation and Benefits
* The base salary for this position ranges from $110,000 – $130,000 USD.
- In addition to the base salary, this role has an OTE (on-target earnings) of $157,143 – $185,714 USD.
- Total compensation will vary based on relevant experience, qualifications, and market conditions.
- arenaflex offers a comprehensive benefits package, including:
+ Autonomy and flexibility, with a remote-first work environment and flexible paid time off. + Benefits, including sponsored benefit packages for US-based employees, and supplemental coverage options for international employees. + Learning opportunities, including professional development programs, career coaching sessions, and an annual learning subsidy. + Productivity support, including a monthly productivity stipend and reimbursement for remote colleagues' initial home office setup. + Team collaboration, including team off-sites, a lively ATL home office, and annual full-company meet-up. + Paid parental leave, with flexibility to balance the needs of growing families. + Grow your family, with a global fertility and family building benefit that encompasses all journeys to growing your family. + Bereavement leave, with support for every family, regardless of definition. + Miscarriage/Pregnancy loss leave, with time to take care of yourself and your loved ones.
How to Apply
If our product, values, and community resonate with you, please apply. We're an equal opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There's no problem that can't be made better by bringing together people with a broader set of perspectives. Apply for this job