Experienced Full Stack Customer Success Manager – Commercial

Join arenaflex, a pioneering trust management platform, as we revolutionize the way businesses maintain trust with their customers. At arenaflex, we're on a mission to serve as the trust layer between great companies. Our innovative platform uses AI-driven automation to modernize governance, risk, and compliance, helping thousands of businesses develop a more secure, proactive, and risk-aware organization to continuously maintain trust with customers. As a Customer Success Manager (CSM) in our Commercial team, you'll be the driving force behind an exceptional customer experience, fostering trust, integrity, and long-term success through proactive engagement and data-driven insights.

About arenaflex

arenaflex is a trust management platform that empowers businesses to protect their customers' data and maintain a strong GRC posture. Our team of SaaS, security, compliance, and audit experts have built a better way – with automation. We're on a mission to make compliance easier, more efficient, and less burdensome, so businesses can focus on what matters most – building trust with their customers.

What You'll Do

As a Customer Success Manager in our Commercial team, you'll be responsible for delivering exceptional customer experiences, driving retention, product adoption, and growth. You'll work closely with cross-functional teams, including CS, GTM, Operations, and leadership, to identify and realize value and revenue opportunities for each of our customers. Your primary responsibilities will include:

• Serving as the primary point of contact and guide for overall customer relationships, increasing adoption and product use to drive NPS, expansion, and renewal
• Collaborating across pillars of CS, GTM, Operations, and leadership teams to identify and realize value and revenue opportunities for each customer
• Partnering with account executives, management, and other sales leaders to assure a value-selling approach through the customer journey from point of sale through expansion and renewal
• Engaging daily with customer and performance metrics and data, leveraging all available datasets to fuel more effective and efficient work and customer engagements
• Establishing regular cadence meetings with each customer to align and realign on business objectives, KPIs, product use, and product opportunities
• Conducting milestone meetings between customers and arenaflex CS pillars to expand customer relationship networks between their teams and ours
• Conducting QBRs with executive and C-level team members from customer orgs and arenaflex for our most strategic relationships
• Building and maintaining a deep understanding of arenaflex's platform and engaging with customers about the most relevant features and functionality for their specific business needs
• Becoming a trusted advisor for customers around best practices for progressing their compliance journey with arenaflex
• Leveraging relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it
• Helping to grow mutual accountability between arenaflex and its customers as we build product, service models, and continually improve our delivery and execution

What You'll Bring

To succeed in this role, you'll need to bring the following skills and qualifications:

• 5+ years of experience in Customer Success Management
• BA/BS or Equivalent
• Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.)
• Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred
• Experience in B2B SaaS required
• Security, Compliance, and/or GRC experience strongly preferred
• Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication
• Active listener and capacity to synthesize and take action on complex dialogue and information
• Data-fueled approach to CSM work, voracious learner
• Collaborative, coachable, constructive attitude
• Embody our ethos of 'Trust'
• Demonstrable previous successes in a high-growth environment
• Resilient and adaptable to change
• High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.)

Benefits

As a valued member of our team, you'll enjoy a comprehensive benefits package, including:

• Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on-demand healthcare concierge
• HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)
• 100% paid short and long-term disability plus life + AD&D benefits
• Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
• Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
• 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child
• Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business-related items for your home office
• 401K: Reach your financial goals while reducing your taxes

Compensation

This role will receive a competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable range of On-Target Earnings (OTE) for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected OTE ranges for this role are set forth below, subject to change.

• Tier 1: $121,600 - $150,200
• Tier 2: $109,400 - $135,100
• Tier 3: $97,200 - $120,100

Join arenaflex Today

If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you. Apply now to become a part of our innovative team and help us revolutionize the way businesses maintain trust with their customers. Apply for this job