Experienced Director of Customer Success – North America – AI-Powered Customer Research Platform

At arenaflex, we're revolutionizing the way businesses build better products by making customer research fast, easy, and scalable. As a Series A B2B SaaS company backed by top-tier investors and trusted by leading brands, we're on a mission to empower product teams to deeply understand and serve their users. Our all-in-one research platform enables teams to recruit participants, run interviews and surveys, and analyze insights – all in one place. As we enter the era of AI, we're pioneering automated qualitative analysis to help teams turn customer feedback into actionable insights faster than ever. We're a remote-first, customer-obsessed team committed to delivering exceptional customer experiences. If you're a seasoned leader with a passion for customer success, we want to hear from you. As our new Director of Customer Success, you'll play a critical role in driving revenue growth, building scalable systems, and guiding our CS team through a new phase of growth.

About the Role

As our Director of Customer Success, you'll own the customer lifecycle from onboarding through renewal and expansion, transforming it into a repeatable, measurable engine for Net Dollar Retention (NDR). You'll be responsible for leading our post-sale strategy and execution, driving revenue growth, and building scalable systems. Your primary focus will be on achieving ambitious Net Dollar Retention goals across all segments, defining and executing a segmented NDR strategy, and being accountable for renewals, expansion, and churn.

Key Responsibilities

* Own ambitious Net Dollar Retention goals across all segments

• Define and execute a segmented NDR strategy (e.g., 120% Enterprise, 110% Self-Serve)
• Be accountable for renewals, expansion, and churn
• Identify and grow new revenue streams, including professional services
• Build forecasting, pacing, and attribution models to track revenue impact
• Design and scale repeatable onboarding, adoption, expansion, and renewal playbooks
• Identify success patterns among high-performing accounts and standardize those motions
• Operationalize usage signals, customer health scores, and churn/risk alerts
• Partner with Sales, Product, Marketing, and Ops to build an aligned GTM strategy
• Integrate CS into our PLG motion (e.g., in-app success triggers, lifecycle comms)
• Support adoption of usage-based pricing through training and enablement
• Hire, coach, and manage a high-performing CS team
• Define clear ownership across renewals, expansion, and product adoption
• Launch scaled initiatives like champion programs and strategic customer visits
• Drive performance through accountability, goal-setting, and feedback

About You

We're looking for a seasoned leader with a proven track record of success in customer success teams in high-growth B2B SaaS environments. Ideally, you'll have experience serving enterprise customers and managing both enterprise and scaled CS motions. You'll have demonstrated commercial acumen, achieved or exceeded quotas, and driven upsells and new revenue streams. As a systems thinker, you'll have strong process-building and performance tracking abilities. You'll be an empathetic, high-clarity people leader experienced in hiring, coaching, and managing performance. You'll be a cross-functional collaborator who aligns CS tightly with GTM partners.

Success in First 6-12 Months

In the first 6-12 months, you'll achieve the following milestones:

• Achieving QoQ revenue targets
• Segmented NDR strategy implemented and tracking to 115%+
• Expansion ownership between CS and Sales clearly defined and smoothly operating
• Revenue attribution for CS is live, with CSMs confidently executing and hitting quota

Benefits

As our Director of Customer Success, you'll enjoy a competitive salary and benefits package, the opportunity to work on challenging and impactful projects, and the chance to be part of a passionate and supportive team. You'll make a real difference in the world of customer feedback and have the opportunity to grow and develop your skills in a rapidly evolving industry.

Hiring Process

We're committed to delivering a great candidate experience. Our hiring process typically takes 2-4 weeks from first interview and includes the following steps:

• Initial phone screens for shortlisted candidates
• Interview with Co-Founder & CEO, Ned Dwyer
• Cross-functional collaboration interview with our VP of Sales
• Collaboration interview with a member of Customer Success
• Take-home assignment and synchronous review
• Final leadership interview
• Reference checks with a past manager, and if relevant, a person you have managed

How to Apply

If this sounds like the opportunity you've been waiting for, we'd love to hear from you! Please submit your resume, making sure it's a concise representation of your previous work experience. We'll only ever contact you over email using an arenaflex email address. Apply for this job