Experienced Customer Success Manager, Midmarket (Florida) – Driving Customer Outcomes and Growth at arenaflex

At arenaflex, we're revolutionizing the personal injury industry with our cutting-edge generative AI technology. Our mission is to level the playing field for victims of motor vehicle accidents, child abuse cases, and other personal injuries. We empower law firms to secure faster settlements, higher payouts, and better outcomes for those who need it most. As a key member of our team, the Customer Success Manager, Midmarket (Florida) will play a vital role in driving customer outcomes and growth in our midmarket segment.

• *About arenaflex**

arenaflex is a fast-growing startup that's changing the game in personal injury cases. Our innovative AI model, Piai, reduces manual effort and maximizes case outcomes across the personal injury value chain. By combining in-house human legal expertise with proprietary AI and software, we provide rich business insights, AI workflow automation, and best-in-class document creation for injury law firms. Our customers trust us as their partner in personal injury law, and we're backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures (BCV), SignalFire, NFX, DCM, and more.

• *Job Summary**

We're seeking an experienced Customer Success Manager to oversee a portfolio of ~60 mid-sized law firm accounts in Florida. As a strategic and relationship-driven professional, you'll balance engagement with scalability to deliver measurable customer outcomes. You'll act as a trusted advisor, advocate for customers within arenaflex, and identify opportunities to expand our partnership with each customer.

• *Key Responsibilities**

• Proactive Account Management:

• + Regularly conduct check-ins, business reviews, and adoption analyses to ensure customers are leveraging the full capabilities of arenaflex's platform.
• + Collaborate with internal teams to deliver value and resolve challenges promptly.
• Strategic Partnership Development:
• + Partner with customers to establish success metrics and ensure alignment with their business goals.
• + Develop and execute tailored success plans for each customer, driving measurable outcomes.
• Customer Advocacy and Success:
• + Build and maintain strong relationships with key customer stakeholders, ranging from firm leadership to end-users.
• + Serve as the primary point of contact for all customer-related matters within your portfolio.
• Renewal and Retention:
• + Own the renewal process for your accounts, working to secure favorable outcomes for both arenaflex and the customer.
• + Analyze and mitigate risks to customer retention by addressing concerns and providing solutions proactively.
• Revenue Growth:
• + Identify and recommend upsell or cross-sell opportunities to drive additional value for customers.
• + Collaborate with Sales to design customized proposals for cross-sell opportunities based on customer-specific needs.
• Insights and Feedback:
• + Document customer feedback, use cases, and success stories to inform internal product development and roadmap planning.
• + Act as a voice of the customer in internal discussions to prioritize feature requests and improvements.
• Operational Excellence:
• + Ensure all customer interactions and account activities are tracked accurately in the CSP/CRM system.
• + Provide regular updates on account health metrics and identify trends across your portfolio.
• Team Collaboration:
• + Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless customer experiences.
• + Share insights and best practices with the broader Customer Success team to enhance overall team performance.
• *What We Look For**

• Education and Experience:

• + Bachelor's degree in a related field
• + 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably with mid-market customers
• + Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset
• Skills and Expertise:
• + Proven ability to manage a portfolio of accounts and deliver exceptional results
• + Strong problem-solving and critical-thinking skills with a proactive approach to customer challenges
• + Exceptional interpersonal, communication, and presentation abilities
• + Familiarity with SaaS business models, particularly recurring revenue and usage-based pricing, is a strong advantage
• + Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track customer health metrics
• + Legal Tech or experience working with law firms is a strong plus
• Attributes:
• + Highly organized, detail-oriented, and capable of managing competing priorities
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