Experienced Senior Director, Customer Success – Web & Cloud Application Development

At arenaflex, we're revolutionizing the way higher education institutions thrive in a rapidly changing landscape. With our cutting-edge learner-to-earner lifecycle platform, we empower 2,000+ institutions to navigate challenges such as lower student enrollments, rising costs, and administrative complexity. Our innovative solutions for web content management, conversational text messaging, catalog and curriculum management, career pathways, student engagement and development, and non-traditional student management are transforming the way institutions engage their modern learners and streamline workflows. As a Senior Director, Customer Success at arenaflex, you'll play a pivotal role in building our customer-obsessed organization and solutions. You'll lead our Customer Success initiatives, empowering clients to fully leverage our solutions, forging strong, strategic relationships, and actively priming the organization for accelerated growth. This is an exceptional opportunity to join a dynamic team and make a meaningful impact on the success of our clients.

Key Responsibilities:

* Build and lead the Customer Success team from the ground up, focusing on customer retention and satisfaction

• Develop and drive customer success outcomes, including reducing customer churn, scouting new customer opportunities, and supporting new business growth through greater advocacy and customer championship of arenaflex's products and services
• Design account coverage plans and deploy them with flexibility for growth and evolution of strategy between client retention and client growth
• Focus on customer retention and satisfaction, actively involved in customer feedback and surveys
• Optimize and support the overall customer journey, strategy for launching and supporting customers in an efficient way to improve engagement, usage, and achievement of customer goals and satisfaction (CSAT & NPS)
• Train, upskill, and onboard the Customer Success team
• Evaluate system requirements and build processes to ensure key data updates are completed within the systems and plans
• Report on KPIs and metrics tied to and influenced by the Customer Success team
• Plan and strategy projects with arenaflex leadership to align Customer Success goals with company goals and outcomes
• Attend conferences and webinars for customer networking
• Collaborate with key teams such as Sales, Professional Services, Support, Product, Marketing, Revenue Operations, and Finance to build best-in-class processes on the way we operate our business across the Account team ecosystem to serve our customers better and meet their needs

Essential Qualifications:

* Proven track record of building relationships with senior customer executives in large or highly strategic accounts

• Expert-level collaboration skills, applied successfully within a team as well as other areas
• Ability to self-direct and self-motivate your efforts, both short- and long-term, to meet deadlines and maintain high-quality content, without the need for close supervision
• Exceptional organizational, multi-tasking, and time management skills
• Strong writing/presentation building, verbal, written, digital, and graphic communication skills
• Advanced problem-solving, critical thinking, and analytical skills
• Proven experience leading teams, driving customer retention and expansion sales, advancing software adoption, and leveraging customer success best practices
• Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication
• Excellent communication skills, displaying confidence and skill in varying customer situations. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management

Preferred Qualifications:

* Experience successfully building and scaling Customer Success teams

• 5 years of leadership and management experience in a customer success or support role
• Bachelor's or MBA preferred

What We Offer:

* The base salary range* for this full-time position is between $125,000 - $175,000

• Remote first workplace! – must be located in North America
• Rewards and recognition programs
• Learning and development opportunities
• You will make a difference every day for universities trying to grow and students trying to learn

What We Believe:

* At arenaflex, we believe that a diverse, equitable, and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply for our positions. arenaflex is proud to be an equal opportunity workplace and is committed to bringing on hires regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status (for US candidates). If you require accommodations during any part of the interview process due to a disability, please let our recruiter know. *Our salary ranges reflect the minimum and maximum target for new hires for the position within the US and Canada. Within the range, individual pay is determined by factors including job-related skills, experience, and relevant education or training.* Apply for this job