Experienced Customer Success Manager – Enterprise Account Management and Strategic Partnership Development

At arenaflex, our mission is to revolutionize the way companies connect with their employees, fostering a culture of engagement, productivity, and growth. As a leading provider of intelligent communication platforms, we empower organizations to support, promote, and retain their talent, driving business success and employee satisfaction. Now, we're seeking an exceptional Customer Success Manager to join our UK team and help us take our customer relationships to the next level.

About arenaflex

arenaflex is a world-class company that has taken root in the industry, with a strong presence in the Fortune 100 companies and a daily reach of over 17 million employees. Our employees are experts in the employee experience, workforce communications, and technology, and we're committed to making work better for every worker. Joining arenaflex means joining a movement that's changing the way companies interact with their employees, and we're looking for talented individuals who share our passion for innovation and excellence.

Our Values

At arenaflex, we believe in a culture of ownership, leadership, and teamwork. We're a company that values:

• Every employee is an owner with responsibility and credit for our progress.
• Leadership is in our build, and we see change as a catalyst for improvement.
• We win as a team, committed to helping our coworkers and customers thrive.

The Customer Success Manager Role

The Customer Success Manager position is a critical part of arenaflex's long-term relationship with its global Enterprise customers. As a key member of our UK team, you'll be responsible for guiding assigned customers through their customer journey, ensuring they meet predefined milestones and positive business outcomes. Your passion and desire to work in an entrepreneurial and fast-paced environment will drive our success, and we're looking for someone who can make a real impact.

Key Responsibilities

As a Customer Success Manager at arenaflex, you'll be responsible for:

• Guided Customer Journey Management: Guide assigned customers through the customer journey, ensuring they're on track to meet predefined milestones and positive business outcomes. Collaborate with customers to create actionable plans and prescriptive tasks, providing guidance and support throughout the journey.
• Trigger Response and Play Execution: Monitor customer progress and health for triggers indicating potential deviations from the journey goals or risk of churn. Execute predefined plays in response to specific triggers, such as proactive outreach, additional training, or escalation to internal teams, to mitigate risks and realign customers toward success.
• Cross-functional collaboration and Account Risk Escalation Management: Work closely with internal teams (e.g., Support, Engineering, and Product) to coordinate customer activities and ensure a seamless experience throughout the journey. Escalate and manage complex customer issues, facilitating resolution and ensuring customer satisfaction.
• Value Optimization and Customer Enablement: Partner with Business Value Consultants to iterate on the blueprint for success, evolving business objectives, and actionable steps throughout the customer journey. Provide ongoing education and enablement to empower customers to leverage arenaflex to its fullest potential, driving long-term success and maximal value.
• Renewal Rate Focus: Work to ensure high customer satisfaction, health, and overall success to drive renewals and positively impact the Gross Retention Rate (GRR). Coordinate with the Account Management team to facilitate smooth renewals and identify expansion opportunities, fostering long-term customer relationships and loyalty.

You May Have

To succeed in this role, you'll need:

• A Bachelor's Degree in Business Administration, Communications, or a similar field of study, or commensurate professional experience.
• Three or more years of experience in customer-facing roles in Customer Success or Professional Services within a B2B SaaS company.
• Operational knowledge of internal communication and HR technology domains, including Microsoft 365, Sharepoint, Teams, Intranets, HRIS like Workday, PeopleSoft, and other systems like SSO.
• Demonstrated ability to manage individual and engagement-wide scope of work.
• Prior experience successfully supporting customers with onboarding, renewals, and expansion processes.
• A proven track record of meeting with senior management and executives as the subject matter expert.
• A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues.
• Ability to collaborate internally with multiple teams and be the voice of the customer.
• Strong project management skills and proven ability to execute against a defined methodology and deliver projects within scope, budget, and timeline.

Why arenaflex?

At arenaflex, we're passionate about making a difference in the world. We believe that work should be awesome, and we're committed to creating a culture that values people, innovation, and excellence. If you share our passion for changing the way companies interact with their employees, and you're looking for a challenging and rewarding role, then arenaflex is the perfect place for you.

What We Offer

As a Customer Success Manager at arenaflex, you'll enjoy:

• An excellent PTO program
• Great health benefits
• A casual and friendly environment
• Remote work opportunities
• A leadership team that truly believes in your growth – both personally and professionally
• A commitment to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.

Apply Now

If you're ready to join a movement that's changing the way companies interact with their employees, and you're passionate about making a difference in the world, then apply now to become a Customer Success Manager at arenaflex. Apply for this job