Experienced Senior Customer Success Manager – Driving Customer Satisfaction and Growth at arenaflex

At arenaflex, we're on a mission to revolutionize the way businesses collaborate and make high-stakes decisions. As a global B2B SaaS product company, we've established ourselves as the most highly rated and customer-centric brand in the secure business collaboration market. With over 2,000,000 users from 175,000 companies globally, we're committed to creating more prosperity in the world by accelerating business decisions. Our flagship products, arenaflex Virtual Data Room and arenaflex Board, are designed to help companies ensure secure confidential document sharing and streamline governance, respectively. We're now seeking an experienced Senior Customer Success Manager to join our Customer Success team in the USA. This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment.

About arenaflex

arenaflex is a global leader in secure business collaboration, with a mission to create more prosperity in the world by accelerating high-stakes business decisions. Our products are designed to help companies make impactful decisions with less stress, higher quality, and shorter hours. With a strong focus on customer satisfaction, we've established ourselves as the most highly rated and customer-centric brand in the industry.

The Role

As a Senior Customer Success Manager at arenaflex, you'll play a critical role in driving customer satisfaction and growth. You'll lead a portfolio of high-value B2B clients, including some of the most strategic names in our North American portfolio. Your primary responsibilities will include:

• Researching and studying new clients to identify their expected value from the product and future potential growth opportunities
• Conducting kick-off (onboarding) trainings for new clients
• Managing a portfolio of roughly 200 accounts, including 30% high-touch, with structured follow-ups, clear prioritization, and proactive engagement across the entire customer journey
• Executing renewals and expansions proactively, based on account usage, growth potential, and business insights
• Conducting exit interviews with churned clients
• Driving customer advocacy initiatives by securing satisfied client reviews, testimonials, or case studies
• Participating in special projects to improve the customer success playbooks or introduce new customer success activities

What You Bring

To succeed in this role, you'll need:

• Full professional proficiency in English (C1)
• At least 5 years of experience as an Account Manager or a CSM in B2B, preferably in SaaS
• Proven track record managing a book of business of 50+ accounts, with a strong ability to plan, organize, and prioritize effectively
• Experience driving MRR/ARR growth through renewals, upsells, or cross-sells
• Experience in leading commercial conversations with the client (e.g., pricing, discounting, upselling)
• Customer-driven personality with empathetic and emotional intelligence skills
• Excellent communication, interpersonal, and presentation skills

Nice to Have

While not required, the following skills and experiences would be beneficial:

• Familiarity with data rooms, board portals, or secure collaboration tools
• Experience in sales
• Proficiency in Spanish

Our Assessment Process

Our assessment process will include:

• Screening call with the Talent Acquisition Specialist (30 minutes)
• Competency-based interview with the Talent Acquisition Specialist (60 minutes)
• Roleplay with the Hiring Manager (60 minutes)
• Hiring Manager interview (60 minutes)

What We Offer

At arenaflex, we highly value our people, so we'll empower you with all the resources and support to help you reach your full potential. Our benefits package includes:

• Remote-first model with teams distributed globally
• Home office set up budget
• High-end laptop, monitor, and any additional IT equipment needed
• Reimbursement of co-working space expenses
• 100% employer-paid health insurance for US employees with a 401(k) match program
• Mental health activities reimbursement
• Reimbursement of participation in sports competitions
• 20 business days of annual leave
• Unlimited health-related time off
• Individual Development Plan based on your career interests
• Generous budget for learning and development activities
• Professional and self-development books and subscriptions compensation
• arenaflex's support of your passion as a speaker or writer
• Internal growth and internal mobility opportunities

Our Culture

At arenaflex, we're committed to creating a team where talents feel at ease and work to the best of their abilities. Our core values are:

• Commitment: We're dedicated to our mission and our customers.
• Excellence: We strive for excellence in everything we do.
• Collaboration: We work together to achieve our goals.
• Trust: We trust each other to do our best.
• Care: We care about our customers, our colleagues, and our community.

If you're passionate about customer success and growth, and you share our values, we encourage you to apply for this exciting opportunity.

How to Apply

To apply for this role, please submit your application through our website. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We value a diverse, inclusive workforce and provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual's race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state, or local laws. If you need assistance or an accommodation due to a disability, you may inform us in the 'Additional information' field when submitting your application. Apply for this job