Job Description
At arenaflex, we're revolutionizing the way data teams collaborate and drive meaningful progress. As a leader in the modern data stack, we empower ambitious teams across industries to unlock the full potential of their data. Our active metadata platform helps organisations transform data chaos into clarity and seamless collaboration, making us a trusted partner for Fortune 500 leaders, hyper-growth startups, and innovative companies alike.
We're seeking an experienced and visionary Customer Success Director to join our team in New York City, NY. As a key member of our customer success organization, you'll be responsible for driving customer value, retention, and expansion within our most strategic accounts. If you're a seasoned leader with a passion for customer success, a deep understanding of the modern data stack, and a proven track record of exceeding customer expectations, we want to hear from you.
- *About the Role**
As the Director of Customer Success for Major Accounts in the US, you'll be a critical leader in driving customer success and growth within our most strategic accounts. Your primary responsibilities will include:
### Leadership & Team Management
- Build, mentor, and manage a high-performing team of Customer Success Managers (CSMs) and potentially other post-sales roles, fostering a culture of collaboration, continuous improvement, and customer advocacy.
- Develop and implement strategies to improve team performance, customer satisfaction, and retention rates.
### Strategic Account Management
- Oversee the customer journey for major accounts, ensuring successful onboarding, adoption, and ongoing value realization of the arenaflex platform.
- Develop and execute strategic account plans to drive customer retention, expansion, and advocacy.
- Build and maintain strong relationships with executive stakeholders at major accounts, ensuring alignment on business goals and value realization.
### Customer Advocacy
- Serve as the voice of the customer within arenaflex, providing feedback to product, engineering, and marketing teams to improve the platform and customer experience.
- Collaborate with cross-functional teams to ensure a seamless customer experience and drive product adoption.
### Performance Management
- Define and track key performance indicators (KPIs) for the team, such as customer satisfaction (CSAT), net promoter score (NPS), retention rate, and expansion revenue.
- Implement strategies to improve performance and achieve targets.
### Process Improvement
- Identify and implement process improvements to enhance the efficiency and effectiveness of the customer success organization.
### Executive Engagement
- Build and maintain strong relationships with executive stakeholders at major accounts, ensuring alignment on business goals and value realization.
### Cross-functional Collaboration
- Collaborate closely with sales, marketing, product, and engineering teams to ensure a seamless customer experience and drive product adoption.
- *What We're Looking For**
To succeed in this role, you'll need:
- 10+ years of experience in customer success, account management, or related roles, with a focus on enterprise software or SaaS solutions.
- 5+ years of experience leading and managing customer success teams, with a proven track record of building high-performing teams.
- Deep understanding of the modern data stack and the challenges faced by data teams.
- Strong analytical and problem-solving skills, with the ability to use data to drive decisions and improve performance.
- Excellent communication, presentation, and interpersonal skills, with the ability to build relationships with executive stakeholders.
- Experience working with large, complex organizations and managing strategic accounts.
- Experience with customer success platforms such as Gainsight or Totango.
- Proven ability to drive customer retention, expansion, and advocacy.
- Previous exposure to working in a fast-paced, agile, start-up environment.
- *Why Join arenaflex?**
At arenaflex, we believe the future belongs to the humans of data. From curing diseases to advancing space exploration, data teams are powering humanity's greatest achievements. Yet, working with data can be chaotic – our mission is to transform that experience. We're reimagining how data teams collaborate by building the home they deserve, enabling them to create winning data cultures and drive meaningful progress.
Joining arenaflex means:
- **Ownership from Day One**: Whether you're an intern or a full-time teammate, you'll own impactful projects, chart your growth, and collaborate with some of the best minds in the industry.
- **Limitless Opportunities**: At arenaflex, your growth has no boundaries. If you're ready to take initiative, the sky's the limit.
- **A Global Data Community**: We're deeply embedded in the modern data stack, contributing to open-source projects, sponsoring meet-ups, and empowering team members to grow through conferences and learning opportunities.
- **A Fast-Growing, Fully Remote Company**: Trusted by global leaders like Cisco, Nasdaq, and HubSpot, we're creating a category-defining platform for data and AI governance. Backed by top investors, we've achieved 7X revenue growth in two years and are building a talented team spanning 15+ countries.
If you're ready to do your life's best work and help shape the future of data collaboration, join arenaflex and become part of a mission to empower the humans of data to achieve more, together.
- *Equal Opportunity Employer**
arenaflex is an equal opportunity employer and does not discriminate based on race, color, religion, national origin, age, disability, sex, gender identity or expression, sexual orientation, marital status, military or veteran status, or any other characteristic protected by law.
- *Expected Salary**: Competitive salary and benefits package
- *Location**: New York City, NY
- *Job Date**: Ongoing
- *Apply Now**
Ready to join our team and drive customer success and growth at arenaflex? Apply now and become part of a mission to empower the humans of data to achieve more, together.
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