Job Description
At arenaflex, we're revolutionizing the digital workplace by unifying engagement, enablement, and services to transform the employee experience. Our AI-powered platform streamlines communication, simplifies interactions, automates workflows, and elevates the everyday experience of work. With a presence in Silicon Valley and global offices, arenaflex is backed by top-tier investors and trusted by over 1,000 leading organizations worldwide. As a company undergoing significant growth, arenaflex is seeking an experienced leader to manage our Global Customer Success Management (CSM) team. This senior leadership role reports to the SVP of Customer Experience and offers a unique opportunity to own the strategy and execution of the Customer Success function. You will lead a high-performing global team to drive product adoption, customer experience, retention, and expansion across our customer base. **Your Role at arenaflex** As the Senior Director of Customer Success, you will be responsible for defining and implementing a global customer success vision and strategy aligned with company goals. You will drive measurable improvements in Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) while building, leading, and scaling a world-class customer success organization across regions. **Key Responsibilities:** * Define and implement a global customer success vision and strategy aligned with company goals to drive retention, reduce churn, and accelerate product adoption across all customer segments * Drive measurable improvements in Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) * Build, lead, and scale a world-class customer success organization across regions * Work with the executive team and own strategic planning for CS function, including headcount, compensation, segmentation, metrics, and targets * Serve as the voice of the customer in strategic discussions with executive leadership * Manage a global team of Customer Success Managers covering all customer segments, including Enterprise, Commercial, and SMB * Recruit, mentor, develop, and retain top talent in the global customer success team across all segments * Foster a high-performance culture with clear KPIs, accountability, and a focus on results * Partner with the implementation team to optimize a seamless customer launch experience * Manage key enterprise accounts, developing tailored success strategies * Establish, maintain, and grow executive relationships at all enterprise accounts by engaging with key customer executives and stakeholders * Systematically gather and share customer feedback with Product and Engineering to influence the roadmap * Monitor and analyze customer health metrics and proactively identify risks * Develop action plans for at-risk accounts and drive execution to mitigate risk * Develop scalable playbooks, success plans, and health score frameworks * Own and manage forecast and reporting processes for renewals, churn, and expansion * Report regularly to executive leadership on customer outcomes, team performance, and strategic initiatives * Drive development and execution of Digital Customer Success * Implement and optimize customer success processes, leveraging technology, tools, and data to drive operational efficiency and scalability * Build strong cross-functional partnerships with Sales, Product, Professional Services, Technical Support, and Marketing to deliver a seamless customer experience **Your Skillset** To succeed in this role, you will need: * Experience in a startup, high-growth environments, and comfort with rapid change * 10+ years of experience in customer success, account management, or post-sales with at least 5 years of experience in a global leadership role at a SaaS company * Results-driven leadership with a proven track record of delivering customer and business outcomes, including improved retention, adoption, and upsell/expansion * Experience working with a diverse customer base (Enterprise, Commercial, SMB) across multiple geographies * Demonstrated ability to build and scale teams, develop talent, and foster a high-performance, customer-centric culture * Strong analytical and data-driven decision-making skills, with expertise in customer health monitoring and reporting * Deep understanding of SaaS business models, customer lifecycle management, and success metrics * Strong communication, executive presence, and stakeholder management skills * Proven record of building strong executive relationships at enterprise customers * Strategic thinker who can roll-up their sleeves and execute in a fast-paced environment * Outstanding interpersonal skills and can quickly build strong partnerships cross-functionally * Experience with Customer Success tools (e.g., Gainsight) and CRM platforms * Operational rigor and systems thinking across the customer lifecycle, with a passion for process improvement and efficiency **What We Offer** * Competitive compensation package * Full health, vision, and dental benefits * Flexible work environment * Opportunity to work with a talented team of individuals who believe in our mission and value openness, collaboration, and teamwork * Arenaflex's Hub-Hybrid-Remote model provides employees with the flexibility they want, with options for working from home, the office, or a combination of both **How to Apply** If you're a results-driven leader with a passion for customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply for this job