Job Description
At arenaflex, our mission is to secure the internet and protect consumer data. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. arenaflex has a kind and talented team, and while some have prior security experience, many have been successful at arenaflex without it. As arenaflex's Customer Success Manager, you will play a pivotal role in guiding some of our largest customers through their security and compliance journeys with arenaflex's specialized solutions. By combining your customer-centric approach with expertise in arenaflex's products and security best practices, you contribute to the overall success and satisfaction of arenaflex's customers in achieving robust security and compliance outcomes. arenaflex's success over the last year was exponential, and we are now working to solve the problem of how to provide world-class customer experience to as many security-minded software companies as possible. As arenaflex's Customer Success Manager, you will be the voice of arenaflex, responsible for helping keep our customers moving toward their goals and ultimately successful and happy. **Key Responsibilities:** * Lead all post-sales activities for arenaflex's customers by guiding them through onboarding, implementation, product adoption, value-driven renewals, and identifying upsells. * Partner with Account Managers to drive renewal and expansion opportunities within your book of business. * Become a product expert on arenaflex and how our platform can be used to improve security posture through our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP, and Custom Frameworks), Trust Reports, and Risk Management solution. * Guide implementation, configuration, and optimization of arenaflex Trust Management Platform. * Provide professional advice on security best practices and compliance standards. * Collaborate with customers to optimize security programs and identify areas of improvement. * Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors that may lead to renewals, expansion, and advocacy. * Work cross-functionally to resolve customer business issues and work toward mutual goals. **What Success Looks Like:** * You retain and grow your book of business, hitting GDR (Gross Dollar Retention) and CHS (Customer Health Score) targets. * You drive adoption of core and new platform capabilities, leading to stronger customer maturity and satisfaction. * You elevate customer feedback, especially regional needs (e.g., GDPR tooling or auditor support), to influence arenaflex's roadmap. * You ensure customers have a clear path to compliance, continuously improving their security posture with confidence. * You become a trusted expert, not just in our product, but in the compliance landscape for EMEA-based companies. **What We’re Looking For:** * 3-4 years' experience in Customer Success (SaaS) with German-speaking customers in a fast-paced B2B SaaS environment, preferably with security or compliance exposure. * Fluent in both German and English, with exceptional verbal and written communication in both. * Experience working with a blend of SMB and Upmarket, ideally across multiple European countries or markets. * Strong experience partnering with C-level stakeholders and guiding them through strategic outcomes. * Highly organized and proactive, able to navigate ambiguity and operate with ownership in a high-growth environment. * Technically curious, capable of understanding platform mechanics and communicating effectively with security-minded customers. * Empathetic and customer-obsessed, with a proven track record of driving value and retention. * Have stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-up. * Comfortable using tools like Salesforce, Catalyst, Zoom, and Slack. **Location & Work Environment:** * This role is based in our London office, with an expectation to be in-office at least 3 days per week. * arenaflex offers flexibility around working hours and the opportunity to collaborate with global teammates. **What You Can Expect as a arenaflex Team Member:** * Industry-Competitive Salary & Equity * 100% Company Paid Private Healthcare (Including Dental & Vision) for you and your dependents * 16 Weeks Fully Paid Parental Leave * Health & Wellness Stipend * Workspace Setup Stipend * Pension Scheme with Employer Contribution * Access to Online Wellness Tools (Headspace, Ginger, etc.) * Regular team events and offsites * Opportunity to join a high-growth SaaS company redefining the security & compliance space **About arenaflex:** We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. arenaflex was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA, and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged. Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on arenaflex to build, maintain, and demonstrate their trust— all in a way that's real-time and transparent. If you're passionate about security and compliance, and want to join a team that's shaping the future of online security, we want to hear from you. Apply now to become a part of arenaflex's journey to secure the internet and protect consumer data. Apply for this job