Job Description
At arenaflex, we're revolutionizing the fundraising landscape by providing a seamless and efficient platform for non-profit organizations to raise funds. Our innovative approach has made us the go-to solution for leading non-profits worldwide, including UNICEF, The Obama Foundation, and the Alzheimer's Association. With tens of millions of dollars donated through our platform each month, we're committed to delivering exceptional customer experiences that drive growth and long-term value. We're seeking a seasoned leader to join our team as the Vice President of Customer Success, USA, Remote. As a strategic and execution-oriented leader, you'll be responsible for driving customer outcomes across our enterprise, strategic, mid-market, and SMB segments. Your primary focus will be on establishing operational excellence throughout the customer lifecycle, fostering strong cross-functional alignment with Product, Sales, Marketing, and Implementation, and building a high-performing global Customer Success team. **About arenaflex** arenaflex is a pioneering fundraising platform that's redefining the way non-profit organizations raise funds. Our mission is to create a seamless and efficient experience for donors, allowing them to make a meaningful impact on the causes they care about. With a strong focus on innovation, customer satisfaction, and growth, we're committed to delivering exceptional results for our clients and partners. **About the Role** As the Vice President of Customer Success, you'll be responsible for leading and scaling our global Customer Success organization. Your primary focus will be on driving customer outcomes, retention, growth, and long-term value across our enterprise, strategic, mid-market, and SMB segments. You'll establish operational excellence throughout the customer lifecycle, foster strong cross-functional alignment with Product, Sales, Marketing, and Implementation, and build a high-performing global Customer Success team. **Key Responsibilities** * Lead, mentor, and grow a high-performing global Customer Success team, fostering a culture of excellence, accountability, and customer centricity. * Own customer health and retention, proactively identifying risks and driving team performance through KPIs and OKRs, ensuring high retention and NRR. * Build and scale processes for seamless onboarding, retention, and growth, enforcing operational rigor in follow-ups, internal communications, and handoffs. * Guide CSMs in delivering effective QBRs, success plans, and executive engagement, while enabling them to articulate ROI and influence stakeholders. * Partner with Sales and Product to identify and drive upsell and cross-sell opportunities, guiding value selling strategies to expand relationships in existing enterprise accounts. * Champion customer needs, serve as the point of escalation, and ensure seamless collaboration with international teams (including Eastern Europe), as well as Chief Customer Officer, Implementation, Marketing, Sales, and Product. * Ensure strong customer access for Product to gather feedback for roadmap prioritization, representing the voice of the customer in leadership forums. * Leverage data and insights to improve lifecycle engagement, drive product adoption, and foster customer advocacy, developing scalable playbooks and CS frameworks with international teams. **Skills and Qualifications** * 12+ years of experience in B2B or B2B2C SaaS Customer Success, including 7+ years in CS leadership roles * Experience managing large global teams (LATAM is a plus), and collaborating with international product and support teams (Eastern Europe is a plus) * Proven track record scaling Customer Success functions and delivering high Retention and NRR in high-growth SaaS environments * Deep understanding of customer lifecycle management, account and success planning, and enterprise engagement * Strong executive presence with the ability to influence and build trust with C-level stakeholders * Experience working with CRMs, digital marketing tools, Google Analytics, and integration platforms * Bonus: Experience working with or supporting nonprofits **Benefits** * Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family. * FSA Spending Account. * Remote or Hybrid work. Our teams are spread globally. * 15 days of vacation, 7 company holidays plus an additional 3 floating holidays and 5 sick days. * 401(k) plan with company match. * 100% Company-paid short-term disability, long-term disability, basic life insurance and AD&D. * Paid parental leave (12/6 weeks). **Why Join arenaflex?** * Opportunity to lead and scale a high-performing global Customer Success team. * Collaborative and dynamic work environment with a strong focus on innovation and customer satisfaction. * Competitive compensation package, including a base salary of $196,000 - $210,000 and OTE of $280,000 - $300,000. * Comprehensive benefits package, including health, dental, and vision insurance, FSA spending account, and paid parental leave. * Opportunity to work with a leading fundraising platform that's making a meaningful impact on the non-profit sector. **How to Apply** If you're a seasoned leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, qualifications, and why you're the ideal candidate for this role. Apply for this job