Job Description
At arenaflex, we're on a mission to revolutionize the way organizations approach audit, risk, ESG, and InfoSec. As a leading platform on the market, we've surpassed $200M ARR and continue to grow, with over 50% of the Fortune 500, including 7 of the Fortune 10, leveraging our award-winning technology to drive their businesses forward with greater clarity and agility. Our customers love us, and we're proud to be top-rated on G2.com and Gartner Peer Insights. We're now seeking a seasoned and strategic Director of Customer Success to lead a team focused on our most complex and high-value Strategic customer segment. This role is responsible for driving value realization, retention, growth, and advocacy within our top-tier accounts. You will lead a team of high-performing Customer Success Managers (CSMs) and work cross-functionally with Sales, Product, Support, and Executive teams to deliver best-in-class experiences that align with customer goals and drive company revenue. **Why This Role is Exciting** As a Director of Customer Success at arenaflex, you'll have the opportunity to make a significant impact on our business and our customers' success. You'll be responsible for building and executing the Customer Success strategy for Strategic accounts, ensuring alignment with company OKRs and revenue goals. You'll also have the chance to lead a high-performing team of Strategic CSMs, represent the voice of the customer internally, and drive influence across product, engineering, and leadership teams. **Key Responsibilities** * Leadership & Strategy: * Build and execute the Customer Success strategy for Strategic accounts, ensuring alignment with company OKRs and revenue goals. * Hire, mentor, and develop a high-performing team of Strategic CSMs. * Represent the voice of the customer internally, driving influence across product, engineering, and leadership teams. * Customer Engagement & Value Realization: * Guide customers through key lifecycle milestones, including onboarding, adoption, expansion, and renewal. * Ensure strategic accounts achieve measurable business outcomes through your organization's efforts. * Develop executive relationships with customer stakeholders and align account plans with their long-term objectives. * Operational Excellence: * Use customer health data and segmentation to proactively manage risk and identify growth opportunities. * Define and optimize key success metrics, including retention, NPS, CSAT, and upsell. * Standardize processes and playbooks for managing strategic customers at scale. * Cross-Functional Partnership: * Collaborate closely with Sales, Renewals, Implementation, and Support to ensure seamless handoffs and consistent customer experience. * Partner with Marketing and Product on customer advocacy and feedback loops. **Attributes for a Successful Candidate** To succeed in this role, you'll need to possess the following qualifications: * 8-10+ years of experience in Customer Success, Account Management, or related fields, with at least 3+ years in leadership roles. * Proven success managing Strategic/Enterprise customers in a SaaS or technology company. * Strong understanding of customer lifecycle management, QBRs/EBRs, and strategic account planning. * Ability to influence and communicate at executive levels (C-suite), both internally and externally. * Demonstrated experience managing to metrics: retention, growth, and customer health. * Passion for customer outcomes, team development, and operational rigor. * Familiarity with tools like Gainsight, Salesforce, Zendesk, or similar platforms. * Bachelor's degree required; MBA or advanced degree a plus. **Nice to Have** While not required, the following qualifications would be beneficial: * Experience in a high-growth B2B SaaS environment or arenaflex products a plus. * Background supporting customers in regulated or complex industries (e.g., Financial Services, Audit, Risk & Compliance). **Our Company Values** At arenaflex, we're guided by the following values: * Customer obsession: Apply relentless focus on listening to and understanding customers as the core of everything we do. * Win, together: Drive to be the best while supporting each other's success. * Gritty resilience: Thrive in a fast-paced and dynamic environment, balancing immediate priorities with big-picture strategic goals. * Personal improvement: Stay eager to share insights, seek feedback, and continuously learn. * Constant innovation: Challenge the status quo and drive improvements. **Perks** As a member of the arenaflex team, you'll enjoy a range of benefits, including: * Launch a career at one of the fastest-growing SaaS companies in North America! * Live your best life (LYBL)! $200/mo for anything that enhances your life * Remote and hybrid work options, plus lunch in the Cerritos office * Comprehensive employee health coverage (all locations) * 401K with match (US) or pension with match (UK) * Competitive compensation & bonus program * Flexible Vacation (US exempt & CA) or 25 days (UK) * Time off for your birthday & volunteering * Employee resource groups * Opportunities for team and company-wide get-togethers! **Apply Now** If you're a seasoned and strategic 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