Job Description
At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Director, Global Customer Success, you'll play a pivotal role in leading and scaling our global customer-facing post-sales functions. This is a unique opportunity to combine hands-on account management with strategic leadership, driving long-term customer outcomes, operational excellence, and scalable post-sales engagement models. **About arenaflex** arenaflex is a cutting-edge technology company that's pushing the boundaries of innovation. With a strong focus on customer satisfaction, retention, and expansion, we're committed to delivering consistent and proactive value throughout the customer lifecycle. Our team is passionate about driving growth, operational excellence, and customer success, and we're looking for like-minded individuals to join our journey. **Job Summary** We're seeking an experienced and highly motivated Director, Global Customer Success to lead and scale our global customer-facing post-sales functions. This is a hybrid role that combines hands-on account management in the North American market with strategic leadership of three global teams: Customer Success Managers (CSMs), Technical Account Managers (TAMs), and Migration Support Specialists (MSSs). The ideal candidate is passionate about driving long-term customer outcomes, operational excellence, and scalable post-sales engagement models. **Responsibilities** As a Director, Global Customer Success, you'll be responsible for: ### Customer Success (NAM IC Role) * Serve as the primary Customer Success Manager for a portfolio of North American-based strategic accounts * Own customer onboarding, adoption, health monitoring, renewals, and expansion conversations * Facilitate business reviews to reinforce value delivered and identify growth opportunities * Coordinate with support, product, and engineering to resolve issues, escalate as needed, and communicate updates ### Global Leadership & Team Management * Lead and mentor the global Customer Success, TAM, and Migration Support teams * Define and execute global strategies for onboarding, customer lifecycle management, and expansion * Foster a culture of accountability, collaboration, and continuous improvement across all functions * Align cross-functionally with Sales, Product, Engineering, and Support to deliver unified customer experiences ### Operational Excellence * Oversee team adherence to operational best practices, including Jira and Salesforce hygiene * Develop and maintain dashboards to track customer health, adoption, renewals, migration progress, and support activity * Drive scalable reporting processes to ensure visibility across the organization, including executive stakeholders * Maintain a cadence of QBRs, team check-ins, and retrospectives to drive improvements in service delivery ### Migration Support Oversight * Lead global migration planning and support team, ensuring successful Java migration outcomes * Guide customers through technical readiness assessments, implementation roadmaps, and best practices * Collaborate with internal stakeholders and certified partners to ensure delivery excellence **Qualifications** To be successful in this role, you'll need: * 10+ years in Customer Success or Technical Account Management, with at least 5 years in a global leadership capacity * Proven track record managing strategic customers and leading global, distributed teams * Experience in the Java ecosystem, cloud infrastructure, or enterprise software a strong plus * Exceptional communication and relationship-building skills across technical and business stakeholders * Hands-on experience with Salesforce, Jira, and customer health dashboards * Ability to work independently in a fast-paced, globally distributed environment **What We Offer** As a Director, Global Customer Success at arenaflex, you'll enjoy: * A competitive salary and bonus structure * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) matching program * Flexible work arrangements, including remote work options * Opportunities for professional growth and development * Collaborative and dynamic work environment * Access to cutting-edge technology and tools * Recognition and rewards for outstanding performance **How to Apply** If you're passionate about driving customer success and operational excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! **Note:** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. Apply for this job