Job Description
At arenaflex, we're dedicated to empowering individuals and organizations to create inclusive digital experiences. As a Customer Success Manager, you'll play a vital role in driving product adoption, customer retention, and long-term value for our portfolio of customers. If you're passionate about deploying solutions that delight customers, reinforce brand loyalty, and can scale within a rapidly growing business, we want to hear from you. **About arenaflex** arenaflex is a leading provider of digital accessibility solutions, helping organizations create inclusive and accessible digital experiences for all users. Our mission is to empower individuals and organizations to create a more accessible and inclusive digital world. We're committed to workforce diversity and equal opportunity employment. **Key Performance Indicators (KPIs)** As a Customer Success Manager, you'll be responsible for driving the following key performance indicators: * Gross Retention (dollars and logos) * Software Adoption and Engagement - Product Utilization * Customer Satisfaction (CSAT)/NPS * Accessibility Maturity – demonstrable progress over time for your customers in achieving their goals and milestones **Responsibilities** As a Customer Success Manager, you'll be responsible for: ### Relationship Management * Intimately understand customer value drivers and their progress towards achieving their Accessibility goals * Coordinate and lead Business Reviews with Customer stakeholders and other arenaflex account team members * Partner cross-functionally to support subscription renewals and mature opportunities for growth * Collaborate with Account Managers to ensure customer renewal rates and retention meet or exceed targets * Develop “trusted advisor” relationships with customer advocates and champions * Work with customer leadership to develop playbooks for handling customer health and satisfaction * Work with customers to drive product adoption and engagement that will result in a high level of customer satisfaction with the product. Drive continued value to customers every day with a strong focus on retention * Partner with customers to understand their current and future business goals, challenges and translate that into product and process strategies within arenaflex's core product offering * Empower customers to connect their goals and challenges with solutions in the platform while increasing engagement and adoption * Work across the customer’s business org to communicate the value of the platform solution to their team and executives * Advocate on behalf of customers by working cross-functionally with strategic and technical colleagues to deliver on customer needs ### Product Adoption * Champion strategies with customers and internal stakeholders to drive continued use of software and services products * Establish adoption and engagement plans to measure success against targets - exposing customer expansion opportunities & churn risks * Work with the Onboarding, Enterprise Support, Accessibility Services, and Product teams to resolve issues that are barriers to adoption and engagement. * Provide answers to advanced product questions and regularly contribute to product improvement efforts * Recommend training plan considering numerous customer needs and feedback. Provide training or engage other resources as needed * Pre-emptively spot patterns to improve the organizational usage, engagement, and adoption of the Platform * Engage with arenaflex's product & engineering teams to translate customer feedback into product requirements for future roadmap releases ### Customer Advocacy * Act as the voice of the customer within arenaflex engaging leadership to drive long term improvements * Proactively monitor the progress of customer engagements to ensure accessibility goals and milestones are on track and aligned with customer needs * Act as the main point of contact for issues, when necessary, informing team of stakeholders * Provide guidance and recommendations to clients in order to increase accessibility program maturity, process change, business transformation, and culture change to ensure adoption and retention. **Qualifications** To be successful in this role, you'll need: * Minimum 5 years of experience in a Customer Success Manager or Account Manager role in a software or SaaS organization * Metrics driven, analytical, and process-oriented attitude with ability to prioritize focus across a large portfolio of large brands and customers * Shown ability to build and maintain positive relationships with a diverse set of internal and external stakeholders ranging from technical resources to senior level executives * Willingness to partner with peers in Sales and Account Management to retain and grow accounts * Good understanding of value drivers in annual recurring revenue (ARR) and SaaS business models * Experience with Microsoft Office 365 software suite, or equivalent collaboration software * Experience with Gainsight, Salesforce, or other similar CRM systems to manage your customer portfolio. **Nice to Have** * Knowledge of regulations related to digital accessibility (e.g. Section 508, ADA) * Knowledge of WCAG 2.1 AA requirements * Experience with design and development accessibility best practices * Experience with web-based technologies including HTML, CSS, JavaScript, and PDF * Familiarity with software development lifecycle, systems integration processes, and electronic document creation and publishing processes * Experience working with assistive technologies and work in digital accessibility. **What We Offer** * Competitive salary and bonus opportunities * Unlimited vacation/FTO * Comprehensive benefits package * Opportunity to work with a leading provider of digital accessibility solutions * Collaborative and dynamic work environment * Professional development and growth opportunities **How to Apply** If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you. Please submit your cover letter and resume for immediate consideration. Apply for this job