Job Description
At arenaflex, we're revolutionizing the way companies approach employee, customer, and partner growth through our cutting-edge LMS for collaborative learning. As a key member of our Customer Success Team, you'll play a vital role in supporting our clients in their digital training strategy, leveraging the 360Learning platform to drive business impact and success. If you're passionate about the digital industry, education, and e-learning, and have a proven track record in Customer Success, we want to hear from you. **About arenaflex** arenaflex is a leading provider of collaborative learning solutions, empowering companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our platform, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. arenaflex powers the future of work at 1,700 organizations, and we're committed to creating a culture that celebrates diversity, connectedness, and inclusion. **Your Role** As an Experienced Digital Customer Success Partner, you'll be responsible for supporting our clients in their digital training strategy, ensuring the renewal of contracts, and driving business impact through the coordination of technical, educational, and other resources. You'll work closely with our North American Account Management team to ensure client KPIs are met and develop processes, reporting, and communication to handle a one-to-many approach. **Key Responsibilities** * Ensure the renewal of contracts through the coordination of different resources (technical, educational, etc.) * Ensure the business impact of our solution is in line with the clients' business objectives * Work closely with the North American Account Management team to ensure client KPIs are met * Create and develop processes, reporting, and communication to handle a one-to-many approach * Master our product and Convexity corporate culture within 1 month * Familiarize yourself with the processes and tools used by our Customer Success (CS) team within 1 month * Participate in your first customer meetings with other Customer Success Managers from our team within 1 month * Host your first meetings with customers and get feedback from your peers within 2 months * Start new projects with new clients within 2 months * Participate in regular Discovery Meetings with customers to identify the features that will impact your customers' success within 2 months * Define the learning transformation roadmap with the client and identify the resources needed to achieve them within 4 months * Activate and build a digital strategy for your book of business spanning North America, including outbound campaigns, inbound ticket management, and hosting webinars within 4 months * Define planning of the initiatives on the solution within 4 months * Identify and document customer use-cases within 4 months * Develop a relationship of trust between the client and arenaflex, particularly by having direct contact with top management teams within 4 months * Work with the Account Managers to identify new project opportunities to grow your book of business within 4 months * Reduce churn by identifying customers at risk and implementing an action plan within 12 months * Identify and record in our CRM SFDC strong leaders within the client's team within 12 months * Develop and share good business practices with the entire Client Success Team within 12 months **Essential Qualifications** * At least 1-1.5 years of experience in a Customer Success position, ideally in the SaaS industry * Experience managing a large book of business consisting mostly of SMB clients (100+ clients) * Proactive approach to client management * Preference for working in a results-oriented culture * Ability to express your ideas through data in a clear and concise manner, both in writing and orally * Strong interest for the digital industry, education, and e-learning in particular * Enthusiasm for our working environment, explained here: **Preferred Qualifications** * Experience working with collaborative learning platforms * Knowledge of the education and e-learning industry * Familiarity with CRM software, such as Salesforce * Experience with data analysis and reporting * Strong communication and interpersonal skills **Skills and Competencies** * Strong customer-centric approach * Proactive and results-driven * Excellent communication and interpersonal skills * Ability to work in a fast-paced environment * Strong analytical and problem-solving skills * Ability to express ideas through data in a clear and concise manner * Strong interest in the digital industry, education, and e-learning **Career Growth Opportunities and Learning Benefits** * Opportunities for professional growth and development * Access to our platform and tools for learning and development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance * Opportunities for advancement within the company **Work Environment and Company Culture** * arenaflex is a remote-first organization, promoting flexible work hours and a healthy work-life balance * We offer unlimited days of annual PTO, 5 days for sick leave, and holiday time in accordance with the Ontario Holiday Calendar * We have a diverse and inclusive work environment, with 6 active ERGs (Employee Resource Groups) and a commitment to equal opportunity employment * We prioritize corporate social responsibility, with a CSR Charter and a commitment to sustainability and social impact **Compensation, Perks, and Benefits** * Competitive pay structure, including base salary, variable incentive pay, and company equity * Comprehensive health insurance starting your first day of employment * RRSP contribution matching * Generous parental leave * Professional development opportunities through our own platform * Unlimited days of annual PTO * 5 days for sick leave * Holiday time in accordance with the Ontario Holiday Calendar * Flexible work hours and a healthy work-life balance **Interview Process** * Phone Screen with our Talent Acquisition Manager * Discovery Interview with the Hiring Coach (Director of Customer Success) * Case Study with CS Team Leadership * Clarification Meeting with a fellow Customer Success Manager * Culture Interview with the Cross Functional Team Leader * References & Offer! **Get Ready** * Familiarize yourself with our Knowledge Base: * Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter * Learn more about our culture and teams: We're excited to hear from you! Apply now to join our team as an Experienced Digital Customer Success Partner and help us revolutionize the way companies approach employee, customer, and partner growth. Apply for this job