Job Description
At arenaflex, we're revolutionizing the way businesses build better products by making customer research fast, easy, and scalable. Our all-in-one research platform empowers teams to recruit participants, run interviews and surveys, and analyze insights – all in one place. As we pioneer automated qualitative analysis, we're on a mission to help product teams deeply understand and serve their users. We're now seeking an exceptional Director of Customer Success to lead our post-sale strategy and execution, driving revenue growth, building scalable systems, and guiding our CS team through a new phase of growth. If you're a seasoned customer success leader with a passion for driving business outcomes and delivering exceptional customer experiences, we'd love to hear from you. **About the Role** As our Director of Customer Success, you'll own the customer lifecycle from onboarding through renewal and expansion, transforming it into a repeatable, measurable engine for Net Dollar Retention (NDR). You'll be responsible for leading our North America-based CS team, driving revenue growth, and building scalable systems to support our high-growth B2B SaaS environment. **Key Responsibilities** * Own ambitious Net Dollar Retention goals across all segments, defining and executing a segmented NDR strategy (e.g., 120% Enterprise, 110% Self-Serve) * Be accountable for renewals, expansion, and churn, identifying and growing new revenue streams, including professional services * Build forecasting, pacing, and attribution models to track revenue impact and drive data-driven decision-making * Design and scale repeatable onboarding, adoption, expansion, and renewal playbooks, identifying success patterns among high-performing accounts and standardizing those motions * Operationalize usage signals, customer health scores, and churn/risk alerts to drive proactive customer engagement and retention * Partner with Sales, Product, Marketing, and Ops to build an aligned GTM strategy, integrating CS into our PLG motion (e.g., in-app success triggers, lifecycle comms) * Support adoption of usage-based pricing through training and enablement, driving performance through accountability, goal-setting, and feedback **About You** * Proven success leading CS teams in high-growth B2B SaaS environments, ideally having scaled from Series A to Series B/C and beyond * Experience serving enterprise customers and ideally managing both enterprise and scaled CS motions * Demonstrated commercial acumen: achieved or exceeded quotas, driven upsells, opened new revenue streams * Systems thinker with strong process-building and performance tracking abilities * Empathetic, high-clarity people leader experienced in hiring, coaching, and managing performance * Cross-functional collaborator who aligns CS tightly with GTM partners * Passionate about the opportunity around AI **Success in First 6–12 Months** * Achieving QoQ revenue targets * Segmented NDR strategy implemented and tracking to 115%+ * Expansion ownership between CS and Sales clearly defined and smoothly operating * Revenue attribution for CS is live, with CSMs confidently executing and hitting quota **Benefits** * Competitive salary and benefits package * Opportunity to work on challenging and impactful projects * Be part of a passionate and supportive team * Make a real difference in the world of customer feedback **Hiring Process** We endeavor to deliver a great candidate experience, including notifications of your status in the hiring process throughout. The hiring process includes the following steps and typically happens across 2-4 weeks from first interview: * Initial phone screens for shortlisted candidates * Interview with Co-Founder & CEO, Ned Dwyer * Cross-functional collaboration interview with our VP of Sales * Collaboration interview with a member of Customer Success * Take-home assignment and synchronous review * Final leadership interview * Reference checks with a past manager, and if relevant, a person you have managed **How to Apply** If this sounds like the opportunity you've been waiting for, we'd love to hear from you! Please submit your resume, making sure it's a concise representation of your previous work experience. Note, we will only ever contact you over email using an arenaflex email address. Originally posted on arenaflex Careers Apply for this job