Job Description
Are you a seasoned customer success professional with a passion for driving business growth through innovative digital strategies? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! arenaflex is seeking an experienced Full Stack Scaled Customer Success Manager to join our innovative Scaled Customer Success team. As a key member of our Customer Success at Scale department, you will play a critical role in helping customers win in their response management efforts through a digital-led customer journey. **About arenaflex** arenaflex is a leading provider of innovative solutions for the modern business landscape. Our cutting-edge technology and expertise enable organizations to streamline their operations, improve customer engagement, and drive business growth. With a strong focus on customer success, we are committed to delivering exceptional experiences that exceed our customers' expectations. **The Role** As an Experienced Full Stack Scaled Customer Success Manager, you will be responsible for developing and executing digital customer success strategies that drive business growth and customer adoption. You will work closely with our Customer Experience Leaders, Product, and other cross-functional departments to develop digital communications for our customers. Your primary focus will be on creating standardized, personalized communications for customers based on time-based, action-based, or value-driven triggers, with the purpose of driving adoption and reducing churn. **Key Responsibilities** * Work as a part of the Scaled/Digital Customer Success team within arenaflex's Customer Success at Scale department, focused on helping customers win in their response management efforts through a digital-led customer journey * Collaborate with arenaflex's Customer Experience Leaders, Product, and other cross-functional departments to develop digital communications for our customers * Create standardized, personalized communications for customers based on time-based, action-based, or value-driven triggers, with the purpose of driving adoption and reducing churn * Monitor customer health, usage trends, and engagement metrics to ensure each customer is driving adoption within the arenaflex platform * Partner closely with other teams within the CS at Scale Department (Adoption Services, Renewals, Education) to iterate on the Digital Customer Journey * Partner with Customer Enablement Managers to ensure a seamless transition from onboarding to our nurture phase * Monitor key product metrics and our Customer Health Score framework to understand customer usage and adoption of arenaflex and predict customer behavior * Work with our Customer Success software Gainsight to build engaging “success plays”, email templates, and meeting frameworks to help streamline Customer Success activities * Provide value-add services to customers as requested that support the adoption of arenaflex and the customer's ROI, including webinars, in-app guides, and other digital strategies * Net result is driving amazing outcomes for our customers that will then positively impact the business performance of arenaflex through renewals and customer growth **What You'll Bring to the Team** * Impeccable written and oral communication skills; you'll be communicating with our customers, after all! * Highly organized; your calendar reminders have calendar reminders * A master of project management where deadlines are set, met, and key stakeholders are kept up-to-date * You are naturally curious and always seeking to understand the 'why' of the problems you are solving for your customers * Superb relationship building skills, with a proven ability to cultivate deep and meaningful relationships with your teams and clients * Extremely analytical; you leverage data in all of your decision making and can easily identify trends and recommend engagement strategies to address performance metrics * At least one year of experience in Customer Success, customer service, or customer marketing * Experience in SaaS is a huge plus! **Work Environment and Culture** arenaflex is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ'd in Canada, with established hub regions around the world where we hire from. Our employees (or Loopers, as we call ourselves!) live and work in Canada (British Columbia and Ontario), London, and India (specifically in Gujarat, Maharashtra, and Bengaluru). The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC). We offer flexible co-working locations available to Loopers in ON and BC. **Why You'll Love Working at arenaflex** * Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Lattice for our 1:1s and performance conversations * You will have the opportunity to elevate your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact. * We offer a wide range of health and wellness benefits to support your physical and mental well-being, starting day 1 with arenaflex. * We’ll set you up to work remotely with a MacBook laptop, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up. * You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment. * Participate in townhalls, AMA (Ask-Me-Anything), and quarterly celebrations to celebrate the big wins and milestones as #oneteam! * Our four active Employee Resource Groups offer opportunities for employees to learn and connect year-round. * You’ll be a part of an award-winning workplace with an opportunity to make a big impact on the business. **Questioning Your Qualifications?** We recognize that all too often, potential candidates don’t apply for a position simply because they don’t hit every single criteria included in the job description—particularly members of underrepresented groups. Whether or not your experience checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. **AI in Recruitment** At arenaflex, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, and occasionally sourcing prospective candidates. However, AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices, prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases, with all key hiring decisions solely made by our team. **Equal Opportunity Employer** arenaflex is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team ([email protected]) should you require accommodations at any point during our virtual interview processes. Apply for this job