Job Description
At arenaflex, we empower 2,000+ higher education institutions to thrive in a rapidly changing landscape. Our learner-to-earner lifecycle platform powers solutions for web content management, conversational text messaging, catalog and curriculum management, career pathways, student engagement and development, and non-traditional student management. We're on a mission to revolutionize the way institutions engage their modern learners for life, while providing modern administrators with the tools needed to streamline workflows and drive high efficiency. **What's the Role?** We're seeking an experienced Senior Director, Customer Success to build our customer-obsessed organization and solutions. As a key member of our leadership team, you'll lead our Customer Success initiatives by empowering clients to fully leverage our solutions, forging strong, strategic relationships that protect our revenue foundation, and actively priming the organization for accelerated growth. This role will direct the Customer Success Team, overseeing day-to-day operations, managing the success efforts across multiple products, and delivering seamless strategy to address escalated customer issues. **Key Responsibilities:** * Build the Customer Success team from the ground up, including resourcing, performance reviews, and compensation plans * Design account coverage plans and deploy them with flexibility for growth and evolution of strategy between client retention and client growth * Focus on Customer Retention and satisfaction, actively involved in Customer feedback and surveys * Optimize and support the overall customer journey, strategy for launching and supporting customers in an efficient way to improve engagement, usage, and achievement of customer goals and satisfaction (CSAT & NPS) * Train, upskill, and onboard the Customer Success team * Evaluate system requirements, building processes to ensure key data updates are completed within the systems and plans * Report on KPIs and Metrics tied to and influenced by the Customer Success team * Plan and Strategy projects with arenaflex Leadership to align Customer Success goals with company goals and outcomes * Attend conferences and webinars for Customer networking * Collaborate with key teams such as Sales, Professional Services, Support, Product, Marketing, Revenue Operations, and Finance to build best-in-class processes on the way we operate our business across the Account team ecosystem to serve our customers better & meet their needs * Ensure updated health metrics and work cross-functionally to develop processes to reduce time to value and improve customer satisfaction, driving an increase in references and champions * Provide feedback to the Product team to prioritize roadmap features and enhancements * Collaborate with Sales and Account Management teams and act as a resource on calls, meetings, and visits **What You Offer:** * Proven track record of building relationships with senior customer executives in large or highly strategic accounts * Expert-level collaboration skills, applied successfully within a team as well as other areas * Ability to self-direct and self-motivate your efforts, both short- and long-term, to meet deadlines and maintain high-quality content, without the need for close supervision * Exceptional organizational, multi-tasking, and time management skills * Strong writing/presentation building, verbal, written, digital, and graphic communication skills * Advanced problem-solving, critical thinking, and analytical skills * Proven experience leading teams, driving customer retention and expansion sales, advancing software adoption, and leveraging customer success best practices * Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication * Excellent communication skills, displaying confidence and skill in varying customer situations. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management * Experience successfully building and scaling Customer Success teams preferred * 5 years of leadership and management experience in a customer success or support role * Bachelor's or MBA preferred **What We Offer:** * The base salary range* for this full-time position is between $125,000 - $175,000 * Remote first workplace! – must be located in North America * Rewards and recognition programs * Learning and development opportunities * You will make a difference every day for universities trying to grow and students trying to learn **What We Believe:** At arenaflex, we believe that a diverse, equitable, and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply for our positions. arenaflex is proud to be an equal opportunity workplace and is committed to bringing on hires regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status (for US candidates). If you require accommodations during any part of the interview process due to a disability, please let our recruiter know. * Our salary ranges reflect the minimum and maximum target for new hires for the position within the US and Canada. Within the range, individual pay is determined by factors including job-related skills, experience, and relevant education or training. Apply for this job