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. The result: innovative institutions engage their modern learners for life, while providing modern administrators with the tools needed to streamline workflows and drive high efficiency. We are looking for a seasoned Senior Director, Customer Success to join our team. As a key member of our organization, you will be responsible for building our customer-obsessed organization and solutions, leading our Customer Success initiatives, and directing the Customer Success Team. Your primary focus will be on empowering clients to fully leverage our solutions, forging strong, strategic relationships that protect our revenue foundation, and actively priming the organization for accelerated growth. **Key Responsibilities:** * Build and lead the Customer Success Team, focusing on customer retention and satisfaction, and driving customer growth through strategic relationships and initiatives. * Develop and implement account coverage plans, ensuring flexibility for growth and evolution of strategy between client retention and client growth. * Collaborate with key teams such as Sales, Professional Services, Support, Product, Marketing, Revenue Operations, and Finance to build best-in-class processes and serve our customers better. * Provide feedback to the Product team to prioritize roadmap features and enhancements, ensuring alignment with customer needs and goals. * Train, upskill, and onboard the Customer Success team, ensuring they have the necessary skills and knowledge to deliver exceptional customer experiences. * 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, ensuring data-driven decision-making. * Plan and execute strategy projects with Modern Campus Leadership to align Customer Success goals with company goals and outcomes. **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. * 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. **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. * Modern Campus 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). **Experience Requirements:** * Senior Manager/Supervisor * 5 years of leadership and management experience in a customer success or support role. * Bachelor's or MBA preferred. If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Apply for this job