Job Description
At arenaflex, we're on a mission to revolutionize the way businesses approach audit, risk, ESG, and InfoSec. With a proven track record of innovation and customer satisfaction, we're seeking an exceptional Senior Manager, Customer Success to join our team. As a key member of our customer-facing organization, you'll play a dual role as both a leader and a coach, driving customer success and team performance. **About arenaflex** arenaflex is a leading provider of audit, risk, ESG, and InfoSec solutions, serving over 50% of the Fortune 500, including 7 of the Fortune 10. Our award-winning technology has earned us top ratings on G2.com and Gartner Peer Insights. With a culture of innovation and customer-centricity, we're proud to be one of the 500 fastest-growing tech companies in North America, as ranked by Deloitte. **Why is this Role Exciting?** As a Senior Manager, Customer Success, you'll have the opportunity to shape the future of our enterprise customer success function, drive customer satisfaction and measurable business impact, and lead a team of talented Customer Success Managers (CSMs). You'll partner with executive stakeholders to ensure seamless collaboration and value delivery, while navigating complex stakeholder environments. This role is perfect for a strategic leader who thrives in a fast-paced environment, embraces hands-on engagement, and is passionate about driving customer success. **Key Responsibilities** As a Coach: * Lead, mentor, and develop a team of CSMs, fostering a culture of customer-centricity and continuous improvement. * Drive team performance by setting clear goals, tracking key metrics, and providing actionable feedback. * Collaborate with cross-functional teams (Sales, Product, and Marketing, etc.) to optimize the customer journey and drive advocacy. As a Player: * Act as the main point of contact for key enterprise accounts, ensuring their goals are met and exceeded. * Develop and execute success plans tailored to each customer's business objectives. * Proactively identify opportunities for growth, expansion, and customer advocacy. * Navigate complex stakeholder environments to ensure seamless collaboration and value delivery. **Attributes for a Successful Candidate** * 5–7+ years of experience in Customer Success, Account Management, or Client Services in a B2B SaaS environment. * 2–4+ years of experience managing and developing customer-facing teams. * Strategic thinker with a hands-on approach to execution, balancing tactical and long-term objectives. * Proven track record of retention, expansion, and customer advocacy success. * Experience working with executive stakeholders (internally and externally). * Exceptional communication, relationship-building, and problem-solving skills, with an ability to engage and influence stakeholders at all organizational levels. * Demonstrated success in leading through change and scaling teams/processes. * Prior ownership of customer lifecycle strategies, including onboarding, adoption, renewals, and churn mitigation. * Familiarity with customer success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM tools (e.g., Salesforce). * Willingness and ability to travel within the U.S. and Canada as needed. * 1+ years of hands-on experience with arenaflex modules, data load processes, and advanced configurations (nice to have). **Our Company Values** * Customer obsession: Apply relentless focus on listening to and understanding customers as the core of everything we do. * Win, together: Drive to be the best while supporting each other's success. * Gritty resilience: Thrive in a fast-paced and dynamic environment, balancing immediate priorities with big-picture strategic goals. * Personal improvement: Stay eager to share insights, seek feedback, and continuously learn. * Constant innovation: Challenge the status quo and drive improvements. **Perks** * Launch a career at one of the fastest-growing SaaS companies in North America! * Live your best life (LYBL)! $200/mo for anything that enhances your life * Remote and hybrid work options, plus lunch in the Cerritos office * Comprehensive employee health coverage (all locations) * 401K with match (US) or pension with match (UK) * Competitive compensation & bonus program * Flexible Vacation (US exempt & CA) or 25 days (UK) * Time off for your birthday & volunteering * Employee resource groups * Opportunities for team and company-wide get-togethers! **What We Offer** * A dynamic and supportive work environment that encourages innovation and growth. * Opportunities to work with a talented team of professionals who are passionate about customer success. * A comprehensive benefits package that includes health coverage, retirement savings, and paid time off. * A competitive salary and bonus program that rewards performance and contributions. * Professional development opportunities that help you grow and advance in your career. **How to Apply** If you're a motivated and results-driven professional who is passionate about customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your experience, skills, and achievements. We can't wait to hear from you! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. **Background Checks** Please note that background checks are required for this position. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information. Apply for this job