Job Description
At arenaflex, we're revolutionizing the self storage industry with our cutting-edge software platform. As a fast-growing team, we're committed to empowering self storage operators to seamlessly manage their businesses, automate processes, and drive revenue growth. With a proven track record of helping hundreds of operators around the world process tens of millions in automated payments, we're now seeking an exceptional leader to join our team as the Head of Customer Success. **Why this role matters** As a key member of our leadership team, the Head of Customer Success will play a vital role in shaping the future of arenaflex. Our customer success team is at the forefront of ensuring our customers achieve maximum value from our platform, and we're looking for someone to lead and scale this function to new heights. With a focus on retention, onboarding quality, and team performance, this role requires a strategic thinker with a hands-on approach, who can bring structure to the customer journey and work cross-functionally to drive growth and success. **What you'll do** As the Head of Customer Success, you'll be responsible for leading and growing our customer success team, currently consisting of 5 people with room to grow. Your key responsibilities will include: * Owning customer retention and success outcomes across all accounts * Designing and scaling onboarding, check-ins, and lifecycle processes * Creating systems to track customer health and surface expansion opportunities * Building clear reporting across CS performance, usage, and revenue impact * Owning tooling and workflow decisions * Representing the customer voice internally and contributing to product direction * Getting hands-on with customers early to build empathy and model excellence **What you'll bring** To succeed in this role, you'll need to bring a unique combination of skills and experience, including: * Strategic thinking and leadership, with a hands-on approach * Experience leading customer success in a B2B SaaS company * Confidence working across onboarding, account management, and renewals * Proven ability to design and implement CS processes from scratch * Empathy and curiosity – willing to go deep to understand operator needs * Strong communication and collaboration skills across teams * Familiarity with tools like HubSpot, Intercom, and analytics dashboards **Preferred experience** While not essential, we're looking for candidates with experience in the following areas: * Leading CS in a startup or scale-up environment * Experience with Hubspot and Intercom * Managed or mentored teams of 5+ * Familiarity with usage-based SaaS, SMB customers, or vertical SaaS **Why join arenaflex** At arenaflex, we offer a collaborative environment where you'll have room to grow and lead. We value honesty, humility, and responsibility, and encourage everyone to contribute ideas and take ownership. As a part of our team, you'll shape how we serve and grow with our customers in a fast-moving market. **Location** We're a remote-first team with a distributed team across the UK and Europe. This role would ideally be based in Northern Ireland to enable easier collaboration with the leadership team, but we're open to the right candidate elsewhere in the UK or EU. **What we offer** As a member of our team, you'll enjoy a range of benefits, including: * Competitive salary * Remote work – with Belfast office access * Private health insurance for you and your family * Pension plan * 35 days annual leave * Share options, Apple laptop, and WFH budget * In-person meetups and team retreats **Next steps** If you're passionate about driving growth and retention in a fast-paced industry, we'd love to hear from you. Apply by [insert date] and join our team as the Head of Customer Success at arenaflex. ```html About arenaflex arenaflex is a self storage software platform at the forefront of a technology-led revolution in the industry. We empower self storage operators to seamlessly manage their businesses, automate processes, and drive revenue growth. Why this role matters We succeed when our customers do. Our CS team is central to onboarding new operators, supporting them day-to-day, and driving long-term retention and growth. Until now, the function has been shaped by hands-on managers. We're now ready for someone to lead at a higher level. What you'll do Lead and grow our CS team (currently 5 people with room to grow) Own customer retention and success outcomes across all accounts Design and scale onboarding, check-ins, and lifecycle processes Create systems to track customer health and surface expansion opportunities Build clear reporting across CS performance, usage, and revenue impact Owning tooling and workflow decisions Represent the customer voice internally and contribute to product direction Get hands-on with customers early to build empathy and model excellence What you'll bring Strategic thinking and leadership, with a hands-on approach Experience leading customer success in a B2B SaaS company Confidence working across onboarding, account management, and renewals Proven ability to design and implement CS processes from scratch Empathy and curiosity – willing to go deep to understand operator needs Strong communication and collaboration skills across teams Familiarity with tools like HubSpot, Intercom, and analytics dashboards Preferred experience Experience leading CS in a startup or scale-up environment Experience with Hubspot and Intercom Managed or mentored teams of 5+ Familiarity with usage-based SaaS, SMB customers, or vertical SaaS Why join arenaflex arenaflex offers a collaborative environment where you'll have room to grow and lead. We value honesty, humility, and responsibility, and encourage everyone to contribute ideas and take ownership. Location We're a remote-first team with a distributed team across the UK and Europe. This role would ideally be based in Northern Ireland to enable easier collaboration with the leadership team, but we're open to the right candidate elsewhere in the UK or EU. What we offer Competitive salary Remote work – with Belfast office access Private health insurance for you and your family Pension plan 35 days annual leave Share options, Apple laptop, and WFH budget In-person meetups and team retreats Next steps Apply by [insert date] and join our team as the Head of Customer Success at arenaflex. ``` Apply for this job