Job Description
Join arenaflex, a global leader in online visibility management SaaS platforms, as we seek an experienced Senior Customer Success Manager to lead our Enterprise Solution SEO team in Boston, MA. As a key member of our Customer Success team, you will be responsible for driving customer success, developing strategic relationships, and delivering exceptional customer experiences.
- *About arenaflex**
arenaflex is a leading online visibility management SaaS platform that enables businesses globally to run search engine optimization, pay-per-click, content, social media, and competitive research campaigns and get measurable results from online marketing. With over 10,000,000+ users worldwide and a team of over 1,000 people, we are constantly growing and innovating. Our mission is to empower businesses to succeed online, and we're looking for talented individuals to join our team.
- *Job Description**
As a Senior Customer Success Manager, you will be responsible for leading our Enterprise Solution SEO team in Boston, MA. Your primary focus will be on driving customer success, developing strategic relationships, and delivering exceptional customer experiences. You will work closely with our sales and product teams to ensure seamless customer onboarding, adoption, and retention.
- *Key Responsibilities:**
- Act as a "Player/Coach" for the Enterprise Solutions (EntSol) team, using your diverse SEO/Digital Marketing and Commercial experience to develop effective processes and workflows for Onboarding, Customer Adoption, Account Activation, and QBRs across the USA.
- Discover business and SEO goals of customers to build out a business plan, including goals, timelines, benchmarks, and measures of success.
- Prepare and deliver Quarterly Business Reviews (QBRs) with customers based on the goals identified during the discovery.
- Train customers on relevant arenaflex workflows to help them achieve their goals.
- Perform regularly scheduled meetings with key stakeholders to ensure customer goals are being met.
- Identify commonalities in tasks, processes, and workflows and develop engaging and helpful content (such as help articles, blogs, and videos) for our EntSol customers to help them "self-service" common tasks, processes, and workflows.
- Act as an extension of your customer's business, offering your own insights and recommendations based on extensive research into the customer's business, your knowledge of SEO, and their engagement within our platform.
- Proactive relationship management with accounts to maintain overall customer health.
- Monitor and report on the health and risk of assigned accounts using sophisticated processes/tools.
- Collaborate closely with the Sales and Product departments, both during the acquisition of new customers and throughout their time with arenaflex.
- Maintain a deep understanding of arenaflex's suite of products and also the wider SEO world.
- Provide dedicated technical and product support.
- Actively participate in team projects and arenaflex experiments that might result in new processes.
- Act as a conduit between the customer and our product team to help with the continued development of our products, leveraging customer feedback and use cases.
- *Requirements:**
- 5+ years of experience in the SEO and/or Digital Marketing field with 3+ years of agency experience.
- Extensive Technical SEO and/or Digital Marketing knowledge and ability to deliver in-depth technical recommendations to customers.
- Must be physically located in the US region and willing to work business hours of the same.
- Hands-on experience in building SEO strategies, including keyword research, competitor analysis, and technical auditing.
- Experience working with Enterprise SEO platforms.
- Knowledge of Google Search Console, Google Ads, and Google Analytics.
- Ability to identify customer goals and then demonstrate bespoke workflows for the customer to help them achieve these goals.
- Experience in preparing and delivering in-depth QBRs.
- Solid understanding of Customer Success best practices and customer-oriented personality.
- Ability to learn software programs.
- Creative and analytical thinker with h2 problem-solving skills.
- Exceptional English verbal and written communication skills with the ability to communicate effectively at all levels.
- *Preferred Qualifications:**
- You're a "Player/Coach," both directly managing your own customers and also offering your support and expertise to the rest of the EntSol CSM team.
- You have deep customer empathy and find fulfillment in helping customers reach their goals.
- You enjoy working with people and are driven to provide an excellent customer experience.
- You pride yourself on going above and beyond for teammates and customers.
- You are ready to be autonomous and proactive.
- You share our common values: Trust, because we prefer to speak up and be our true selves; Sense of Ownership, because it's not worth wasting time on something you don't believe in; and enthusiasm for Constant Changes, because we are always looking to make things better.
- *Work Environment and Company Culture:**
- arenaflex is an equal opportunity employer, celebrating diversity and committed to creating an inclusive environment for all employees.
- We offer a remote work format, with the option to work from our offices or at home.
- We provide a comprehensive benefits package, including low-cost medical, dental, and vision plans, Dependent Care Savings Accounts, Flexible Spending Accounts, Employee Assistance Program, 401(k) plan with flexible ways to save and fully vested employer match up to 4%, Unlimited PTO, Paid parental leave, Short-term and Long-term Disability, Accidental death and dismemberment (AD&D) insurance, Life Insurance, Travel Insurance, Corporate Events, and Snacks, coffee, tea.
- *Compensation and Perks:**
- Competitive salary and bonus structure.
- Comprehensive benefits package.
- Opportunities for career growth and professional development.
- Collaborative and dynamic work environment.
- Recognition and rewards for outstanding performance.
- *How to Apply:**
If you're a motivated and experienced professional looking to join a dynamic team, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
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