Head of Customer Success – Strategic Leader for Customer Success Team to Drive Revenue Growth and Customer Satisfaction through Exceptional Service and Support

Introduction to arenaflex

Since 1992, arenaflex has been at the forefront of making digital signage easy for organizations worldwide. With a presence in over 100 countries, our easy-to-use software, hundreds of professionally designed templates, and unparalleled customer service have enabled organizations to be up and running in minutes. As a leader in the digital signage industry, we are committed to delivering innovative solutions that meet the evolving needs of our customers. Our mission is to empower organizations to communicate effectively and efficiently, and we are seeking a talented and experienced Head of Customer Success to join our team.

Job Overview

We are currently searching for a highly skilled and strategic Head of Customer Success to lead our customer success team in achieving our gross revenue retention goals. As a key member of our leadership team, you will be responsible for developing and executing our customer success strategy, driving revenue growth, and ensuring customer satisfaction. You will report directly to the Chief Revenue Officer and play a critical role in shaping the future of our customer success organization.

Key Responsibilities

• Own and develop our customer success processes for scaled SMB and higher-touch mid-market/enterprise accounts, covering health scoring, onboarding, adoption, renewals, cancellation deflection, and training to ensure our customers get results.
• Collaborate with our sales team to identify expansion opportunities and provide customer insights to the marketing team to drive campaigns.
• Design and implement automation to help your team scale and manage large books of business and touch all of our SMB accounts.
• Become a product expert on arenaflex, understand our message, and how to position and sell arenaflex.
• Engage with customers regularly to maintain a deep understanding of our key customer segments, the problems they face, and the value they get from arenaflex.
• Ensure all related activity is diligently logged in the CRM, providing a clear history of customer interactions.
• Coach and develop the customer success team, reviewing call recordings and ensuring the team works according to our standards.
• Lead by example to create and maintain a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability.
• Travel 5-10% of the time to company meetings and customer sites to strengthen relationships with key customers and train Customer Success Representatives.
• Predictably forecast Gross Revenue Retention and continuously validate and improve our tactics and processes by analyzing the data we aggregate.

Requirements and Qualifications

To be successful in this role, you will need:

• 5+ years of experience in customer-facing roles and multiple years of people management experience.
• A deep understanding of what good scaled customer success looks like, with experience managing a high volume of accounts and a range of annual contract values.
• High standards for work, with the ability to get tasks done quickly and meet deadlines.
• Strong analytical skills, with experience working with spreadsheets and familiarity with SaaS metrics.
• Expertise in HubSpot, our CRM, customer success system, marketing automation tool, and more.
• A customer-centric approach, with a passion for talking to customers and understanding their needs and challenges.
• A positive and practical attitude, with the ability to roll up your sleeves and tackle imperfect situations.
• Bonus points for experience working with the channel/resellers.

What We Offer

In return for your hard work and dedication, we offer a competitive total compensation package, including:

• Base salary of $125K + $50K variable.
• Health and dental benefits.
• RRSP/401K matching up to 5%.
• Group profit sharing program.
• Health spending/wellness spending ($500).
• $2000 for learning and development.
• 20 days of vacation (pro-rated based on your start date in your first year).

Our Culture and Values

At arenaflex, we are proud to be an equal opportunity employer, committed to ethical and fair hiring practices. We strongly encourage applications from diverse backgrounds and are dedicated to creating a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability. Our team is passionate about delivering exceptional customer service and support, and we are looking for like-minded individuals to join our team.

Conclusion

If you are a motivated and experienced customer success leader looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Head of Customer Success at arenaflex, you will have the chance to make a real impact on our customers and our business, while developing your skills and career in a dynamic and supportive environment. Don't miss out on this chance to join our team and help shape the future of customer success at arenaflex. Apply now and take the first step towards an exciting and rewarding career with our company.