Manager of Scaled Customer Success – Leadership of SMB Portfolio, Renewals, and Automation‑Driven Retention

About arenaflex – Pioneering the Future of Reality Capture

At arenaflex, we empower thousands of construction, oil & gas, and renewable energy organizations to build with certainty and operate with confidence. Our cutting‑edge platform merges data from drones, robots, and 360° cameras into a single AI‑powered hub, enabling everything from aerial progress monitoring to automated gauge readings and methane leak detection. As the reality‑capture market accelerates, arenaflex stands at the forefront, shaping how businesses visualize, analyze, and act on the world around them.

Our culture is remote‑first, innovation‑driven, and fiercely inclusive. Recognized as a Best Place to Work in the Bay Area and featured on national “Best Startups” lists, arenaflex offers a dynamic environment where every voice matters and growth knows no ceiling. If you’re passionate about delivering world‑class customer experiences at scale, you’ll find a home here.

Role Overview – Lead the Scaled Customer Success Team

We are seeking an experienced Manager of Scaled Customer Success to head our Scaled Base, which includes Renewal Managers and Scaled Customer Success Managers serving more than 1,000 SMB customers. Reporting to the Director of Customer Success, you will define strategy, drive operational excellence, and coach a high‑performing team to ensure seamless experiences and high retention across our SMB portfolio.

Key Responsibilities

• Team Leadership & Development: Recruit, mentor, and inspire the Scaled Customer Success team, setting clear performance goals and fostering a culture of continuous improvement.
• Scaled Success Motion Design: Architect, implement, and iterate scalable success processes—including onboarding, adoption, health monitoring, and renewal workflows—that can serve a large SMB base efficiently.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Engineering to align on go‑to‑market strategies, ensure consistent messaging, and drive product‑led value realization.
• Data‑Driven Account Health: Build and maintain dashboards that surface churn risk, expansion opportunities, and usage trends; act proactively to mitigate risk and champion growth.
• Customer Success Platform Ownership: Own the configuration and optimization of our CS platform (CRM, automation tools, analytics), creating workflows that enable high‑velocity, low‑touch engagement.
• Renewal Management: Co‑lead renewal forecasting with Renewal Managers, developing strategic plans to meet or exceed revenue targets.
• Customer Advocacy: Serve as the voice of scaled customers inside arenaflex, feeding insights to Product and Engineering to shape roadmap priorities.
• Operational Excellence: Continuously refine SOPs, reduce friction points, and increase automation to boost efficiency and customer satisfaction.
• Metrics Ownership: Track and improve key success indicators such as renewal rate, product adoption, engagement efficiency, and automation‑driven retention.
• Regulatory Compliance: Obtain a Part 107 UAV pilot’s license within 90 days of start date to deepen product expertise and credibility.

Essential Qualifications

• 3+ years of experience managing Customer Success teams, with a demonstrable record of scaling performance and growing talent.
• Proven success launching and iterating Scaled Customer Success motions in a B2B SaaS environment.
• Hands‑on experience with SMB portfolios of 1,000+ accounts, delivering high‑touch service through low‑touch automation.
• Strong analytical mindset; comfortable building reports, interpreting data trends, and making data‑driven decisions.
• Exceptional communication, presentation, and project‑management skills.
• Track record of effective cross‑functional collaboration with Sales, Marketing, and Product teams.
• High proficiency with CRM platforms (e.g., Salesforce, HubSpot) and analytics tools (e.g., Looker, Tableau, Power BI).
• Strategic thinker with experience designing repeatable processes that drive success at scale.
• Ability to thrive in a fast‑growing, high‑velocity environment while maintaining a hands‑on customer focus.
• Willingness to travel domestically up to one week per quarter for client engagements and company events.
• Availability to work Monday‑Friday, 8:00 AM – 6:00 PM US Central Time.

Preferred Qualifications

• Background in the drone, geospatial, or related technology sectors.
• Experience with AI‑enabled analytics or reality‑capture solutions.
• Certification in advanced data visualization or automation platforms.

Skills & Competencies for Success

• Leadership Agility: Ability to inspire remote teams, manage diverse personalities, and drive results through empowerment.
• Customer‑Centric Mindset: Deep empathy for SMB customers and a relentless focus on delivering measurable value.
• Strategic Planning: Capacity to translate business goals into actionable roadmaps and measurable KPIs.
• Automation Savvy: Experience designing workflows that reduce manual effort while preserving personal touch.
• Data Literacy: Proficiency in extracting insights from large data sets to inform strategy.
• Change Management: Skilled at guiding teams through process transformation and technology adoption.
• Effective Communication: Clear articulation of concepts to both technical and non‑technical audiences.

Career Growth & Development Opportunities

arenaflex believes that our people’s growth fuels our innovation. As a Manager of Scaled Customer Success, you will have access to:

• Leadership development programs tailored to emerging executives.
• Mentorship from senior executives, including the Director of Customer Success and VP of Product.
• Opportunities to influence product roadmap through direct customer insights.
• Cross‑departmental projects that broaden your strategic perspective.
• Industry conferences, certifications (including the Part 107 UAV license), and continued education reimbursements.

Work Environment & Culture at arenaflex

Our remote‑first model is built on trust, collaboration, and flexibility. You’ll join a globally distributed team spanning the United States, New Zealand, and Australia, connected through virtual workspaces, regular video check‑ins, and annual in‑person gatherings. arenaflex supports work‑life balance with:

• Flexible schedules that adapt to personal needs.
• Family‑friendly paid parental leave.
• Generous paid time off and holiday policies.
• Inclusive employee resource groups and diversity initiatives.
• Health‑focused perks, including mental‑health resources and wellness stipends.

Compensation, Perks & Benefits (General Overview)

arenaflex offers a competitive total rewards package designed to attract top talent:

• Base Salary: Market‑aligned compensation commensurate with experience.
• Performance Bonuses: Quarterly and annual incentive plans tied to renewal rates, adoption metrics, and team performance.
• Equity Participation: Stock options or RSUs that let you share in arenaflex’s long‑term success.
• Comprehensive Health Coverage: Medical, dental, vision, and supplemental plans.
• Retirement Savings: 401(k) with company matching.
• Professional Development: Budget for courses, certifications, conferences, and the UAV pilot certification.
• Technology Stipend: Home‑office equipment allowance and high‑speed internet reimbursement.
• Employee Referral Program: Rewards for bringing in great talent.
• Wellness & Lifestyle: Flexible PTO, wellness challenges, and virtual social events.

Why Join arenaflex?

At arenaflex, you won’t just manage a team—you’ll shape the future of how organizations capture reality. Your work will directly impact critical infrastructure projects, sustainability initiatives, and the safety of field operations worldwide. If you thrive in a fast‑moving, data‑rich environment and want to lead a high‑impact team that delivers measurable business outcomes, this is the role for you.

Ready to Make an Impact?

We welcome candidates from all backgrounds and encourage you to apply even if you don’t meet every single qualification. Your unique perspective could be exactly what we need to drive the next wave of innovation.

Apply today to become a key leader at arenaflex and help our SMB customers succeed at scale. Together, we’ll capture reality, unlock insights, and build a smarter, safer world.