Experienced Customer Success Lead – Real Estate Decarbonization and Sustainability

At arenaflex, we're revolutionizing the commercial real estate industry by providing a cutting-edge software platform for world-class real estate decarbonization. Our mission is to take the real estate industry into the climate action era, and we're seeking a seasoned Customer Success Lead to join our team. As a key member of our growing organization, you'll play a pivotal role in building and heading our best-in-class customer success program, ensuring that our enterprise real estate customers derive maximum value from our platform.

About arenaflex

arenaflex is a rapidly growing startup that's making a significant impact in the climate and real estate technology space. We're proud to be the fastest-growing startup in our category, with world-class partners and investors, including Y Combinator, Google, the U.S. Department of Energy, Stanford University, and Fifth Wall. Our team members come from top organizations in their sectors, including OMERS, Goldman Sachs, Faire, One Medical, Google, and Bain. We're a lean, growing, and high-performing team that works hard and is passionate about the climate problems we're working on.

The Role

As arenaflex's Customer Success Lead, you'll own the end-to-end experience for our enterprise real estate customers. You'll be responsible for ensuring that our customers derive maximum value from our platform by overseeing the customer journey, working with our Customer Success team to address customer needs, and driving our platform's integration with quantitative reporting processes. Your role is crucial in ensuring customer satisfaction, retention, and growth.

Key Responsibilities

• Customer Relationship Ownership: Serve as the primary point of contact for our enterprise customers and own their end-to-end experience with arenaflex platform. Proactively engage with customers to understand their needs, customer goals, and opportunities for expansion.

• Quality Assurance Management: Lead the customer success and data quality assurance teams in ensuring proactive anomaly checking and remediation in order to drive a 10/10 data quality assurance process.
• Driving Customer Onboarding: Manage the Customer Success team to onboard new customers onto the arenaflex platform, ensuring a smooth transition to arenaflex and providing training on our product. Improve our best-in-class onboarding program to increase speed of value creation, and support customers in driving adoption among team members.
• Quantitative Reporting: Own customer processes with platform-integrated sustainability reporting, such as GRESB, TCFD, CDP, etc. Enable customers to integrate data and utilize the arenaflex platform for these reporting processes, and track & relay customer experience feedback to arenaflex's product team to improve the platform over time.
• Owning Customer Metrics: Such as time to onboarding completion, number of properties on arenaflex, user metrics, and other critical measures of customer success.
• Owning and Improving Customer NPS: Deliver customer value to improve NPS and ensure customer retention, tailoring customer use of the platform to their unique goals and objectives.
• Cross-Functional / GTM Collaboration: Work closely with sales, product, and engineering teams to manage customer deliverables such as pilots and demos.
• Customer Advocacy: Serve as the voice of the customer within arenaflex, advocating for customer needs and collaborating with product and engineering teams to drive improvements.
• Retention and Growth: Develop strategies to ensure customer retention and identify opportunities for account growth and upsell.

Impact

In this role, you will achieve the following key accomplishments in your first 12-18 months:

• Establish and maintain strong relationships with enterprise customers, leading to high customer satisfaction and retention rates.
• Lead and scale arenaflex's customer success team to deliver consistent, high-quality support to all customers.
• Enable customer integration with arenaflex for quantitative reporting processes that drive annual sustainability and financial compliance for customers.
• Increase customer onboarding speed, customer NPS, and other critical customer metrics by building upon arenaflex's in-platform onboarding program.
• Manage delivery of critical customer pilots to help driving closing of new customers.
• Drive successful customer renewals and identify opportunities for expansion within existing accounts.

Qualifications

• 5+ years of experience in customer success, account management, or a related field, with specifically 2+ years of experience working with customers on climate / sustainability reporting.

• Real estate / buildings experience: Familiarity with building energy benchmarking, real estate reporting metrics, and / or other energy-related experience.
• Quantitative Skills: Strong analytical skills with the ability to create, manage, and interpret complex reports and data sets, with high attention to detail that leads to 100% data accuracy for arenaflex customers.
• Customer-centric relationship management: Proven track record of building and maintaining strong client / customer relationships, providing strategic guidance to customers, and owning customer processes.
• Leadership background: Proven experience leading and managing a customer success team or similar role.
• Communication Skills: Exceptionally strong written and verbal communication skills; strong translator between different audiences. Other spoken languages is a plus.
• Process-Oriented: Ability to design, implement, and optimize customer success processes.
• Regulatory Knowledge: Familiarity with regulatory environments related to real estate or sustainability is a plus.
• Team Player: Commitment to the team's success and collaborative working style.

Logistics

• Work Authorization: Authorization to work in the United States or Canada is required.

• Location: While this is a primarily remote role, we generally hire out of 3 hubs—San Francisco, New York and Toronto—so being located in or near one of these cities is preferred.
• Compensation: This role is currently set at a salary range of ~$110,000-140,000.

What we offer

We are a lean, growing, and high-performing team that works hard and is passionate about the climate problems we're working on. At arenaflex, we promise:

• Fast-growing startup experience: You will be responsible for foundational work that will have a significant impact on decarbonizing the commercial real estate industry.
• Competitive compensation and founding startup equity.
• Work with the best: Our team members come from top organizations in their sectors, including OMERS, Goldman Sachs, Faire, One Medical, Google, and Bain.
• Remote work with flexible hours: We focus on results rather than the clock.

If you thrive on owning customer relationships and processes that ensure our clients achieve their sustainability goals, we invite you to join our team as a Customer Success Lead at arenaflex. Apply now to embark on this journey with us.

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