Experienced Director of Customer Success – Drive Long-Term Success for arenaflex Customers
At arenaflex, we're on a mission to revolutionize the way companies manage their specifications, and we're looking for a seasoned Director of Customer Success to join our team. As a key player in our customer success function, you'll be responsible for driving long-term success for our customers, reducing churn, and surfacing expansion opportunities. If you're passionate about delivering exceptional customer outcomes and confident in managing both technical and strategic conversations, we want to hear from you.
About arenaflex
arenaflex is the first purpose-built, patented platform for Specification Management. Our innovative solution helps companies digitize, map, and take action across their supply chain to reduce costs, increase profitability, and drive sustainability. We serve customers across various industries, including packaging, food and beverage, consumer packaged goods, pharmaceutical, retail, industrials, and more. Recognized as a leader in Specification Management, arenaflex has been named to the Deloitte Fast Technology 500 list in 2024, one of Fast Company's Most Innovative Companies for 2023, and has received numerous awards for our cutting-edge technology and commitment to customer success.
About the Role
As our Director of Customer Success, you'll play a critical part in building and leading a high-performing team of Customer Success Managers (CSMs). Your primary responsibilities will include:
* Leading, motivating, and developing a team of CSMs to drive customer success and growth
* Enabling team members to successfully manage, renew, and grow a portfolio of accounts
* Leading, managing, and executing renewal and software expansion strategies across your portfolio, partnering with Account Executive, Account Managers, Professional Services, and Sales Operations
* Developing a robust playbook that can be leveraged by CSMs and other GTM teams
* Helping team members with professional development and career pathing
* Leveraging domain thought leadership to help drive business value
* Partnering with our account teams to position and sell value-added services across the portfolio
* Reviewing and evaluating current internal business processes and assessing the need to update or change them to improve the quality of service or create efficiency
* Executing robust, data-rich Quarterly Business Reviews
* Executing timely weekly and/or monthly customer check-ins
* Supporting ROI and Value Engineering customer engagements
* Maintaining accurate customer health dashboards and reports
* Managing account escalations
* Ensuring that renewal forecasts are accurate and timely
About You
We're looking for a seasoned professional with a passion for delivering exceptional customer outcomes and a bias for action. If you have:
* 3+ years of experience in people management
* 5+ years of experience in customer success
* Experience in manufacturing, consumer goods, packaging, or supply chain preferred
* A deep understanding of product capabilities and how they align to business value
* A proven track record of standing up the right technologies to enable your team (e.g., Customer Success platforms like Gainsight, ChurnZero, etc.)
* A commitment to transparency and the success of our customers and teammates
* A willingness to travel up to 40% of the time
* A passion for diversity of thought, approach, and opinion
Compensation and Benefits
As a valued member of our team, you can expect:
* Competitive salary commensurate with experience
* Equity participation
* Full benefits package that includes health, life, dental, 401k, and more
Location
Our office is located in Chicago, IL, and we're open to remote work arrangements.
How to Apply
If you're ready to join a dynamic team and drive long-term success for arenaflex customers, please apply now. We can't wait to hear from you!
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Join Our Team
At arenaflex, we're passionate about delivering exceptional customer outcomes and driving long-term success for our customers. If you share our vision and values, we want to hear from you.
Apply Now
Apply for the job now!
Learn More
Want to learn more about arenaflex and our mission? Visit our website to discover how we're revolutionizing Specification Management and driving business success for our customers.
arenaflex.com
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