Experienced Digital Customer Success Partner – Collaborative Learning and Employee Growth

At arenaflex, we're revolutionizing the way companies upskill from within by empowering their experts to become champions for employee, customer, and partner growth. As a key member of our Customer Success Team, you'll play a vital role in supporting our clients in their digital training strategy through our innovative 360Learning platform. If you're passionate about collaborative learning, employee growth, and customer success, we invite you to join our dynamic team as an Experienced Digital Customer Success Partner.

About arenaflex

arenaflex is a leading provider of collaborative learning solutions, empowering companies to upskill from within and accelerate employee growth. With our LMS for collaborative learning, Learning & Development teams can onboard and upskill employees, train customer-facing teams, and enable customers and partners – all from one place. arenaflex powers the future of work at 1,700 organizations, with a global footprint that celebrates diversity, connectedness, and inclusion.

Your Role and Responsibilities

As an Experienced Digital Customer Success Partner, you'll be responsible for leading the setup and support for clients across our North American markets during the launch of their new collaborative learning software. Your primary goals will be to:

• Ensure the renewal of contracts through the coordination of different resources (technical, educational, etc.)
• Ensure the business impact of our solution is in line with the clients' business objectives
• Work closely with the North American Account Management team to ensure client KPIs are met
• Create and develop processes, reporting, and communication to handle a one-to-many approach

Key Performance Indicators (KPIs)

Within the first month, you'll be expected to:

• Master our product and Convexity corporate culture
• Familiarize yourself with the processes and tools used by our Customer Success (CS) team
• Participate in your first customer meetings with other Customer Success Managers from our team

Within the second month, you'll be expected to:

• Host your first meetings with customers and get feedback from your peers
• Start new projects with new clients
• Participate in regular Discovery Meetings with customers to identify the features that will impact your customers' success

Within the fourth month, you'll be expected to:

• Define the learning transformation roadmap with the client and identify the resources needed to achieve them
• Activate and build a digital strategy for your book of business spanning North America, including outbound campaigns, inbound ticket management, and hosting webinars
• Define planning of the initiatives on the solution
• Identify and document customer use-cases
• Develop a relationship of trust between the client and arenaflex, particularly by having direct contact with top management teams
• Work with the Account Managers to identify new project opportunities to grow your book of business

Within the twelfth month, you'll be expected to:

• Reduce churn by identifying customers at risk and implementing an action plan
• Identify and record in our CRM SFDC strong leaders within the client's team
• Develop and share good business practices with the entire Client Success Team

The Ideal Candidate

We're looking for a highly motivated and experienced Customer Success professional who is passionate about collaborative learning and employee growth. The ideal candidate will have:

• At least 1-1.5 years of experience in a Customer Success position, ideally in the SaaS industry
• Experience managing a large book of business consisting mostly of SMB clients (100+ clients)
• A proactive approach to client management
• A preference for working in a results-oriented culture
• The ability to express ideas through data in a clear and concise manner, both in writing and orally
• A strong interest in the digital industry, education, and e-learning
• Enthusiasm for our working environment, which can be found here: https://bit.ly/Convexity_360L

What We Offer

As an Experienced Digital Customer Success Partner at arenaflex, you'll enjoy a comprehensive compensation package that includes:

• Pay structure with base salary, variable incentive pay, and company equity
• Comprehensive health insurance starting your first day of employment
• RRSP contribution matching
• Generous parental leave
• Professional development opportunities through our own platform

You'll also enjoy a flexible work environment that includes:

• Unlimited days of annual PTO
• 5 days for sick leave
• Holiday time in accordance with the Ontario Holiday Calendar
• We're a remote-first organization, promoting flexible work hours

Diversity, Equity, and Inclusion

arenaflex is committed to creating a diverse, equitable, and inclusive workplace. We have 6 active ERGs, including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group's activities and providing a quick path to impact.

Corporate Social Responsibility

We're proud to be an equal opportunity workplace, committed to continuing this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!

Interview Process

Our interview process includes:

• Phone Screen with our Talent Acquisition Manager
• Discovery Interview with the Hiring Coach (Director of Customer Success)
• Case Study with CS Team Leadership
• Clarification Meeting with a fellow Customer Success Manager
• Culture Interview with the Cross-Functional Team Leader
• References & Offer!

Additional Information

If you're passionate about collaborative learning, employee growth, and customer success, we invite you to join our dynamic team as an Experienced Digital Customer Success Partner. Get ready to learn from and with us! Apply to this Job Apply for this job