Experienced Customer Success Associate – Poland Office
At arenaflex, we're on a mission to revolutionize the way businesses approach audit, risk, ESG, and InfoSec. With a growing customer base of over 50% of the Fortune 500, including 7 of the Fortune 10, we're proud to be the leading platform on the market. Our customers love us, and we're top-rated on G2.com and Gartner Peer Insights. As a Customer Success Associate at arenaflex, you'll play a critical role in delivering value at scale to our customers. You'll manage a large book of SaaS customers using digital engagement, automation, and data-driven strategies. This role focuses on ensuring product adoption, driving retention, and uncovering growth opportunities while maximizing efficiency and customer experience.
Why Join arenaflex?
At arenaflex, we inspire each other to innovate and are proud of what we're producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We're all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers.
Key Responsibilities:
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Account Management:
+ Manage a high volume of customers using one-to-many communication strategies + Segment accounts and tailor engagement based on lifecycle stage and product usage + Maintain visibility into portfolio health via CRM/CS tools
Renewals and Retention:
+ Monitor churn risk through behavioral signals and health scores + Deploy automated renewal readiness campaigns and escalation workflows + Coordinate with Sales/Renewals on scaled renewal plays and messaging
Upsell / Expansion:
+ Identify product-qualified leads (PQLs) and usage-based expansion opportunities + Trigger in-app messages, emails, or nurture campaigns to promote expansion + Collaborate with Sales to transition qualified opportunities
Customer Support Escalation:
+ Guide customers to the right support resources (self-serve or live) + Triage and route issues when automation fails, escalating critical items as needed + Surface common support themes to improve FAQs and content
Product Adoption:
+ Build and launch onboarding journeys and adoption campaigns at scale + Monitor usage metrics and proactively engage underutilizing accounts + Leverage in-app guides, videos, and webinars to drive feature adoption
Relationship Management:
+ Cultivate digital relationships through community engagement, newsletters, and events + Respond to customer inquiries and feedback via email, surveys, or webinars + Collect and act on sentiment and Voice of Customer (VoC) data
Process and Operational Improvement:
+ Identify ways to improve lifecycle automation, segmentation logic, and engagement flows + Work with CS Ops to optimize systems, playbooks, and reporting + Contribute to process documentation and customer journey mapping
Internal Collaboration:
+ Partner with Product and Marketing to align campaigns and messaging + Share customer insights to influence roadmap and content priorities + Collaborate with CS Ops on playbook triggers and system improvements
Metrics and Reporting:
+ Partner with CX team on scaled CS KPIs: email open rates, campaign engagement, adoption lifts + Maintain accurate data in CRM and CS platforms (e.g., Gainsight) + Use insights to iterate on customer programs and journeys with CX team
Attributes for a Successful Candidate:
* 2+ years of experience in a customer-facing capacity
- 1+ years program management experience
- Ability to leverage digital tools (Gainsight, ChurnZero, HubSpot, etc.)
- Analytical mindset — comfort with data-driven decision-making
- Analytical Skills: Strong analytical, organizational, and data analysis skills; able to identify trends and summarize insights
- Excellent written communication and content creation skills (playbooks, email campaigns)
- Knowledge of customer segmentation and lifecycle journeys
- Technical Proficiency: Experience with Salesforce CRM, Gainsight, Google Business Suite, MS Office, PowerBI, and/or other data visualization tools is highly preferred
- Autonomous Worker: Ability to work independently and proactively with minimal direction
- Adaptable to an agile and remote working environment
- Multi-lingual: German, Spanish strongly preferred
Our Company Values:
* Customer obsession: Apply relentless focus on listening to and understanding customers as the core of everything we do
- Win, together: Drive to be the best while supporting each other's success
- Gritty resilience: Thrive in a fast-paced and dynamic environment, balancing immediate priorities with big-picture strategic goals
- Personal improvement: Stay eager to share insights, seek feedback, and continuously learn
- Constant innovation: Challenge the status quo and drive improvements
Perks:
* Launch a career at one of the fastest-growing SaaS companies in North America!
- Live your best life (LYBL)! $200/mo for anything that enhances your life
- Remote and hybrid work options, plus lunch in the Cerritos office
- Comprehensive employee health coverage (all locations)
- 401K with match (US) or pension with match (UK)
- Competitive compensation & bonus program
- Flexible Vacation (US exempt & CA) or 25 days (UK)
- Time off for your birthday & volunteering
- Employee resource groups
- Opportunities for team and company-wide get-togethers!
How to Apply:
If you're passionate about delivering exceptional customer experiences and driving business growth, we'd love to hear from you! Apply now to join our team as a Customer Success Associate at arenaflex. Apply for this job