Experienced Strategic Customer Success Manager – Fortune 50-100 Account Management
At arenaflex, we're revolutionizing the way teams create and share content. Our vision is to make great writing accessible to everyone, and we're looking for a talented Strategic Customer Success Manager to help our Fortune 50-100 customers achieve success with our platform. As a Strategic Customer Success Manager at arenaflex, you'll be part of a high-performing team that's passionate about delivering exceptional customer experiences. You'll work closely with our Director of Customer Success and other customer success managers to build a world-class customer success organization that drives growth, adoption, and retention.
About arenaflex
arenaflex is a cutting-edge technology company that's changing the way teams collaborate and create content. Our platform is designed to help teams of all sizes create high-quality content at scale, and we're committed to making great writing accessible to everyone. With a strong focus on innovation, customer satisfaction, and employee well-being, arenaflex is a great place to grow your career and make a meaningful impact.
Your Responsibilities
As a Strategic Customer Success Manager at arenaflex, you'll be responsible for:
- Acting as the single point-person for customers, creating, owning, and driving their overall success plan
- Developing expertise as an advisor of best practices in developing on-brand content at scale
- Meticulously project managing programs that will help customers drive adoption, business value, and renew usage of arenaflex
- Owning the full customer renewal process, including forecasting, negotiating, and proposal creating
- Being accountable to Gross and net dollar retention rate targets for your customers
- Working collaboratively with Sales and introducing opportunities for revenue growth, cross-sell, and upsell
- Developing new and existing relationships across your customers to ensure we've strengthened our partnership and created new advocates across the customer's organization
- Producing and then "processifying" decks, Looms, and emails that help your customers onboard, adopt, and renew usage of arenaflex at scale
- Collecting and sharing insights that help Product identify both scalable and unscalable ways to educate and activate the user base on the product
- Analyzing product usage data to provide deeper insights to customer champions and smarter understanding of customer adoption and value opportunities
Is this you?
We're looking for a seasoned customer success professional with:
- 7+ years of experience in a CSM role focused on Fortune 50-100 accounts
- Experience delivering high-touch, white-glove service to large, key accounts
- Experience carrying and regularly exceeding a GRR and NRR target, including full ownership of the Renewal
- Experience in deepening adoption within a team as well as introducing a product across many teams in an organization
- Experience managing and building relationships across multiple stakeholder levels, including C-Level
- Experience in the art of Change management, knowing how to motivate, unblock, and overcome barriers to large, transformational change
- An ability to make the complex simple
- Knowledge of editorial processes or working with Content marketing, Technical writing, or UX teams a real plus
- Experience managing or owning large-scale deployments is a real plus
And:
- Proactive communication skills, both sync and async
- Intrinsically motivated: you set the highest possible bar for what you build, write, ship
- Incredibly curious and an active listener
- A great presenter
- A genuine leader
- A connection to our mission of Great writing for everyone
- A natural affinity to our values of Connect, Challenge, Own
Benefits & Perks (US Full-time employees)
At arenaflex, we offer a comprehensive benefits package that includes:
- Generous PTO, plus company holidays
- Medical, dental, and vision coverage for you and your family
- Paid parental leave for all parents (12 weeks)
- Fertility and family planning support
- Early-detection cancer testing through Galleri
- Flexible spending account and dependent FSA options
- Health savings account for eligible plans with company contribution
- Annual work-life stipends for:
+ Home office setup, cell phone, internet + Wellness stipend for gym, massage/chiropractor, personal training, etc. + Learning and development stipend
- Company-wide off-sites and team off-sites
- Competitive compensation, company stock options, and 401k
Why join arenaflex?
At arenaflex, we're passionate about creating a workplace that's inclusive, supportive, and empowering. We believe in:
- Diversity, equity, and inclusion: we're committed to creating a workplace that's welcoming to everyone
- Employee well-being: we offer a comprehensive benefits package that supports your physical, mental, and financial well-being
- Career growth and development: we're committed to helping you grow your skills and advance your career
- Innovation and creativity: we encourage experimentation, creativity, and innovation in everything we do
- Community involvement: we're committed to giving back to our community and making a positive impact
How to apply
If you're a motivated and experienced customer success professional who's passionate about delivering exceptional customer experiences, we'd love to hear from you. Please submit your application on our website, and we'll be in touch to discuss your qualifications further. Apply to this Job Apply for this job