Director Customer Success and Account Management – Drive Growth and Customer Satisfaction at arenaflex
At arenaflex, we're revolutionizing the hiring process with our innovative Meeting Optimization Engine and flagship solution, Hire. As a Director of Customer Success and Account Management, you'll play a pivotal role in ensuring our customers achieve better outcomes from their hiring process. If you're a seasoned professional with a passion for building strong relationships, driving growth, and delivering exceptional customer experiences, we want to hear from you.
About arenaflex
arenaflex empowers individuals and organizations to achieve better outcomes from their hiring process. Our platform automates scheduling, ensures the right participants are involved, and delivers actionable insights to foster more effective interviews. With a strong focus on innovation and customer satisfaction, we're trusted by over 300 leading companies, including Spotify, Slack, Pinterest, Okta, HubSpot, and HelloFresh.
Our Culture of Entrepreneurship
At arenaflex, we're built on three pillars: autonomy, accountability, and collaboration. As a teammate, you'll need to rely on and embody these traits, own your role, and balance autonomy with company alignment. We're a remote-first culture, with fully paid annual company get-togethers for all teammates. We're committed to ensuring a safe and inclusive workplace, and we're proud to support and be an ally to the BIPOC community, LGBTQ+ community, women, veterans, and those recovering from the various effects of the pandemic.
Key Areas of Responsibility
As a Director of Customer Success and Account Management, you'll work closely with Marketing, Customer Success Manager, Finance, Legal, and Product to minimize attrition and maximize growth potential. Your key areas of responsibility will include:
- Building strong relationships with leadership teams and getting buy-in
- Proactively identifying potential attrition risks during the term of the contract and engaging with customers and internal stakeholders to minimize or mitigate these risks
- Providing accurate 90-day rolling forecasts for assigned renewals through accurate maintenance of renewal opportunities and upsell opportunities
- Leveraging existing processes and reporting to lead the creation of new methods for early identification of potential attrition to drive early engagement
- Creating replacement contracts (renewals, upsells, downsells) and detailed quotes with approvals
- Providing CS department with regular status updates and accurate visibility to forecasted attrition and growth, and escalating as needed for support
- Providing guidance to the extended team on optimal resolutions for addressing common renewal, growth, contract issues
- Maintaining renewal opportunities and associated data as needed to ensure accuracy
- Managing a high volume of engagements concurrently
- Maintaining a strong level understanding of the arenaflex Hiring platform value (product and ROI opportunities, as it relates to the industry) to identify new opportunities for growth and/or to close the opportunities surfaced by CSMs
- Working cross-functionally to deliver an incredible customer experience
Who You Are
We're looking for a seasoned professional with:
- 7+ years of experience and demonstrated success in a Sales, Renewals, or Account Management capacity with a strong focus on negotiating transactions and resolving contractual issues
- 3+ years successfully leading a team of Account Managers and/or Customer Success Managers
- Bachelor's degree or equivalent experience
- High level of proficiency in Salesforce and Excel
- Experience with a Customer Success Platform (Gainsight, Strikedeck, other)
- Proven track record of quota attainment
- Excellent communication, presentation, and interpersonal skills
- Excellent customer management and negotiation skills
- Strong analytical background with proven problem-solving skills
- Capable of explaining complex situations clearly and credibly across all functions and levels of the organization
- Adept at building strong networks and relationships
- Strong self-starter that thrives in a dynamic, fast-paced, small team environment that is capable and willing to wear multiple hats
- Proven ability to work at a detailed level with multiple cross-functional internal stakeholders as well as the customer to build a business case and drive consensus
- Recruiting ATS and/or HR Technology experience a bonus
What to Know
This role involves typical office activities like sitting, using a computer, attending virtual meetings, etc. We're committed to ensuring a safe and inclusive workplace. If you need accommodation to perform the essential functions of this job, please let us know, and we'll work together to assess what can be provided.
Benefits/Perks
* Remote first culture, with fully paid annual company get-togethers for all teammates
- Health, Dental, and Short-term Disability plans, with generous employer contribution
- Paid Parental Leave (including adoption placement)
- Flexible time off
- $500 home office subsidy
- Up to $500 towards self-selected learning and development
- Pre-IPO Stock Options
Remote in United States Only
Please note that no 3rd Party Agency/Recruiters will be considered. If you're a motivated and results-driven professional with a passion for customer success and account management, we want to hear from you. Apply now to join our team at arenaflex and be a part of our mission to revolutionize the hiring process. Apply to this job Apply for this job