Director of Customer Success Management – Unlocking Customer Success at arenaflex

At arenaflex, we're revolutionizing the financial data industry with our cutting-edge API platform for payroll account access. Our technology streamlines income and employment verification, direct deposit switching, and more—eliminating outdated processes and unlocking greater financial opportunities. Backed by $30M from top investors like Kleiner Perkins and NYCA, we're disrupting a $2B legacy market with innovative solutions and a customer-first approach. Our leadership team brings expertise from industry giants like Apple, Carta, Venmo, MX, and Okta, driving the future of financial data access. We're seeking a seasoned Director of Customer Success Management to lead and scale our Customer Success function. In this high-visibility leadership role, you'll oversee a team of Customer Success Managers, driving strategy, execution, and customer outcomes across mid-market and enterprise portfolios. You'll serve as a trusted advisor to executives at our client organizations while coaching your team to deliver world-class onboarding, adoption, and retention experiences.

What You'll Do

As the Director of Customer Success Management, you'll be responsible for:

• Building, leading, and mentoring a high-performing team of Customer Success Managers
• Executing the Customer Success strategy aligned with company goals
• Establishing and executing on playbooks for customers onboarding, adoption, renewals, and expansions
• Overseeing the customer lifecycle across mid-market and enterprise accounts, ensuring retention, growth, and long-term advocacy
• Partnering with Sales, Product, and Support to deliver seamless experiences
• Conducting executive business reviews and acting as an escalation point for key customers
• Driving renewal strategy and expansion opportunities in collaboration with Sales
• Owning customer health metrics and forecasting churn and renewal risk
• Aligning CSM efforts with revenue goals, including upsell and cross-sell initiatives
• Implementing systems, KPIs, and analytics to measure customer health and team performance
• Unblocking customer issues and driving QBR's and expansion efforts
• Optimizing processes and tools to scale Customer Success efficiently

Who You Are

We're looking for a seasoned professional with:

• 7+ years of experience in Customer Success, Account Management, or related functions within B2B SaaS or fintech
• 3+ years of people management, successfully building and scaling success or post-sales functions
• A track record of driving measurable improvements in usage, customer retention, expansion, and satisfaction
• Ability to execute at a hyper-growth environment with relationship-building skills, presentation skills, and excellent communication
• Experience working with mid-market and enterprise accounts ($100K+ ARR)
• Background in fintech, lending, payroll, or data APIs strongly preferred
• Bachelor's degree in Business, Engineering, or a related field

Success Metrics

As the Director of Customer Success Management, you'll be measured on:

• Net Revenue Retention (NRR) across portfolio
• Churn and downsell rates
• Product adoption and usage metrics
• Time-to-value for new customers
• Customer Satisfaction (CSAT/NPS) scores
• CSM team performance and employee engagement

Compensation & Benefits

We offer

• Fully remote work environment
• Competitive salary and equity package
• Health, dental, and vision insurance
• 401(k)
• Flexible time off
• Work with cutting-edge technology and innovative customers
• Opportunity to shape the future of financial data access

Additional Information

arenaflex is an equal-opportunity employer committed to diversity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status. If you're a seasoned professional with a passion for Customer Success and a drive to innovate, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job