At arenaflex, we're on a mission to help build trust across the internet by providing a security and compliance automation platform that continuously monitors and collects evidence of a company's security controls, while streamlining compliance workflows end-to-end to ensure audit readiness. As a key member of our high-touch commercial customer success program, you'll play an integral part in driving customer success and growth, while embodying our core values of trust, integrity, and collaboration.
**Job Summary:**
We're seeking an experienced Customer Success Manager to join our team at arenaflex. As a Customer Success Manager, you'll be responsible for driving customer journey and customer lifetime value by building trust and acting with integrity in all relationships with customers and internally. You'll obsess customer success through proactive engagement with our customers and our data, helping to nurture, retain, and grow your customer accounts. Your competitive fire and enthusiasm will make you a tenacious and collaborative team player, working closely with arenaflex teams to achieve OKRs.
**Key Responsibilities:**
* Serve as primary point of contact and guide overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with arenaflex team and stakeholders
* Work collaboratively across pillars of CS, GTM, Operations, and arenaflex leadership teams to identify and realize value and revenue opportunities for each of our customers
* Partner with arenaflex's account executive, management, and other sales leaders to assure we continue value-selling based approach through customer journey from point of sale through expansion and renewal
* Engage daily and voraciously with our customers' and your own performance metrics and data, leveraging all available datasets to fuel more effective and efficient work and customer engagements
* Establish regular cadence meetings (weekly, monthly, quarterly, etc.) with each customer to align and realign on business objectives, KPIs, product use and product opportunities, progression of customer compliance journey, and overall compliance status
* Conduct milestone meetings between customers and arenaflex CS pillars, expanding customer relationship networks between their teams and ours (solutions architecture, compliance experts) in order to identify and drive value based on customer objectives
* Conduct QBRs with executive and C-level team members from customer orgs and arenaflex for our most strategic relationships
* Build and maintain a deep understanding of arenaflex's platform and engage with customers about the most relevant features/functionality for their specific business needs
* Become trusted advisor for customers around best practices for progressing their compliance journey with arenaflex, establishing, nurturing, and expanding relationships within each customer organization in concert with relevant arenaflex team members and stakeholders
* Leverage relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it
* Help to grow mutual accountability between arenaflex and its customers as we build product, service models, and continually improve our delivery and execution
**What You'll Bring:**
* 3+ years of experience in Customer Success Management role and 5+ years in a customer-facing role overall
* BA/BS or Equivalent
* Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.) required
* Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred
* Experience in B2B SaaS required
* Security, Compliance, and/or GRC experience strongly preferred
* Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication
* Active listener and capacity to synthesize and take action on complex dialogue and information
* Data-fueled approach to CSM work, voracious learner
* Collaborative, coachable, constructive attitude
* Embody our ethos of 'Trust'
* Demonstrable previous successes in a high-growth environment
* Resilient and adaptable to change
* High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.)
**Work Environment and Company Culture:**
At arenaflex, we're committed to creating a work environment that's inclusive, collaborative, and supportive. We believe in the importance of work-life balance and offer flexible work arrangements to ensure our employees can thrive both personally and professionally. Our company culture is built on the principles of trust, integrity, and collaboration, and we're passionate about building a team that shares these values.
**Benefits:**
* Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on-demand health care concierge
* HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)
* 100% paid short and long-term disability plus life + AD&D benefits
* Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
* Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
* 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child
* Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business-related items for your home office
* 401K: Reach your financial goals while reducing your taxes
**Compensation:**
This role will receive a competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable range of On-Target Earnings (OTE) for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected OTE ranges for this role are set forth below, subject to change.
Tier 1: $119,000 - $147,000
Tier 2: $107,100 - $132,300
Tier 3: $95,200 - $117,600
**Why Join arenaflex?**
At arenaflex, we're passionate about building a team that's dedicated to helping our customers achieve their goals and build trust across the internet. We're committed to creating a work environment that's inclusive, collaborative, and supportive, and we're excited about the opportunity to welcome talented individuals like you to our team. If you're passionate about customer success, security, and compliance, and you're looking for a challenging and rewarding role that offers opportunities for growth and development, we encourage you to apply.
**How to Apply:**
If you're excited about the opportunity to join our team and drive customer success at arenaflex, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
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