At arenaflex, we're revolutionizing the digital signage industry with our cutting-edge software and exceptional customer service. Since 1992, we've been empowering organizations worldwide to create engaging experiences with ease. With a presence in over 100 countries, we're committed to helping our customers achieve their goals through our intuitive platform and dedicated support team.
We're now seeking an experienced and results-driven Head of Customer Success to join our team. As a key member of our leadership team, you'll play a vital role in driving our revenue strategy and ensuring our customers get the most out of their arenaflex experience. If you're passionate about delivering exceptional customer experiences and have a proven track record of success in customer-facing roles, we want to hear from you.
**About the Role**
As the Head of Customer Success, you'll be responsible for leading our customer success team in executing our revenue strategy to achieve our gross revenue retention goals. You'll work closely with our sales team to identify expansion opportunities and provide valuable insights to our marketing team to drive campaigns. Your expertise will be essential in creating automation to help your team scale and manage large books of business, while also ensuring all related activity is diligently logged in our CRM.
**Key Responsibilities**
* Own our customer success processes for scaled SMB and higher-touch mid-market/enterprise accounts, covering health scoring, onboarding, adoption, renewals, cancellation deflection, and training to ensure our customers get results.
* Support our sales team by identifying expansion opportunities for them and provide customer insights to the marketing team to drive campaigns.
* Create automation to help your team scale and manage large books of business and touch all of our SMB accounts.
* Become a product expert on arenaflex, understand our message, and how to position and sell arenaflex.
* Talk to customers every week to maintain a deep understanding of our key customer segments, the problems they face, and the value they get from arenaflex.
* Ensure all related activity is diligently logged in the CRM. Anyone can look at a customer's account and easily know the history within one business day of the last activity.
* Coach the customer success team, review call recordings in Jiminny, and ensure the team works according to our standards.
* Lead by example to create and maintain a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability.
* Ensure each of your team members knows their quarterly targets and has clear visibility on metrics and their respective critical numbers so they can quantitatively account for their day, week, month, quarter, and year.
* Travel 5-10% of the time to company meetings and customer sites to strengthen relationships with key customers and train Customer Success Representatives.
* Predictably forecast Gross Revenue Retention and continuously validate and improve our tactics and processes by analyzing the data we aggregate.
**Requirements**
* 5+ years of experience in customer-facing roles and multiple years of people management experience.
* You know what good scaled customer success looks like. In your career, you've managed a high volume of accounts and have experience across a range of annual contract values. You understand the differences between managing a $100 ARR account and a $75K ARR account.
* You have high standards for work, get tasks done quickly, love deadlines, appreciate the power of constraint, enjoy committing to a forecast, don't need to be followed up with, and you're a continuous learner.
* You know your way around a spreadsheet (the word "vlookup" isn't new). You know the difference between NRR and GRR, and are confident talking about SaaS metrics.
* You're a glass-half-full person, and you're practical. You roll up your sleeves and see an imperfect situation, tool, budget, etc... as an opportunity.
* You're an expert at HubSpot - this is our CRM, customer success system, marketing automation tool, etc... No, we aren't buying Gainsight.
* Talking to customers is a pleasure, not a chore. You're excited to get on a call and learn about the problems customers face and how arenaflex helps them so that you can apply what you learn to your efforts.
* Not a must-have, but bonus points for experience working with the channel/resellers.
**What We Offer**
* Total compensation package includes a base salary of $125,000, plus $50,000 in variable compensation.
* Comprehensive health and dental benefits.
* RRSP/401K matching up to 5%.
* Group profit-sharing program.
* Health spending/wellness spending ($500).
* $2,000 for learning and development.
* 20 days of vacation (pro-rated based on your start date in your first year).
**About arenaflex**
At arenaflex, we're committed to creating a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability. We believe in the importance of diversity and inclusion, and we're proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Accommodations are available on request for candidates taking part in all aspects of the selection process.
If you're passionate about delivering exceptional customer experiences and have a proven track record of success in customer-facing roles, we want to hear from you. Apply now to join our team and be a part of our mission to revolutionize the digital signage industry.
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