At arenaflex, we're revolutionizing the way organizations connect with their audiences through innovative digital signage solutions. Since 1992, we've been empowering businesses worldwide to create engaging experiences with our easy-to-use software, 100s of professionally designed templates, and exceptional customer service. We're now seeking a seasoned leader to join our team as the Head of Customer Success, driving our revenue growth and customer satisfaction to new heights.
**Mission of the Head of Customer Success**
Reporting directly to the Chief Revenue Officer, the Head of Customer Success will be responsible for leading our customer success team in executing our revenue strategy to achieve our gross revenue retention goals. This role requires a strategic thinker with a passion for delivering exceptional customer experiences, driving revenue growth, and fostering a culture of trust, candor, and transparency.
**Key Responsibilities**
As the Head of Customer Success, you will:
* Own and refine our customer success processes for scaled SMB and higher-touch mid-market/enterprise accounts, ensuring seamless onboarding, adoption, renewals, cancellation deflection, and training to maximize customer results.
* Collaborate with our sales team to identify expansion opportunities and provide valuable customer insights to inform marketing campaigns.
* Develop automation solutions to help your team scale and manage large books of business, while maintaining a personal touch with all SMB accounts.
* Become a product expert on arenaflex's digital signage solutions, understanding our unique value proposition and how to effectively position and sell our offerings.
* Engage in regular customer conversations to stay attuned to their needs, challenges, and successes, applying this knowledge to inform your customer success strategies.
* Ensure all customer interactions are diligently logged in our CRM, providing a clear and transparent history of customer engagement.
* Coach and mentor the customer success team, reviewing call recordings, and enforcing our high standards for performance and accountability.
* Foster a culture of trust, candor, and transparency, empowering team members to take ownership of their targets, metrics, and critical numbers.
* Travel 5-10% of the time to attend company meetings, customer sites, and training sessions, strengthening relationships with key customers and developing our customer success representatives.
* Predictably forecast gross revenue retention and continuously validate and improve our tactics and processes by analyzing aggregated data.
**Requirements and Qualifications**
To succeed in this role, you will need:
* 5+ years of experience in customer-facing roles, with multiple years of people management experience.
* A deep understanding of what drives good scaled customer success, including experience managing high volumes of accounts across various annual contract values.
* High standards for work, a love for deadlines, and a commitment to continuous learning.
* Proficiency in spreadsheet management, including a strong understanding of SaaS metrics, such as NRR and GRR.
* Expertise in HubSpot, our CRM, customer success system, and marketing automation tool.
* A passion for customer conversations, with the ability to extract valuable insights and apply them to your efforts.
* Experience working with the channel or resellers is a plus.
**Total Compensation Package**
At arenaflex, we offer a comprehensive compensation package, including:
* A competitive base salary of $125,000, with an additional $50,000 in variable compensation.
* Health and dental benefits, as well as RRSP/401K matching up to 5%.
* A group profit-sharing program and a health spending/wellness spending account of $500.
* A dedicated budget for learning and development, including $2,000 for professional growth.
* 20 days of vacation, pro-rated based on your start date in your first year.
**Why Join arenaflex?**
At arenaflex, we're committed to creating a workplace that values diversity, equity, and inclusion. We're proud to be an equal opportunity employer, and we strongly encourage applications from diverse backgrounds. We offer a dynamic and supportive work environment, with opportunities for growth, learning, and professional development.
If you're a seasoned customer success leader with a passion for driving revenue growth and customer satisfaction, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and help us revolutionize the way organizations connect with their audiences through innovative digital signage solutions.
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