**Join arenaflex's dynamic team and take the lead in driving customer success and revenue growth**
As a seasoned professional in customer-facing roles and people management, you have a unique opportunity to join arenaflex, a leading provider of digital signage solutions, as our Head of Customer Success. In this fully remote position, you will be responsible for leading our customer success team in executing our revenue strategy to achieve our gross revenue retention goals. If you're passionate about delivering exceptional customer experiences, driving business growth, and leading a high-performing team, this is the perfect opportunity for you.
**About arenaflex**
arenaflex has been making digital signage easy for organizations worldwide since 1992. With a strong presence in over 100 countries, we've built a reputation for providing easy-to-use software, hundreds of professionally designed templates, and exceptional customer service. Our mission is to empower organizations to achieve their goals through effective communication and engagement.
**Mission of the Head of Customer Success**
As the Head of Customer Success, you will report directly to the Chief Revenue Officer and be accountable for leading the customer success team in executing our revenue strategy to achieve our gross revenue retention goals. Your primary focus will be on developing and implementing customer success processes that drive customer adoption, retention, and growth.
**Role Responsibilities**
As the Head of Customer Success, you will be responsible for:
* **Developing and implementing customer success processes**: Own the 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.
* **Supporting the sales team**: Identify expansion opportunities for the sales team and provide customer insights to the marketing team to drive campaigns.
* **Creating automation**: Develop automation to help the customer success team scale and manage large books of business and touch all of our SMB accounts.
* **Becoming a product expert**: Become a product expert on arenaflex, understand our message, and how to position and sell arenaflex.
* **Maintaining customer relationships**: 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.
* **Logging customer activity**: Ensure all related activity is diligently logged in the CRM, allowing anyone to easily view a customer's account history within one business day of the last activity.
* **Coaching and developing the team**: Coach the customer success team, review call recordings in Jiminny, and ensure the team works according to our standards.
* **Leading by example**: Lead by example to create and maintain a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability.
* **Forecasting and analyzing data**: Predictably forecast Gross Revenue Retention and continuously validate and improve our tactics and processes by analyzing the data we aggregate.
* **Traveling for company meetings and customer sites**: Travel 5-10% of the time to company meetings and customer sites to strengthen relationships with key customers and train Customer Success Representatives.
**Role Requirements**
To succeed in this role, you will need:
* **5+ years of experience in customer-facing roles**: You have a proven track record of delivering exceptional customer experiences and driving business growth.
* **Multiple years of people management experience**: You have experience leading high-performing teams and developing talent.
* **Knowledge of scaled customer success**: You understand what good scaled customer success looks like and have experience managing a high volume of accounts across a range of annual contract values.
* **High standards for work**: You have high standards for work, get tasks done quickly, love deadlines, appreciate the power of constraint, enjoy committing to a forecast, and don't need to be followed up with.
* **Spreadsheet skills**: You know your way around a spreadsheet and are confident talking about SaaS metrics, including NRR and GRR.
* **HubSpot expertise**: You're an expert at HubSpot, our CRM, customer success system, marketing automation tool, and more.
* **Communication skills**: Talking to customers is a pleasure, not a chore, and you're excited to get on a call and learn about the problems customers face and how arenaflex helps them.
* **Bonus points for channel/reseller experience**: While not required, experience working with the channel/resellers is a bonus.
**Total Compensation**
Our total compensation package includes:
* **Health & Dental Benefits**: Comprehensive health and dental benefits to ensure your well-being.
* **RRSP/401K Matching**: Up to 5% RRSP/401K matching to help you plan for your future.
* **Group Profit Sharing Program**: A share of our company profits to reward your hard work.
* **Health Spending/Wellness Spending**: $500 for health and wellness expenses.
* **Learning & Development**: $2000 for learning and development opportunities.
* **20 days of Vacation**: Pro-rated based on your start date in your first year, to ensure you have time to relax and recharge.
**Why join arenaflex?**
At arenaflex, we're proud to be an equal opportunity employer, practicing ethical and fair hiring processes. We strongly encourage applications from diverse backgrounds and offer accommodations on request for candidates taking part in all aspects of the selection process. If you're passionate about delivering exceptional customer experiences, driving business growth, and leading a high-performing team, we invite you to join our dynamic team and take the lead in driving customer success and revenue growth.
**Apply now!**
If this sounds like a great fit, we look forward to your application!
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