Join arenaflex: Empowering the Data-Enabled Future
Welcome to arenaflex – where we believe that data is the cornerstone of modern business transformation. In today's rapidly evolving digital landscape, organizations that harness the power of their data effectively gain a decisive competitive advantage. At arenaflex, we exist to make that transformation possible for enterprises across industries.
arenaflex is a growing Microsoft top-tier partner specializing in data management solutions, with particular expertise in Master Data Management (MDM). We help organizations unify, govern, and leverage their most critical business data – the foundation upon which informed decisions, operational excellence, and innovation are built. As we continue to expand our customer base and deepen our market presence, we're seeking an experienced Enterprise Customer Success Manager to join our dynamic Customer Success team.
This is a unique opportunity to play a pivotal role in shaping how enterprises realize the full potential of their data investments. You'll be the trusted advisor guiding our customers through their data journey, ensuring they achieve measurable business outcomes while driving customer retention, satisfaction, and platform expansion.
Why We Exist: Our Mission
In a world where data drives decisions, opportunity, and innovation, the importance of trusted data simply cannot be overstated. arenaflex exists to empower the possibilities of the data-enabled future. We believe that every organization deserves access to clean, reliable, and well-governed master data – and we're passionate about making that a reality.
Our Master Data Management platform serves as the backbone for enterprise data strategy, enabling organizations to break down silos, ensure data quality, and create a single source of truth across the entire business. When our customers succeed, they unlock new levels of operational efficiency, customer insight, and strategic growth. That's what motivates us every day.
The Role: Enterprise Customer Success Manager
Reporting to our Vice President of Customer Success, the Customer Success Manager will be responsible for helping existing customers maximize their usage of arenaflex's Master Data Management (MDM) Platform. Your efforts will directly impact customer retention, expanded deployments, and create enthusiastic advocates who promote arenaflex within their networks.
In coordination with various value-added resellers (VARs), you will manage approximately 50-60 enterprise software accounts spanning different customer segments (strategic, develop, sustain), different points in their customer journey, and various license models (SaaS, subscription, and perpetual) with deployment options including SaaS, Platform-as-a-Service within the customer's cloud tenant, IaaS within the customer's cloud tenant, and on-premise. Your accounts will span multiple industries, offering rich diversity in challenges and opportunities.
What You'll Accomplish: Key Performance Objectives
Objective #1: Platform Adoption
You will work across arenaflex teams, functions, and our VAR partners to ensure that both new and existing customers are leveraging arenaflex to deliver tangible business value: increased revenue, decreased cost, or decreased risk.
- New Customers: Engage with day-1 customers as their dedicated advocate to ensure that project planning, kick-off, requirements documentation, implementation, and go-live remain on track. While not directly responsible for delivering those actions, you will ensure that cross-functional teams are tracking progress and alert leadership to potential risks or delays.
- Existing Customers: Prioritized by customer segment, ensure existing customers are optimally utilizing the arenaflex platform to realize maximum benefit from their partnership with us. Leverage support, professional services, partners, and leadership to ensure continued value delivery as customers navigate their data journey.
Objective #2: Retention & Renewals
By ensuring customers are realizing tangible results through platform adoption, each quarter you will exceed 95% gross retention of annual recurring revenue that is up for renewal.
- Manage Business Critical Escalations: In software, challenges will inevitably occur. When new or existing customers experience major challenges with their deployment, serve as the quarterback to bring in the right resources, assess the situation, develop mitigation plans, and ensure those plans are executed to resolution.
- Proactively Identify and Mitigate Risk: Through thorough understanding of implementation/adoption status and solution significance within your assigned accounts, leverage cross-functional teams to help struggling customers realize their data management goals before issues escalate.
Objective #3: Customer Satisfaction
Your cross-functional coordination of arenaflex, partner, and customer resources to ensure value realization will create enthusiastic customers who will readily promote arenaflex to colleagues and peers.
- Become the Trusted Advisor: Guide customers to achieving business outcomes that matter to their organization. As the arenaflex Customer Success Manager, you are not expected to know every answer or carry out every action independently – you are expected to leverage your peers, cross-functional teams, and arenaflex VARs to meet customer expectations throughout their journey.
- Enable Data Heroes: Enable key stakeholders and executive sponsors within our customers to become "Data Heroes" within their own organizations. By being the reliable go-to person to align cross-functional teams both within arenaflex and within your accounts, you will enable customers to unleash the power of their own data.
Objective #4: Expansion
Building upon adoption, identify additional use cases for the arenaflex platform that result in platform expansion or conversion to SaaS.
- Understand Use Cases and Value Drivers: Armed with a fundamental understanding of core business operations across several industries, leverage documented customer results and case studies to actively promote additional arenaflex use cases among your accounts.
- Leverage Thought Leaders and Executives: Recognize high-potential or high-risk accounts and engage cross-functional resources to develop engagement plans that gain access to customer executives and align arenaflex with customer strategic goals.
Your Success Journey: Performance Goals
In Your First 30 Days: Foundation Building
Understand the solutions and value arenaflex delivers, understand arenaflex's account segmentation and corresponding engagement motions, and get to know your accounts thoroughly.
- Thoroughly digest and familiarize yourself with 10 existing customer case studies and sit in on six customer demonstrations.
- Fully understand arenaflex's customer segmentation model (strategic, develop, sustain) and the corresponding expected activities by motion (new customer, upcoming renewal, steady state) for each segment, and how it applies to each account in your territory.
- Invest time with your CSM peers, your VP of Customer Success, and other internal teams to research and understand the segment, current motion, and implementation/adoption status of each existing account in your territory.
- Develop your prioritized existing account engagement plan based upon customer segment.
In Your First 90 Days: Activation
Activate your account engagement plan and engage with 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts. Begin managing adoption for net-new accounts.
- Establish a cadence with existing customers based on segmentation.
- Understand and document the current utilization of arenaflex within each existing customer.
- For day-1 new customers, be aware of implementation status and progress toward Go-Live; ensure implementation and go-live objectives are met.
- Map out key arenaflex stakeholders within each customer account and document in Salesforce.
- Understand key customer initiatives and priorities that could benefit from the arenaflex platform.
- Share use cases and insights with customers to improve their understanding of how they could expand their utilization of arenaflex.
- Build relationships across the arenaflex team including Presales, Value Consulting, Product, Support, Strategy, and other team members to bring expertise and value to our customers.
What We're Looking For: Qualifications & Competencies
Essential Qualifications
- Minimum Five Years Customer Success Experience: With enterprise software, ideally SaaS in the IT sector.
- Enterprise Software Experience: Demonstrated experience delivering customer success to enterprise software customers, including managing 20-75 high-touch accounts.
- Customer Journey Navigation: Examples of helping customers navigate through journey and adoption of complex software solutions, resulting in documented business outcomes, customer satisfaction, and high retention.
- Execution Excellence: Demonstrated skills, experience, and results where planning, organization, team coordination, and follow-through were pivotal to customer success in deploying and utilizing enterprise software.
- Prioritization Skills: Ability to prioritize work effectively even with multiple competing priorities, ensure flawless follow-through, and escalate for assistance when needed.
- Team Coordination: Experience coordinating teams to respond to critical customer escalations and issues.
- Tenacity: Ability to break through obstacles and barriers to ensure customers can realize their desired results.
- Business Acumen: Basic understanding of business functions and core IT systems.
- Accountability: Track record of planning work, working the plan, and proactively communicating progress.
- Character: Kind, humble, and fun – someone who values collaboration and enjoys working with peers.
Preferred Qualifications
- Experience in Master Data Management or related data management domains
- Background in working with Microsoft ecosystem products and partners
- Prior experience in a fast-growing technology company
- Understanding of SaaS subscription business models
- Experience managing enterprise customer relationships across multiple industries
Skills & Competencies for Success
To thrive in this role, you'll bring a combination of technical understanding, business acumen, and exceptional interpersonal skills:
- Communication Skills: Excellent verbal and written communication with the ability to articulate value propositions and translate technical concepts for business audiences.
- Relationship Building: Natural ability to build trust and rapport with customers and internal stakeholders at all levels.
- Problem-Solving: Strong analytical skills to identify issues, develop solutions, and drive resolution.
- Project Management: Ability to coordinate multiple initiatives simultaneously while maintaining attention to detail.
- Adaptability: Comfortable navigating ambiguity and changing priorities in a dynamic environment.
- Technical Aptitude: Willingness to learn complex software solutions and stay current with industry trends.
- Customer Obsession: Genuine passion for customer success and helping others achieve their goals.
Career Growth & Learning Opportunities
At arenaflex, we believe in investing in our people and creating pathways for career advancement. As a Customer Success Manager, you'll have access to:
- Comprehensive Onboarding: Structured 30-60-90 day ramp-up program to ensure your success.
- Continuous Learning: Access to training programs, certifications, and professional development resources.
- Cross-Functional Exposure: Regular interaction with Sales, Product, Engineering, Support, and Executive teams.
- Career Advancement: Clear progression pathways to Senior CSM, Team Lead, or other leadership roles.
- Industry Expertise: Deep exposure to enterprise data management, MDM best practices, and emerging trends.
You'll grow here more than you would anywhere else – not just professionally, but as a person. Our commitment to your development is unmatched.
Work Environment & Culture
arenaflex has an amazing corporate culture. We want you to love working here, and to be someone who your peers enjoy collaborating with, spending time with, and investing in. Here's what makes arenaflex a special place to work:
- Remote-Friendly Environment: Enjoy the flexibility of working remotely or from our hybrid office in Atlanta, GA.
- Collaborative Village: Become part of an amazing village of arenaflex team members who want to see you progress in your career.
- Recognition: arenaflex is continually recognized as a Top Workplace in Atlanta by the Atlanta Journal-Constitution and has received national recognition as a Great Place to Work.
- Work-Life Balance: Enjoy autonomy and flexibility, from hybrid-friendly environments to generous PTO.
- Wellness Focus: Employee wellness days throughout the year where you can recharge, re-energize, or do whatever fills your cup.
- Engaged Leadership: Our CEO and Executive Leadership team believe in and focus on organizational health, which supports and drives healthy culture throughout the company.
Compensation & Benefits
We offer a comprehensive benefits package designed to support your health, wealth, and well-being:
- Competitive Compensation: Base salary plus performance-based incentives.
- Retirement Savings: 401(k) retirement plan with company match to help you save for the future.
- Health & Wellness: 100% employer-paid health, dental, and vision insurance for employee-only coverage. Competitive family health, dental, and vision plans available. Life insurance and employee wellness programs.
- Time Off: Generous paid time off and flexible work arrangements.
- Professional Growth: Continuous learning and development opportunities.
How We Work: Our Core Values
Our core values define who we are and how we operate. They're not just words on a wall – they're lived every day:
- Growth Mindset: We believe we can all learn and grow. There are no limits, and we accept mistakes as part of growing and trying new things. This makes work, life, and our environment both fun and rewarding.
- Constructive Candor: Everyone knows how each other feels when we leave a room. We enjoy diverse perspectives with the purpose of finding the best answer, not defending our own.
- Helpful: We feel helping our teammates and winning together is more fulfilling than accomplishing something on our own. We want things for, not from, each other.
- Get Stuff Done: We have the grit, creativity, and resilience to accomplish our goals no matter the obstacles. We deliver results, not reasons.
- Fun is Where Fun is Made: We covet the journey as much as the destination. We strive to make each other laugh along the way.
arenaflex – Now you can make it happen.
Equal Employment Opportunity
Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. arenaflex is an equal employment opportunity employer.
Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact our recruiting team to discuss reasonable accommodation.
Join Our Team
If you're ready to make an impact, grow your career, and be part of something special, we invite you to apply. At arenaflex, you'll find more than a job – you'll find a community committed to empowering the data-enabled future, one customer success story at a time.
We can't wait to see what you'll accomplish at arenaflex. Apply today and become part of our mission to help enterprises unlock the power of their data.
arenaflex: Now you can make it happen.