About arenaflex
Welcome to arenaflex – where we're empowering the possibilities of the data-enabled future. In today's rapidly evolving digital landscape, data drives decisions, opportunity, and innovation. The importance of trusted, well-managed data simply cannot be overstated, and that's exactly where arenaflex shines.
arenaflex is a growing Microsoft top-tier partner specializing in data management solutions, with a particular focus on Master Data Management (MDM). We help organizations transform their raw data into a strategic asset that fuels business growth, operational efficiency, and informed decision-making. As part of our team, you'll be at the forefront of helping enterprises unlock the true potential of their data infrastructure.
We're not just building software – we're building relationships. Our customers rely on us to be their trusted partners in navigating the complex world of enterprise data management. That's why we're seeking an exceptional Customer Success Manager to join our dynamic team and ensure our customers achieve measurable business outcomes through their partnership with arenaflex.
The Role: Enterprise Customer Success Manager
Reporting directly to our Vice President of Customer Success, the Customer Success Manager will be responsible for driving customer adoption, retention, satisfaction, and expansion across our portfolio of enterprise accounts. This is a high-impact role where you'll serve as the strategic advocate for approximately 50-60 enterprise software accounts, spanning multiple customer segments (strategic, develop, and sustain), different points in their customer journey, and various deployment models including SaaS, subscription, perpetual, Platform-as-a-Service, IaaS, and on-premise configurations.
You'll work in close coordination with our valued channel partners, including value-added resellers (VARs), to deliver exceptional customer experiences and ensure that every interaction with arenaflex adds meaningful value to our customers' organizations.
What You'll Accomplish: Key Objectives
Objective #1: Platform Adoption Excellence
You will collaborate across arenaflex teams, functions, and our VAR partners to ensure that both new and existing customers are leveraging the arenaflex Master Data Management Platform to deliver tangible business value – whether through increased revenue, decreased costs, or reduced risk.
- For new customers: Engage with day-1 customers as their dedicated advocate to ensure project planning, kick-off, requirements documentation, implementation, and go-live remain on track. While not directly responsible for delivering those activities, you'll ensure cross-functional teams are tracking progress and alert leadership to potential risks or delays.
- For existing customers: Prioritized by customer segment, you'll ensure existing customers are optimally utilizing the arenaflex platform to realize maximum benefit from their partnership. You'll leverage support, professional services, partners, and other 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, you'll exceed 95% gross retention of annual recurring revenue each quarter. Your responsibilities include:
- Managing business-critical escalations: When customers experience major challenges with their deployment, you'll 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 identifying and mitigating risk: Through thorough understanding of implementation/adoption status and solution significance within your assigned accounts, you'll leverage cross-functional teams to help struggling customers realize their data management goals.
Objective #3: Customer Satisfaction
Your cross-functional coordination of arenaflex, partner, and customer resources to ensure value realization will create enthusiastic customers who readily promote arenaflex to colleagues and peers.
- Become the trusted advisor who guides customers to achieving business outcomes that matter to their organization. You are not expected to know every answer or carry out every action independently – you're expected to leverage your peers, cross-functional teams, and arenaflex VARs to meet customer expectations.
- 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'll enable customers to unleash the power of their own data.
Objective #4: Expansion & Growth
Building upon adoption success, you'll identify additional use cases for the arenaflex platform that result in platform expansion or conversion to SaaS.
- Understand use cases and value drivers across industries: Armed with a fundamental understanding of core business operations across several industries, you'll leverage documented customer results and case studies to actively promote additional arenaflex use cases.
- Leverage arenaflex thought leaders and executives to align with customers' strategic goals: 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 objectives.
Your Success Roadmap: 30-60-90 Day Plan
First 30 Days: Learning & Foundation Building
During your first month, you'll focus on understanding the solutions and value arenaflex delivers, our account segmentation and corresponding engagement motions, and your assigned accounts.
- 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.
- 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.
By 90 Days: Full Activation
At the 90-day mark, you'll activate your account engagement plan with the following goals:
- 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.
- 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 expansion opportunities.
- Build relationships across the arenaflex team including Presales, Value Consulting, Product, Support, Strategy, and other team members.
What We're Looking For: Required Competencies
Experience & Background
- Minimum five years of Customer Success experience with Enterprise Software, ideally SaaS in the IT sector.
- Demonstrated experience delivering customer success to enterprise software customers, including managing 20-75 high-touch accounts.
- Proven track record of helping customers navigate through journey and adoption of complex software solutions, resulting in documented business outcomes, customer satisfaction, and high retention.
Skills & Attributes
- Execution Excellence: Demonstrated skills in planning, organization, team coordination, and follow-through that were pivotal to customers' success in deploying and utilizing enterprise software. You must excel at prioritizing work despite multiple competing priorities, ensuring flawless follow-through, and escalating when needed.
- Cross-Functional Coordination: Experience coordinating teams to respond to critical customer escalations and issues. You have the tenacity to break through obstacles and barriers to ensure customers realize their desired results.
- Business Acumen: Basic understanding of business functions and core IT systems. You should understand the basics of a modern enterprise IT ecosystem and have worked with customers across different industries.
- Accountability & Motivation: You plan the work, work the plan, and proactively communicate progress. You can demonstrate examples of taking ownership and delivering results despite obstacles.
- Personal Qualities: Kind, humble, and fun – you value and enjoy working with peers and colleagues, are always ready to lend a helping hand, and instinctively go the extra mile.
Why You Should Join arenaflex
Growth on Your Terms
Through our company values, collaborative work environment, and your individual career plans, you'll grow here more than you would anywhere else. We invest in your professional development and provide clear pathways for advancement.
Enjoy Where You Work
You'll become part of an amazing team of professionals who want to see you progress in your career. arenaflex is continually recognized as a Top Workplace – we've earned local recognition in Atlanta and national recognition as a Great Place to Work.
Comprehensive Benefits
- Retirement Savings: arenaflex offers a 401(k) retirement plan with company match to help you build your financial future.
- Health & Wellness: We offer 100% employer-paid health, dental, and vision insurance for employee-only coverage, competitive family coverage options, and life insurance plans. We also offer employee wellness days throughout the year.
- Work-Life Balance: Enjoy autonomy and flexibility through our hybrid-friendly environment and generous PTO. When you live well, we all enjoy the benefits.
- Engaged Leadership: Our CEO and Executive Leadership team believe in and focus on organizational health, which supports and drives healthy culture throughout the company.
Our Core Values: How We Work
At arenaflex, our core values define who we are and how we operate:
- 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 both fun and rewarding.
- Constructive Candor: Everyone knows how each other feels. 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.
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Alternative methods of applying for employment are available to individuals unable to submit an application because of a disability.
Ready to Make an Impact?
If you're passionate about helping enterprises unlock the power of their data, thrive in a collaborative environment, and want to grow your career with a company that values its people, we invite you to join arenaflex. This is your opportunity to make a meaningful impact while building a rewarding career in the exciting field of data management.