We are arenaflex, a leading provider of data management solutions, empowering organizations to unlock the full potential of their data. As a Customer Success Manager, you will play a critical role in helping our customers maximize their usage of our Master Data Management (MDM) Platform, resulting in customer retention, expanded deployments, and enthusiastic customers promoting arenaflex.
**About arenaflex**
arenaflex exists to empower the possibilities of the data-enabled future. In a world where data drives decisions, opportunity, and innovation, the importance of trusted data simply cannot be overstated. As a growing Microsoft top-tier partner, we are focused on delivering data management solutions that help organizations make informed decisions and drive business outcomes.
**Job Summary**
We are seeking an experienced Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for managing a portfolio of 50-60 enterprise software accounts, ensuring that customers are leveraging arenaflex to deliver tangible business value. You will work closely with various value-added resellers (VARs), cross-functional teams, and customers to ensure successful adoption and utilization of our MDM Platform.
**Key Responsibilities**
* Work across arenaflex teams, functions, and VAR partners to ensure that both new and existing customers are leveraging arenaflex to deliver tangible business value.
* Engage with day-1 customers as the advocate to ensure that project planning, kick-off, requirements documentation, implementation, and go-live remain on track.
* Prioritize existing customers by segment, ensuring they are optimally utilizing the arenaflex platform to realize maximum benefit from their partnership with arenaflex.
* Manage business critical escalations, serving as the quarterback to bring in the right resources to assess the situation, develop mitigation plans, and execute those plans to resolve customer issues.
* Proactively identify and mitigate risk by thoroughly understanding the implementation/adoption status and solution significance within assigned accounts.
* Establish a cadence with existing customers based on segmentation, understanding and documenting the current utilization of arenaflex within each existing customer.
* Map out key arenaflex stakeholders within each customer account and document in Salesforce.
* Build relationships across the arenaflex team, including the Presales Team, Value Consultant, product, support, strategy, and other team members to bring expertise and value to our customers.
**Performance Objectives**
* Platform Adoption: Ensure that both new and existing customers are leveraging arenaflex to deliver tangible business value.
* Retention & Renewals: Exceed 95% gross retention of annual recurring revenue that is up for renewal.
* Customer Satisfaction: Create enthusiastic customers who will readily promote arenaflex to colleagues and peers.
* Expansion: Identify additional use cases for the arenaflex platform that result in platform expansion or conversion to SaaS.
**Competencies**
* Minimum five years of Customer Success experience with Enterprise Software, ideally SaaS in the IT sector.
* Demonstrated experience in delivering customer success to enterprise software customers, including managing 20 to 75 high-touch accounts.
* Execution: Ability to prioritize work, ensure flawless follow-through, and escalate for assistance where needed.
* Basic understanding of business functions, core IT systems, and experience working with customers across different industries.
* Motivated and Accountable: Ability to plan the work, work the plan, and proactively communicate progress along the way.
* Kind, humble, and fun: Values and enjoys working with peers and colleagues, always ready to lend a helping hand, and instinctively goes the extra mile.
**Benefits**
* Growth on your terms: Through our company values, collaborative work environment, and individual career plans, you will grow here more than you would anywhere else.
* Enjoy where you work: Become part of an amazing village of arenaflex employees who want to see you progress in your career.
* Save for retirement: arenaflex offers a 401k retirement plan with company match.
* Stay healthy: arenaflex offers 100% employer-paid health, dental, and vision insurance for employee-only coverage, competitive family health, dental, and vision, and life insurance plans.
* Have a life: arenaflex employees enjoy autonomy and flexibility, with a hybrid-friendly environment and generous PTO.
**How We Work**
* Growth Mindset: We believe that we can all learn and grow, and that there are no limits to what we can achieve.
* Constructive Candor: We value diverse perspectives and enjoy 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.
* Get Stuff Done: We have the grit, creativity, and resilience to accomplish our goals no matter the obstacles.
* Fun is Where Fun is Made: We covet the journey as much as the destination, and strive to make each other laugh along the way.
**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 Jayson Cabrera at
[email protected] or 3655 Brookside Parkway, Suite 175, Alpharetta, GA 30022 to discuss reasonable accommodation.
**Apply Now**
If you are a motivated and experienced Customer Success Manager looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role.