At arenaflex, we're revolutionizing the governance, risk, and compliance software space with our innovative platform, empowering compliance professionals to do the right things so the wrong things don't happen. As a key member of our Customer Success team, the Experienced Strategic Customer Success Manager will play a vital role in driving customer satisfaction, retention, and growth. If you're a seasoned professional with a passion for delivering exceptional customer experiences, we want to hear from you.
**About arenaflex**
arenaflex is a rapidly growing company that's disrupting the traditional risk and compliance management landscape. Our cloud-based platform helps organizations streamline their risk and compliance workflows, allowing them to focus on strategic program management rather than tedious spreadsheet wrangling. With a commitment to user experience, beautiful design, and positive social impact, we're building a diverse, inclusive, and authentic workplace that values our team members' passions and expertise.
**The Role**
As an Experienced Strategic Customer Success Manager, you'll be the face of arenaflex to our existing customers and channel partners. You'll work closely with our customers to deeply understand their needs, ensure the value delivery of our product, provide ongoing support, and deliver an exceptional customer experience focused on solving their most pressing requirements. Your expertise will be invaluable in driving customer satisfaction, retention, and growth, and you'll be a trusted business advisor to our customers.
**Key Responsibilities**
* Serve as the main point of contact for customers, owning the customer relationship and serving as the primary escalation path to mitigate and resolve customer issues
* Move customers along the defined customer journey, helping deliver, measure, and manage value outcomes
* Develop tactics, objectives, and key results, activities, and milestones to deliver success and drive customer growth
* Work alongside account management to identify, prioritize, support, and win upsell opportunities
* Partner with internal stakeholders to deliver on customer feature requests, resolve product issues, and understand our product roadmap in the context of our customers' needs
* Elevate customer behavior, business needs, risks, blockers, and successes internally in partnership with Customer Success leadership
**What You'll Bring**
* 5+ years of experience delivering success to end-users in a SaaS/Technology environment
* Experience operating with significant autonomy in complex and ambiguous situations
* Bachelor's Degree preferred
* Bonus: Familiarity with InfoSec/Regulatory compliance
**Our Technology**
* Google Suite: Docs, Sheets, Slides
* Atlassian Suite: Jira, Confluence, Trello
* CRM: Salesforce, Planhat
* Communications: Gmail, Zoom, Slack, MSFT Teams
* OS: Windows, Mac
**Location**
* We're a fully remote company, and we prefer candidates in the Eastern or Central time zones, as you'll be responsible for coverage of the Central, East coast, and EMEA.
**Candidate Experience**
We value your time and want you to know what to expect from us. For this interview, we expect to ask you to participate in 5 interviews and expect this to be completed in 4 hours within 2 weeks.
* Talent Acquisition Screening
* Interview with the Sr. Manager of Customer Success
* Interview with our Bar Raiser - VP of Customer Success
* Interview with our Head of Enterprise Sales
* Interview with a Strategic Customer Success Manager
**Career Growth Opportunities and Learning Benefits**
* arenaflex is committed to helping you grow and develop your skills and expertise. We offer regular training and development opportunities, as well as the chance to work on high-impact projects that will help you build your professional network and reputation.
* We're a company that values internal mobility and career growth, and we encourage our team members to explore new opportunities and challenges within the organization.
**Work Environment and Company Culture**
* arenaflex is a fully remote company, and we're committed to creating a work environment that's inclusive, supportive, and flexible.
* We value work-life balance and offer unlimited PTO, as well as a range of benefits and perks that will help you recharge and refocus.
* Our company culture is built on a set of core values that include user experience, beautiful design, and positive social impact. We're a team of passionate and dedicated professionals who are committed to making a difference in the world.
**Compensation, Perks, and Benefits**
* Annual compensation reviews + equity
* Unlimited PTO: strongly encouraged to unplug and recharge
* Health: coverage for medical, dental, and vision - employee and dependents
* 401K which vests immediately, complete with a 4% company match
* 12 weeks of Parental leave and 1 year free diapers and wipes with Honest
* Annual company in-person events and quarterly in-person connects
* $1000 home office stipend - at the time of hire. Any additional home office needs are requested as needed.
* $100 quarterly paid wellness stipend
* Pet insurance
* Slack channel notifications turn off after 5 pm based on your time zone
* Two Hypercharge weeks of rest where we close company-wide (July & Dec)
**Equal Opportunity Employer**
arenaflex is committed to a diverse and inclusive workplace - it's one of our core values! arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our company is dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others.