**Director, Customer Success Management – Drive Customer Outcomes and Growth at arenaflex**

At arenaflex, we're revolutionizing the restaurant industry with our cutting-edge cloud-based platform, providing a unique, centralized solution for accounting and back-office operations. Our culture is built on empowering team members to produce exceptional results while elevating their skills. We're constantly evolving and improving to ensure we remain the "Best in Class" – and we want that for you too! We're seeking an exceptional leader to join our team as the Director of Customer Success Management. This strategic and people-first role will lead a team of Customer Success Managers (CSMs) responsible for driving customer outcomes, satisfaction, retention, and growth. If you're a passionate leader with a proven track record of building high-performing teams, deepening customer relationships, and operationalizing success at scale, we want to hear from you. **About the Role:** As the Director of Customer Success Management, you'll be responsible for leading a team of CSMs in driving customer outcomes, satisfaction, retention, and growth. This role is ideal for a leader who is passionate about building high-performing teams, deepening customer relationships, and operationalizing success at scale. **Key Responsibilities:** * **Leadership & Team Management:** Hire, onboard, mentor, and retain a team of high-performing Customer Success Managers (CSMs); establish clear performance expectations, goals, and career development paths for CSMs; foster a collaborative, accountable, and customer-centric team culture * **Customer Strategy & Relationship Management:** Develop and implement scalable strategies to ensure customer satisfaction, retention, and expansion; act as an executive sponsor for strategic accounts as needed; ensure CSMs are effectively managing renewals, risk mitigation, and expansion opportunities * **Operational Excellence:** Design and optimize the customer success playbook, including onboarding, QBRs, health scoring, and success plans; collaborate with CS Ops to measure team performance and customer outcomes; leverage tools (e.g., Gainsight, Salesforce) to drive efficiency, visibility, and automation * **Cross-functional Collaboration:** Partner closely with Sales, Product, Support, Marketing, RevOps, and Finance to ensure a seamless customer journey; provide customer feedback to product and engineering teams to influence roadmap priorities; work with CS Ops and finance on forecasting renewals and upsell pipeline * **Strategic Impact:** Own key metrics including Net Revenue Retention (NRR), Gross Retention, CSAT, and Time-to-Value; develop executive-level reporting for internal stakeholders; lead strategic initiatives that enhance the customer lifecycle and drive long-term loyalty * **Other duties as assigned** **What You'll Need to Be Successful in This Role:** * 15+ years of experience in Customer Success, Account Management, or a similar customer-facing role * 10+ years in a leadership role managing people managers or senior individual contributors * Proven track record of driving customer retention and growth in a SaaS or recurring revenue business * Strong analytical, operational, and communication skills * Experience scaling CS processes and teams in a high-growth environment * Proficiency with CS tools (e.g., Gainsight, Zoom, Gong) and CRM platforms (e.g., Salesforce) **Preferred Qualifications:** * Experience using AI tools to build programs at scale * MBA or other relevant advanced degree * Executive presence and ability to influence C-suite customers **arenaflex Team Member Benefits & Perks:** * This position has a salary range of $144,720-$217,080 + Bonus. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. arenaflex focuses on equitable pay for our team and aims for transparency with our pay practices. * Comprehensive medical benefits, 100% paid for employee * 401k + matching * Equity Option Grant * Unlimited PTO + Company holidays * Wellness initiatives **Why Join arenaflex?** At arenaflex, we're passionate about empowering our team members to produce exceptional results while elevating their skills. We're constantly evolving and improving to ensure we remain the "Best in Class" – and we want that for you too! Our culture is built on collaboration, accountability, and customer-centricity. We're committed to equitable pay practices and aim for transparency in our pay practices. **How to Apply:** If you're a passionate leader with a proven track record of building high-performing teams, deepening customer relationships, and operationalizing success at scale, we want to hear from you. Apply now to join our team as the Director of Customer Success Management at arenaflex. Apply for this job