**Experienced Customer Success Manager – Enterprise Account Management and Strategic Partnership Development**

At arenaflex, our mission is to revolutionize the way companies engage with their employees, fostering a culture of innovation, collaboration, and growth. As a leading provider of intelligent communication platforms, we empower organizations to connect with their workforce, drive business outcomes, and create a better work experience for every employee. With a global presence and a customer base that includes 40 of the Fortune 100 companies, we're committed to making a meaningful impact on the world of work. Our employees are passionate about the employee experience, workforce communications, and technology. Joining arenaflex means joining a movement to make work better for every worker. As a Customer Success Manager, you'll play a critical role in driving the long-term success of our global Enterprise customers, working closely with cross-functional teams to deliver exceptional results and build lasting relationships. **Our Values** At arenaflex, we believe in a culture of ownership, leadership, and teamwork. Every employee is an owner, responsible for our progress and credited for our achievements. We see change as a catalyst for improvement, and we win as a team, committed to helping our coworkers and customers thrive. **Responsibilities** As a Customer Success Manager at arenaflex, you'll be responsible for guiding assigned customers through their customer journey, ensuring they meet predefined milestones and positive business outcomes. Your key responsibilities will include: * Guided Customer Journey Management: Collaborate with customers to create actionable plans and prescriptive tasks, providing guidance and support throughout the journey. * Trigger Response and Play Execution: Monitor customer progress and health for triggers indicating potential deviations from the journey goals or risk of churn. Execute predefined plays in response to specific triggers, such as proactive outreach, additional training, or escalation to internal teams, to mitigate risks and realign customers toward success. * Cross-functional collaboration and Account Risk Escalation Management: Work closely with internal teams (e.g., Support, Engineering, and Product) to coordinate customer activities and ensure a seamless experience throughout the journey. Escalate and manage complex customer issues, facilitating resolution and ensuring customer satisfaction. * Value Optimization and Customer Enablement: Partner with Business Value Consultants to iterate on the blueprint for success, evolving business objectives, and actionable steps throughout the customer journey. Provide ongoing education and enablement to empower customers to leverage arenaflex to its fullest potential, driving long-term success and maximal value. * Renewal Rate Focus: Work to ensure high customer satisfaction, health, and overall success to drive renewals and positively impact the Gross Retention Rate (GRR). Coordinate with the Account Management team to facilitate smooth renewals and identify expansion opportunities, fostering long-term customer relationships and loyalty. **You May Have** To succeed in this role, you'll need: * A Bachelor's Degree in Business Administration, Communications, or a similar field of study, or commensurate professional experience. * Three or more years of experience in customer-facing roles in Customer Success or Professional Services within a B2B SaaS company. * Operational knowledge of internal communication and HR technology domains, including Microsoft 365, Sharepoint, Teams, Intranets, HRIS like Workday, PeopleSoft, and other systems like SSO. * Demonstrated ability to manage individual and engagement-wide scope of work. * Prior experience successfully supporting customers with onboarding, renewals, and expansion processes. * A proven track record of meeting with senior management and executives as the subject matter expert. * A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues. * Ability to collaborate internally with multiple teams and be the voice of the customer. * Strong project management skills and proven ability to execute against a defined methodology and deliver projects within scope, budget, and timeline. **Why arenaflex?** At arenaflex, we're passionate about creating a better work experience for every employee. We believe that work should be awesome, and we're committed to making it happen. If you share our passion for innovation, collaboration, and growth, and you're looking for a challenging and rewarding career opportunity, join us. We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally. arenaflex is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws. **Compensation and Benefits** arenaflex expects the base salary for this role to be between $70,000-$113,000. The starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. If you're ready to make a difference in the world of work, apply now to join our team as a Customer Success Manager at arenaflex. Apply for this job