**Experienced Customer Success Manager – Higher Education Career Access Platform**

At arenaflex, we're revolutionizing the way learners navigate their career journeys by connecting them with mentorship, networking, and job opportunities. As a Customer Success Manager, you'll play a pivotal role in showcasing the value of our solutions, driving adoption, and ensuring that each customer achieves their desired outcomes and experiences a clear return on investment. **About arenaflex** arenaflex is higher education's first Career Access Platform, dedicated to ensuring every learner has access to the people and networks needed to succeed. With over 650 institutional partners, we're transforming how learners navigate their career journeys by connecting them with mentorship, networking, and job opportunities. Our solutions enable our customers to focus on student success while driving measurable outcomes that enhance institutional effectiveness and reputation. By integrating engagement and experiential education, we help our customers create lasting value for their stakeholders, including students, alumni, and their broader communities. **Key Responsibilities** As a Customer Success Manager at arenaflex, you'll be responsible for: * **Account Management**: Oversee a portfolio of client accounts, managing revenue forecasts, renewals, and contract negotiations to ensure timely and successful outcomes. Maintain a regular cadence with your accounts through a variety of channels, including monthly web-based meetings, email correspondence, phone calls, and in-person meetings. Success will be measured by your impact on gross retention, net retention, and customer adoption and engagement metrics. * **Relationship Building**: Develop and maintain strong relationships with key stakeholders, understanding their goals and aligning arenaflex's solutions to meet their institutional objectives. * **Strategic Advising**: Provide consultative support, including coaching and reporting, to demonstrate measurable impacts on customer outcomes. Educate customers on platform features and functionality; aligning functionality to use cases appropriate and valuable to the individual customer. * **Data Analysis**: Monitor customer adoption and engagement metrics to identify risks and opportunities, implementing strategies to enhance user experience and satisfaction. * **Cross-Functional Collaboration**: Serve as the voice of the customer within arenaflex, collaborating with internal teams to inform product development and service improvements. * **Program Contribution**: Participate in customer success initiatives, including customer workshops, webinars, arenaflex Admin Community engagement, and other customer education and engagement tactics. * **Sales Partnership**: Work alongside the Sales team to develop growth plans for accounts and assist in pre-sales activities as needed. **Preferred Qualifications** We're looking for a highly motivated and experienced Customer Success Manager with: * **5+ years** of experience working in the higher education or non-profit industry * **1+ year** of experience in SaaS or equivalent technology sector * Familiarity with the arenaflex platform, ideally as an Admin * Skilled in managing complex customer relationships and delivering effective solutions * Strong communication skills and ability to collaborate across teams and stakeholders * Comfortable discussing platform strategy while also diving into technical details * Highly organized with the ability to prioritize and manage multiple tasks * Passionate about education, equity, and student success, with a customer-first approach * Proficient in Microsoft Office, Salesforce, Vitally, and other CRM tools; quick to learn new systems * Willingness to travel up to 15% **Essential Qualifications** * Bachelor's degree in a related field (e.g., business, education, communications) * Proven track record of success in customer-facing roles * Strong analytical and problem-solving skills * Excellent communication and interpersonal skills * Ability to work in a fast-paced environment and adapt to changing priorities * Strong organizational and time management skills **Skills and Competencies** * Strong customer success skills, with a focus on driving adoption and retention * Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders * Strong analytical and problem-solving skills, with the ability to identify risks and opportunities * Ability to work in a fast-paced environment and adapt to changing priorities * Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks * Proficient in Microsoft Office, Salesforce, Vitally, and other CRM tools; quick to learn new systems * Willingness to travel up to 15% **Career Growth Opportunities and Learning Benefits** As a Customer Success Manager at arenaflex, you'll have the opportunity to: * Develop and implement customer success strategies that drive adoption and retention * Collaborate with internal teams to inform product development and service improvements * Participate in customer success initiatives, including customer workshops, webinars, and other customer education and engagement tactics * Work alongside the Sales team to develop growth plans for accounts and assist in pre-sales activities as needed * Receive comprehensive training and support to ensure your success in the role * Participate in ongoing professional development and learning opportunities to enhance your skills and knowledge **Work Environment and Company Culture** arenaflex is a dynamic and innovative company that values collaboration, creativity, and customer success. Our company culture is built on a foundation of: * **Customer-first approach**: We're passionate about delivering exceptional customer experiences and driving measurable outcomes that enhance institutional effectiveness and reputation. * **Collaborative environment**: We believe in working together to achieve common goals and drive success. * **Innovation and creativity**: We encourage experimentation, learning, and growth, and we're always looking for new and innovative ways to solve problems and drive success. * **Diversity and inclusion**: We're committed to creating a workplace that's inclusive, diverse, and welcoming to all employees. **Compensation, Perks, and Benefits** arenaflex offers a competitive salary and comprehensive benefits package, including: * **Competitive salary**: $65,000 - $80,000 per year * **Comprehensive benefits package**: including comprehensive health coverage and flexible PTO * **Professional development opportunities**: including training, mentorship, and ongoing learning and development opportunities * **Collaborative and dynamic work environment**: with a focus on innovation, creativity, and customer success * **Opportunities for growth and advancement**: with a focus on developing and implementing customer success strategies that drive adoption and retention **How to Apply** If you're a motivated and experienced Customer Success Manager with a passion for education, equity, and student success, we encourage you to apply to this exciting opportunity. 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