**Experienced Customer Success Manager – Non-Profit Fundraising Platform**

At arenaflex, we're revolutionizing the fundraising landscape by providing a cutting-edge platform that empowers non-profit organizations to achieve their goals. As a Customer Success Manager, you'll play a pivotal role in driving the growth and satisfaction of our non-profit clients, helping them unlock the full potential of our platform. If you're a seasoned professional with a passion for delivering exceptional customer experiences, we invite you to join our dynamic team and embark on an exciting journey. **About Us** arenaflex is a pioneering force in the fundraising industry, dedicated to creating a seamless and efficient experience for non-profit organizations. Our innovative platform has gained the trust of leading organizations worldwide, including UNICEF, The Obama Foundation, and the Alzheimer's Association. With a strong focus on innovation, we're committed to enhancing loading speeds, boosting conversion rates, and offering diverse payment methods. Our mission is to make a meaningful impact on the lives of millions, and we're looking for talented individuals to join us on this journey. **About The Role** As a Customer Success Manager at arenaflex, you'll be responsible for building and maintaining strong relationships with our non-profit clients, ensuring they achieve their fundraising goals through our platform. Your primary objectives will include: * Owning a portfolio of 100-150 non-profit accounts, providing account management from kick-off to launch and beyond * Acting as the main point of contact for all customer account management matters, including product usage training, technical support, and Quarterly Account Reviews * Retaining customers through proactive risk identification and mitigation, while expanding senior-level stakeholder relationships * Identifying, forecasting, and developing new growth opportunities with existing customers, including referrals, product up-sell/cross-sell, and expansion to other divisions, countries, or regions * Taking ownership of customer escalations and driving speedy resolution * Delivering and exceeding Growth and Retention performance metrics (KPIs) defined for this role * Analyzing data through reports and trends, leveraging it to drive actions with customers * Collaborating with internal teams, including Sales, Marketing, Implementation, Support, and Product, to ensure the highest customer satisfaction * Collaborating with product teams to ensure customer feedback is incorporated into product development **Key Responsibilities** * Provide account management from kick-off, implementation, launch, account planning, and the customers' life cycle * Act as the main point of contact for all customer account management matters * Be the product expert, provide product usage training/guidance and technical support * Deliver Quarterly Account Reviews to customers * Retain customers through proactive risk identification and mitigation * Expand senior-level stakeholder relationships * Identify, forecast, and develop new growth opportunities (referrals, product up-sell / cross-sell, and expansion to other divisions/countries/regions) with existing customers * Take ownership of customer escalations and drive speedy resolution * Deliver and exceed Growth and Retention performance metrics (KPIs) defined for this role * Analyze data through reports and trends, leverage it to drive actions with customers * Collaborate with internal teams, including Sales, Marketing, Implementation, Support, and Product, to ensure the highest customer satisfaction * Collaborate with product teams to ensure customer feedback is incorporated into product development **Skills and Qualifications** * Proven work experience of 5-8 years in SaaS Customer Success * Experience managing a customer book of business of $2M+ ARR * Familiarity with CRMs, Digital Marketing, Google Analytics, and Meta Pixel * Excellent communication and presentation skills, with the ability to communicate with technical and non-technical stakeholders and deliver persuasive presentations * Proven ability to develop and maintain relationships with customers and internal stakeholders * Understanding of performance metrics or KPIs * Ability to work independently and proactively to drive outcomes and collaborate cross-functionally with multiple teams * Strong problem-solving skills, with the ability to solve complex technical problems creatively * Ability to work in a fast-paced, hyper-growth and dynamic environment * Willingness to occasionally work outside of normal business hours as required to support customers **Bonus Points** * Experience in fundraising / digital marketing strategies for non-profits **Benefits** Our compensation package includes comprehensive benefits and perks, meaningful equity, and a competitive salary: * 30 days off * Home Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace * English learning courses (50% reimbursement, up to $1,000 annually) * Relevant professional education (50% reimbursement, up to $1,500 annually) * Gym or swimming pool (50% reimbursement, up to $500 annually) * Coworking (up to $250 monthly) * Remote working **Why Join Us?** At arenaflex, we're committed to creating a work environment that fosters growth, innovation, and collaboration. As a Customer Success Manager, you'll have the opportunity to: * Work with a talented team of professionals who are passionate about making a difference * Develop and maintain strong relationships with non-profit clients, helping them achieve their fundraising goals * Drive growth and satisfaction through proactive risk identification and mitigation * Collaborate with internal teams to ensure the highest customer satisfaction * Contribute to the development of our platform, ensuring it meets the evolving needs of our clients * Enjoy a comprehensive benefits package, including remote working, home office setup assistance, and professional education reimbursement **How to Apply** If you're a seasoned Customer Success Manager with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We look forward to hearing from you! 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