**Experienced Customer Success Manager – Scale LATAM**

At arenaflex, we're pushing the boundaries of cybersecurity innovation, and we're looking for a talented Customer Success Manager to join our team. As a global leader in advanced security solutions, we're committed to helping organizations defeat cyberattacks and protect their digital assets. Our innovative, native AI-optimized services, technologies, and products have redefined the cybersecurity industry, and we're now the largest pure-play Managed Detection and Response (MDR) provider, supporting over 28,000 organizations worldwide. In this role, you'll play a critical part in driving value to our customers in LATAM, delivering strategic outreach through both 1:many and targeted 1:1 communication, connecting our customers to value while driving usage of the arenaflex suite of products. You'll be responsible for onboarding and engaging customers, ensuring they're set up for long-term success, renewal, and growth. You'll also triage and route customer needs to the appropriate internal teams to ensure timely support and resolution. As arenaflex evolves, you'll help shape and refine our scaled customer success strategy, contributing to the design, build, and execution of programs that deliver value at scale. This is a unique opportunity to have a meaningful impact on how we engage and retain our customers. **Key Responsibilities:** * Drive product adoption and customer outcomes through 1:many and 1:1 channels, including email campaigns, webinars, and 1:1 video calls. * Support a range of outreach initiatives, aiming to deliver value in all stages of the customer lifecycle and evolve over time to remain best-in-class. * Contribute to the design and continuous improvement of Scale success programs, automation workflows, and communication strategies. * Work with Renewals, UX, Product, and all manner of CS teams to understand the obstacles of each customer segment: understand what makes a customer successful and scale the delivery to others. * Monitor customer health indicators to identify engagement opportunities and risk signals. * Proactively engage customers at key lifecycle stages to promote renewal and expansion. * Perform timely escalation of customer queries to the appropriate teams within arenaflex; understanding when to escalate vs. when to problem solve/deep dive. * Maintain monthly (or more frequent) customer pulse metrics with access to utilization, engagement, and health data. * Conduct effective and engaging post-onboarding check-ins. * Help define best practices for tech-touch and scale motions as arenaflex continues to grow and evolve. **What You Will Bring:** * 2+ years of experience in customer success roles; additional experience in customer support, sales, or customer marketing is a plus. * Fluent written and spoken Portuguese and English required. Spanish is a strong bonus. * Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers. * Proven ability to produce and deliver compelling customer materials to drive business objectives. * Excellent organizational skills and ability to establish milestones and keep project plans on task. * Understanding how organizations measure value and drive revenue with experience of recurring revenue sales models and renewal processes an advantage. * Experience employing a one-to-many approach globally. **Additional Information:** * arenaflex operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information. * Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit. * Employee-led diversity and inclusion networks that build community and provide education and advocacy. * Annual charity and fundraising initiatives and volunteer days for employees to support local communities. * Global employee sustainability initiatives to reduce our environmental footprint. * Global fitness and trivia competitions to keep our bodies and minds sharp. * Global wellbeing days for employees to relax and recharge. * Monthly wellbeing webinars and training to support employee health and wellbeing. **Our Commitment To You:** We're proud of the diverse and inclusive environment we have at arenaflex, and we're committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better arenaflex, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. **Data Protection:** If you choose to explore an opportunity, and subsequently share your CV or other personal details with arenaflex, these details will be held by arenaflex for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at arenaflex. If you would like arenaflex to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on arenaflex' data protection practices, please consult our Privacy Policy. **Ready to Join Us?** At arenaflex, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply. Apply for this job