**Experienced Full Stack VP of Global Scaled Customer Success – Web & Cloud Application Development for Commercial Accounts**

At arenaflex, we're revolutionizing the way organizations manage and govern access to their applications, data, and business processes. Our AI-powered identity platform is trusted by leading brands, Fortune 500 companies, and government institutions to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. As a key member of our team, you'll have the opportunity to make a significant impact on our customers' success and growth. **About arenaflex** arenaflex is a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. We're committed to creating a welcoming and positive work environment that fosters growth, learning, and collaboration. Our team is passionate about delivering exceptional customer experiences and making a meaningful difference in the lives of our customers. **Job Summary** We're seeking an experienced and results-driven VP of Global Scaled Customer Success to lead our commercial accounts under $150,000 ARR. As a key member of our Customer Success team, you'll be responsible for designing and optimizing scalable, digital-first programs that combine automation, personalization, and data-driven insights to deliver value-rich customer experiences. You'll build and mentor a high-performing team of CSMs and champion the use of Gainsight to execute tech-touch journeys at scale. **Responsibilities** As a VP of Global Scaled Customer Success, you'll be responsible for: * Developing and implementing the vision and strategy for arenaflex's commercial accounts segment (under $150,000 ARR), with a focus on digital-first, scalable programs. * Defining and tracking KPIs such as gross/net revenue retention (GRR/NRR), churn reduction, adoption, and customer satisfaction (CSAT/NPS) specific to this segment. * Designing and leading scalable Customer Success programs for high-volume SMB and commercial accounts under $150,000, covering onboarding, product adoption, renewals, and expansion. * Building and managing scalable customer playbooks within Gainsight, leveraging automation, workflows, and tech-touch journeys (email campaigns, in-app engagement, playbooks). * Continuously improving digital engagement strategies through A/B testing, customer feedback, and analytics. * Building, mentoring, and scaling a high-performing team of CSMs specializing in large volumes of lower-revenue commercial accounts (<$150K). * Creating repeatable onboarding processes for new hires and providing scalable enablement assets, knowledge bases, and self-service resources to accelerate customer value. * Analyzing customer data and segmentation to identify health risks, churn indicators, and expansion opportunities across the sub-$150K commercial customer base, and proactively addressing them at scale. * Acting as an internal Gainsight expert, providing best practices on workflows, health scores, programs, and data integrations. * Partnering with Product, Marketing, and Support to deliver integrated, consistent customer communications and experiences for commercial accounts under $150,000. **Requirements** To be successful in this role, you'll need: * 10+ years of experience in Customer Success or Customer Experience roles at a SaaS company, with a strong focus on SMB and mid-market customer engagement. * Demonstrated success leading scaled Customer Success teams for commercial accounts under $150,000 ARR, ideally within a Cybersecurity or SaaS environment. * Proven expertise with high-volume, digital-first, scaled CS models, including hands-on design, implementation, and operation of tech-touch programs. * Deep experience using Gainsight (Journey Orchestrator, Playbooks, Health Scores, Reporting) to optimize customer journeys and scale outcomes. * Strong analytical mindset with the ability to leverage customer data and segmentation to drive proactive engagement, adoption, retention, and expansion. * Track record of delivering measurable impact through scalable programs that improve adoption, reduce churn, and increase NRR/GRR. * Exceptional cross-functional collaborator, able to partner effectively with Product, Marketing, and Support to deliver consistent, integrated customer experiences. * Excellent written and verbal communication skills; capable of creating compelling digital content, campaigns, and customer communications at scale. * Experience with self-service models, customer education programs, or customer community engagement is a plus. **Preferred Experience** * Familiarity with complementary tools such as Pendo, Intercom, Zapier, or Salesforce. * Background in customer marketing, enablement, or digital experience design. **Additional Details** * Preferred location: El Segundo, CA, with flexibility for exceptional remote candidates. * Occasional travel required for executive customer meetings, global leadership sessions, and in-person collaboration. **Benefits** * Medical, Dental, Vision, Life Insurance * 401K * Unlimited PTO * Sick Time * Holiday Parties * Daily Catered Lunches * Employee Recognition Programs * Team Socials **Additional Information** * You may also be eligible to participate in a arenaflex discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance. * If required for this role, you will: + Complete security & privacy literacy and awareness training during onboarding and annually thereafter + Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to): - Data Classification, Retention & Handling Policy - Incident Response Policy/Procedures - Business Continuity/Disaster Recovery Policy/Procedures - Mobile Device Policy - Account Management Policy - Access Control Policy - Personnel Security Policy - Privacy Policy **Why Join arenaflex?** * arenaflex is an amazing place to work, with a welcoming and positive work environment that fosters growth, learning, and collaboration. * You'll have the opportunity to make a significant impact on our customers' success and growth. * arenaflex is a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. * You'll experience tremendous growth and learning opportunities through challenging yet rewarding work that directly impacts our customers. **Equal Opportunity Employer** arenaflex is an equal opportunity employer and welcomes everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. **Apply Now** If you're a results-driven and customer-focused leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Apply for this job