**Experienced Global Vice President, Customer Success – Remote Eastern USA or Ontario, Canada**

Join arenaflex, a leader in remote connectivity software, as we harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization. Our team of over 1,500 employees spans different continents, cultures, and disciplines, celebrating the unique perspectives and talents each individual brings to the table and fostering a dynamic work environment where new ideas thrive. Become part of our winning team and help us create a world that works better. As a seasoned Customer Success leader, you will drive customer adoption, retention, expansion, and satisfaction across all customer segments and product lines. This strategic and operational leadership role will lead a global team of Customer Success professionals, develop and implement scalable success frameworks, and collaborate cross-functionally to ensure the organization delivers measurable value to its broad customer base. **About arenaflex** arenaflex is a global leader in remote connectivity software, with a team of over 1,500 employees spanning different continents, cultures, and disciplines. Our inclusive values celebrate the unique perspectives and talents each individual brings to the table, fostering a dynamic work environment where new ideas thrive. We are committed to building an inclusive culture where everyone feels welcome and supported, and we are proud to have an open and embracing workplace environment that empowers our employees to grow both personally and professionally. **Key Responsibilities** As the Global Vice President of Customer Success, you will be responsible for: ### Leadership & Strategy * Lead and coach a global multi-region team of Customer Success Managers (CSMs), Renewals Specialists, and Customer Experience professionals. * Develop and implement scalable success frameworks and segment-specific engagement models to drive customer adoption, retention, expansion, and satisfaction. * Collaborate cross-functionally with Product, Sales, Marketing, Support, and Operations to ensure a cohesive and holistic customer experience. ### Customer Lifecycle Management & Retention * Oversee and develop the strategy for the end-to-end customer journey post-sale, including adoption, retention, expansion, and advocacy. * Establish standardized customer health scoring and lifecycle engagement models that ensure adoption, value realization, and long-term loyalty. * Develop segment-specific strategies for SMB, Mid-Market, and Enterprise customers to maximize customer lifetime value (CLTV). ### Scalable Success Frameworks * Architect and implement data-driven programs and playbooks that are scalable across 650K customers and multiple product lines. * Leverage digital tools and automation for low-touch and tech-touch segments while developing the strategy and model to optimize high-touch approaches for strategic accounts. * Evaluate, select, and implement best-in-class Customer Success tools and platforms that align with business goals, enhance team productivity, and deliver actionable customer insights. ### Cross-Functional Collaboration * Partner closely with Product, Sales, Marketing, Support, and Operations to ensure a cohesive and holistic customer experience. * Serve as the voice of the customer internally, driving product improvements and strategic initiatives that align with customer needs. * Build predictive models and establish proactive risk mitigation and renewal processes to safeguard and grow recurring revenue streams. ### Customer Advocacy & Community * Serve as a key advocate for customer needs internally. Partner with Product, Sales, Marketing, and Support to close the feedback loop and influence company strategy. * Work cross-functionally to create programs that amplify success stories and promote engagement. **Requirements** * 15+ years of experience in Customer Success, Account Management, or related functions, with at least 7 years in a global executive leadership role in a SaaS or cloud software business. * Demonstrated success managing Customer Success functions at scale (200-$500M ARR), ideally across multiple geographies and customer segments. * Deep understanding of managing a multi-product SaaS platform and navigating complex customer environments. * Proven track record of driving customer retention and expansion in a B2B platform/SaaS business serving both SMB and Enterprise customers. * Expertise in customer success metrics and success planning across the customer lifecycle. * Experience scaling CS operations and implementing customer segmentation models in high-growth or transformation contexts. * Strong cross-functional collaboration skills, especially with Sales, Product, and Marketing. * Executive presence with outstanding communication and stakeholder management capabilities. **What We Offer** * Competitive compensation including stock-based options * Flexible PTO and paid holidays * 401(k) with employer matching * Comprehensive Health insurance package including 100% employer-paid medical coverage * Up to 12 weeks of Parental Leave * Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid * Quarterly team events and companywide celebrations * Open door policy, no dress code rules, frequent all Hands and Leadership Lunches * We celebrate diversity as one of our core values, join and drive one of the c-a-r-e initiatives together with us! **Work Environment** arenaflex is a remote-friendly company, and this role is open to candidates living in Eastern USA or Ontario, Canada. We offer a flexible work environment that allows you to work from anywhere, while still being part of a dynamic and collaborative team. With up to 40% travel (domestic & international), you will have the opportunity to connect with colleagues and customers around the world. **How to Apply** If you are a seasoned Customer Success leader with a passion for driving customer adoption, retention, expansion, and satisfaction, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. We look forward to hearing from you! Apply for this job