**Experienced Senior Manager, Customer Success – Enterprise Customer Retention and Growth**

At arenaflex, we're revolutionizing the restaurant industry with our cutting-edge cloud-based platform, providing a unique, centralized solution for accounting and back-office operations. Our culture is built on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we're and always will be "Best in Class" – and we want that for you too! **Job Summary:** We're seeking an experienced Senior Manager, Customer Success to lead our Enterprise Customer Success team. As a key member of our organization, you'll be responsible for overseeing and mentoring a team of Customer Success Managers, driving retention, adoption, and growth for our Enterprise customers. You'll work closely with cross-functional teams, including Sales, Customer Experience, CS Operations, Support, Product, and Development, to ensure seamless customer success. **Key Responsibilities:** * Lead, mentor, and develop a team of Customer Success Managers (CSMs), setting team goals, tracking performance, and providing regular feedback. * Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users. * Develop and implement customer success strategies to drive adoption, retention, and growth, monitoring key customer success metrics and identifying areas for improvement. * Collaborate with sales, product, and engineering teams to ensure alignment and effective solutions. * Ensure timely and effective delivery of customer success programs and initiatives, managing customer success processes and tools. * Identify and implement process improvements to enhance customer experience. * Contribute to the development of overall customer success strategy and roadmap, analyzing customer data and insights to identify trends and opportunities. **How You'll Add Value:** * Hire, guide, and develop a team of Customer Success Managers, as well as leaders/managers. * Motivate and lead the team to achieve OKRs and deliver world-class Gross Net Retention results for the Enterprise Customer Segment. * Manage Customer Retention, Churn, and key metrics such as customer health and NPS. * Hold CSMs accountable for team KPIs and company OKRs. * Assist with User Groups, Webinars, and User Forums. * Identify opportunities for Professional Services offered by arenaflex, Advantage, and Radar. * Manage credits requests and resolve escalated issues. * Manage customer programs and outreach initiatives. * Manage team expense reports and time off requests. * Provide industry, accounting, and solution expertise to the entire organization. * Other duties as assigned. **What You'll Need to Be Successful in This Role:** * Bachelor's degree or equivalent; Master's degree or relevant certification a plus. * 10+ years in a customer-facing role in customer success, account management, or related roles. * A proven track record as a Senior Manager of Customer Success Managers. * Experience supporting and maintaining Enterprise customers in a SaaS platform. * Ability to travel 25%. * Knowledgeable in all areas of a scalable, delightful customer journey. * Strong understanding of all platforms and tools used by the team and can explain them for best practice use. * Very organized, detail-oriented, and analytical. * Collaborative and flexible working style. * Ability to teach and coach effectively. * Efficient and timely with deadlines and deliverables. * Strong organization and time-management skills, with the ability to work independently without supervision. * Salesforce experience. **Preferred Qualifications:** * Previous Gainsight experience or other customer success management platform. * Previous Monday.com experience or other project management software. **arenaflex Team Member Benefits & Compensation:** * This position has a salary range of $145,000 - $174,000. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. * Comprehensive medical benefits, 100% paid for employee. * 401k + matching. * Equity Option Grant. * Unlimited PTO + Company holidays. * Wellness initiatives. **About arenaflex:** arenaflex is an equal opportunity employer, committed to creating a diverse and inclusive work environment. We're passionate about empowering our team members to produce top-notch results while elevating their skills. If you're a motivated and experienced professional looking to join a dynamic team, we encourage you to apply. **How to Apply:** If you're ready to take your career to the next level, apply now to become a part of our arenaflex team. Apply for this job