**Experienced Vice President of Customer Success EMEA – Digital Asset Management**

At arenaflex, we're revolutionizing the way teams manage digital assets. Our AI-powered digital asset management platform empowers organizations to conquer the chaos of proliferating content, touch points, and relationships, enabling them to thrive in a rapidly changing world. As a leader in the industry, we're committed to innovation and excellence, and we're seeking an exceptional Vice President of Customer Success EMEA to join our global team of 500+ 'arenaflexies'. **About arenaflex** arenaflex is a pioneering company that has disrupted the digital asset management landscape with its cutting-edge AI-powered platform. Our mission is to empower teams to work smarter with their content, and our platform has already made a significant impact on the lives of over 1.4M users across 3,700+ organizations, including Spotify, Puma, Five Guys, and Icelandair. With a presence in seven offices worldwide, arenaflex offers a dynamic environment where you can make a real impact and grow your career. **The Role** As the Vice President of Customer Success EMEA, you will be responsible for developing, implementing, and managing a world-class customer value lifecycle strategy aligned with arenaflex's overall business objectives. This role will lead a high-performing team in the EMEA to deliver an exceptional customer experience, drive customer adoption, value, and outcomes, retention, and growth, and foster strong customer relationships across all customer segments. **Key Responsibilities** * Develop, implement, and manage a customer success strategy that supports arenaflex's growth objectives and aligns with overall business goals across enterprise, mid-market, and SMB segments, with an emphasis on our enterprise customer base. * Lead a high-performing customer success team responsible for driving customer adoption, value, outcomes, retention/renewals, growth, and advocacy. * Experience hiring, developing talent, scaling teams, and implementing standards, processes, and best practices that support a growing team. * Develop world-class retention programs that include executive alignment and drive value and outcomes to drive to a 95%+ gross retention rate and partner with sales to deliver 110%+ net retention. * Foster strong executive-level relationships with key decision-makers at enterprise accounts. * Measure the effectiveness of customer success initiatives by tracking key metrics, such as net retention, gross retention/churn, logo retention, expansion, customer adoption, and value realization, and NPS, and develop strategies to optimize KPIs. * Analyze customer feedback, data, and insights to identify patterns and trends in customer behavior to identify and take action on opportunities for improvement. * Collaborate with the Scaled Customer Experience team to help optimize the scaled customer success journey, automate outreach, increase operational efficiency, and reduce costs. * Develop a CSM enablement program to drive world-class net and gross retention that focuses on CSM skill sets with specific attention on the segments they manage and the continuously evolving dynamics of the economy that require new skills. * Work cross-functionally with the sales team, product team, marketing team, and revenue operations team to align on strategies to drive customer retention and growth and to ensure an exceptional customer experience. * Identify and address customer pain points, proactively resolving issues and escalating as needed. * Prepare and present reports to executives and stakeholders on KPIs, trends, customer success initiatives, and their impact on the business. * Be an evangelist of arenaflex to our customers. **What You Bring** * 10+ years of experience in customer success or account management roles within a B2B SaaS company in first-line leadership roles, managing both managers and individual contributors. Experience with enterprise marketing technologies is highly preferred. * Experience in scaling Customer Success teams and strategy for organizations growing from $100m+ revenue. * "Deliver plus one" mindset and approach where we can only succeed with happy and healthy customers and we have strong customer advocacy throughout the customer base. * Consultative and demonstrated ability to navigate the complexities and varying needs and expectations across company size, industries, and lifecycles, with an emphasis on enterprise organizations. * Deep understanding of the enterprise sales cycle, organizational mapping, and account profiling, customer journey, and value drivers. * Proven track record of developing and implementing effective customer success strategies and programs and scaling customer success teams. * Commercial skills and experience in discovery, account profiling, and planning, value realization, negotiations, and objection handling to support CSM-driven renewals. * Strong analytical skills and data-driven approach to decision making to both demonstrate value to customers and to make evidence and data-informed decisions on strategy and approach. * Exceptional business acumen with strategic thinking, problem-solving, and thought process to understand business situations and make sound decisions. * Strong leadership and people management skills with the ability to build and develop high-performing teams. * Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders and collaborate cross-functionally. **Why You'll Love arenaflex** At arenaflex, innovation is in our DNA. We've worked hard to build an environment that promotes creative thinking and self-initiative within a culture of fun. It's common to find colleagues hanging out after work - if you believe in "be nice, work hard, have fun", you'll have an office full of friends. **What We Have** * Challenging and inspiring work environment * Flat hierarchy where your voice will be truly heard * An experienced team is ready to welcome you anytime * Unlimited vacation policy * Amazing office in the heart of Amsterdam and Rotterdam **Our Commitment** arenaflex Love is the principle that guides the way we grow our teams, support our employees, and celebrate our differences. At arenaflex, we strive to create a culture that embraces every arenaflexie because differences in background, experience, and perspective make arenaflex even better. At arenaflex, a diverse, inclusive, and equitable workplace is one where all employees, whatever their ethnicity, color, sex, age, religion, disability, sexual orientation, gender identity, national origin, or physical and mental ability are valued and respected. Our commitment is for all arenaflexies to have the freedom to be their true authentic selves. Just as we are never finished innovating, arenaflex's commitment to being An Even Better arenaflex is a constant, evolving commitment that includes education, listening, and action. **Ready to Join the arenaflex Team?** If you're a seasoned customer success leader with a passion for innovation and a drive to deliver exceptional customer experiences, we want to hear from you. Apply now to join our talented team and be part of shaping the future of digital asset management. Apply for this job