At arenaflex, we are committed to creating a better digital world by empowering organizations to create, secure, and run applications that enhance how we experience our evolving digital world. As a Customer Success Manager III, you will play a critical role in driving digital transformation and customer loyalty by partnering closely with our customers to ensure they derive maximum value from their investment in arenaflex.
**About arenaflex**
arenaflex is a leading provider of digital transformation solutions, empowering organizations to create, secure, and run applications that enhance how we experience our evolving digital world. Our teams are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. We prioritize a diverse arenaflex community where each individual can thrive, and our Customer Success team is integral to our long-term success as a company.
**Job Summary**
As a Customer Success Manager III, you will be responsible for ensuring that our customers derive value from their investment in arenaflex, utilize all of their licenses, identify new opportunities, and collaborate with other arenaflex teams to ensure adoption and a successful renewal. You will act as an enabler to ensure our customers are successful and engaged, understand the full value of their investment with arenaflex, and drive new business growth through greater advocacy and reference-ability.
**Key Responsibilities**
* Ensure customer loyalty and value generation by:
+ Collaborating with customers to identify areas for improvement and develop strategies for success
+ Providing input to customer strategic plans and helping customers identify new opportunities for arenaflex
+ Ensuring customers utilize all of their licenses and identify new opportunities for arenaflex
+ Collaborating with other arenaflex teams to ensure adoption and a successful renewal
* Drive new business growth through:
+ Greater advocacy and reference-ability
+ Increased product adoption and customer satisfaction
+ Improved health scores and reduced churn
* Promote and educate customers on the resources and wider customer communities available
* Act as a mentor by working in partnership with the customer support service to ensure it is effective for improvement requests and critical issues
* Guide customers through significant service achievements such as upgrades, new releases, and new features
* Ensure customers successfully achieve desired business outcomes
**Leadership & Collaboration**
* Partner with account teams and other internal teams to develop successful account strategies and plans that direct company resources to encourage renewal and return of investment
* Engage with customers' cloud strategies and provide resources to assist their strategic business direction
* Manage internal relationships to promote customer success activities such as on-boarding, training, professional services, customer support, renewals, cross-sell/up-sell, and advocacy
* Diligently and consistently update the internal Customer Relationship Management system with the customer's business objectives and any metrics that define success to the customer
* Develop and maintain a continuous close relationship with the relevant Application Sales Representative(s) throughout the customer lifecycle
* Advocate on behalf of the customer with sales, product, and support organizations
**Industry Knowledge**
* Aid the arenaflex team in mapping customer journey
* Deliver regular business reviews and success plans to senior executives and key business partners
* Monitor customer usage data, health indicators, renewal dates, and growth opportunities and translate into strategies for success
* Develop an understanding of typical challenges faced by customers and map arenaflex features and associated business benefits to address their needs
**Critical Thinking, Innovation & Ability to Deliver Results**
* Analyze data to enable the development of a plan for each customer to ensure outcomes are measurable
* Use customer surveys for product and service feedback to help product management define the product roadmap and build continuous performance improvements across all teams
* Be a Customer Success evangelist for arenaflex, aiding in growing the tools and systems required to be successful
* Participate in the development of tools and resources used by the team, as well as the engagement points and methods both internal and external to arenaflex
**Requirements**
* Minimum of 8 years of experience delivering technology and business outcomes for customers and customer success related activities
* Bachelor's or Master's degree in a related field, Computing or Business & Information Technology preferred or equivalent validated relevant professional experience
* Professional experience and knowledge of our industry and a CSM role is required
* Strong empathy for customers and passion for revenue and growth
* Ability to quickly grasp and distinctly explain technological and business concepts
* Proven ability to develop and cultivate lasting customer relationships with limited resources
* Collaborative, persistent, and proactive
* Confident and engaging presentation skills, personable, positive, approachable, and tenacious
* Commercial acumen
* Resilient, handling pressured situations
* Strong time management work ethic and focus on delivery
* Willingness and ability to travel is required
**What We Offer**
* Competitive annual base pay: $132,726.00 - $199,088.00
* Incentive compensation, bonus, restricted stock units, and benefits
* Opportunity to work with a leading provider of digital transformation solutions
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
**Work Environment**
* Hybrid: Employees within 30 commutable miles of an arenaflex office are required to work from the office a minimum of 30 business days per quarter
* Remote: Primarily work from designated home location but can come into an arenaflex office to work or travel to an offsite location as needed
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we prohibit discrimination based on unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws.
**How to Apply**
If you are a motivated and experienced Customer Success professional looking to drive digital transformation and customer loyalty, please submit your application through our website. We look forward to hearing from you!