Head of Customer Success – Leading Digital Signage Customer Success Team for arenaflex to Drive Revenue Growth and Customer Satisfaction

Introduction to arenaflex

Since 1992, arenaflex has been at the forefront of making digital signage easy for organizations worldwide. With a presence in over 100 countries, our easy-to-use software, hundreds of professionally designed templates, and exceptional customer service have enabled organizations to be up and running in minutes. As a leader in the digital signage industry, we are committed to helping our customers achieve their goals and drive business success. To further enhance our customer success efforts, we are seeking an experienced and results-driven Head of Customer Success to join our team.

Mission of the Head of Customer Success

Reporting to the Chief Revenue Officer, the Head of Customer Success will be accountable for leading the customer success team in the execution of our revenue strategy to achieve our gross revenue retention goals. The successful candidate will be responsible for developing and implementing customer success processes, identifying expansion opportunities, and providing customer insights to drive marketing campaigns. If you are a motivated and experienced customer success professional looking to make a significant impact, we encourage you to apply for this exciting opportunity.

Role Responsibilities

The Head of Customer Success will be responsible for the following key areas:

• Own and develop customer success processes for scaled SMB and higher-touch mid-market/enterprise accounts, covering health scoring, onboarding, adoption, renewals, cancellation deflection, and training to ensure customers get results from their digital signage.
• Support the sales team by identifying expansion opportunities and provide customer insights to the marketing team to drive campaigns.
• Create automation to help the team scale and manage large books of business and touch all SMB accounts.
• Become a product expert on arenaflex, understand our message, and how to position and sell arenaflex.
• Talk to customers every week to maintain a deep understanding of key customer segments, the problems they face, and the value they get from arenaflex.
• Ensure all related activity is diligently logged in the CRM, providing a clear history of customer interactions.
• Coach the customer success team, review call recordings, and ensure the team works according to our standards.
• Lead by example to create and maintain a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability.
• Ensure each team member knows their quarterly targets and has clear visibility on metrics and their respective critical numbers.
• Travel 5-10% of the time to company meetings and customer sites to strengthen relationships with key customers and train Customer Success Representatives.
• Predictably forecast Gross Revenue Retention and continuously validate and improve our tactics and processes by analyzing aggregated data.

Role Requirements

To be successful in this role, you will need:

• 5+ years of experience in customer-facing roles and multiple years of people management experience.
• Knowledge of what good scaled customer success looks like, with experience managing a high volume of accounts and a range of annual contract values.
• High standards for work, with the ability to get tasks done quickly and appreciate the power of constraint.
• Experience with spreadsheets and SaaS metrics, including NRR and GRR.
• Expertise in HubSpot, our CRM, customer success system, marketing automation tool, and more.
• A positive and practical approach, with a willingness to roll up your sleeves and see imperfect situations as opportunities.
• Excellent communication skills, with the ability to talk to customers and learn about their problems and how arenaflex helps them.
• Bonus points for experience working with the channel/resellers.

Essential Qualifications

In addition to the role requirements, the ideal candidate will possess:

• A strong understanding of customer success principles and practices.
• Experience in developing and implementing customer success strategies and processes.
• Excellent leadership and management skills, with the ability to motivate and coach a team.
• Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders.

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Experience working in the digital signage industry or a related field.
• Knowledge of sales and marketing principles and practices.
• Experience with other CRM systems or customer success tools.
• A certification in customer success or a related field.

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Leadership: The ability to lead and motivate a team, with a strong understanding of customer success principles and practices.
• Communication: Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders.
• Analysis: Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
• Time Management: The ability to prioritize tasks and manage time effectively, with a strong understanding of the power of constraint.
• Adaptability: The ability to adapt to changing circumstances and priorities, with a positive and practical approach.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Head of Customer Success, you will have the opportunity to:

• Develop and implement customer success strategies and processes.
• Lead and motivate a team of customer success professionals.
• Work closely with sales and marketing teams to drive revenue growth and customer satisfaction.
• Stay up-to-date with the latest industry trends and developments.
• Participate in training and development programs to enhance your skills and knowledge.

Work Environment and Company Culture

At arenaflex, we pride ourselves on our positive and supportive company culture. As a Head of Customer Success, you will be working in a dynamic and fast-paced environment, with a team of experienced and motivated professionals. We offer a range of benefits, including:

• Flexible Working Hours: We offer flexible working hours to ensure a healthy work-life balance.
• Remote Work Options: We offer remote work options to ensure you can work from anywhere.
• Professional Development: We offer training and development programs to enhance your skills and knowledge.
• Team Building Activities: We offer regular team building activities to foster a sense of community and teamwork.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Base Salary: $125K per year.
• Variable Compensation: $50K per year, based on performance.
• Health and Dental Benefits: We offer comprehensive health and dental benefits to ensure your well-being.
• RRSP/401K Matching: We offer RRSP/401K matching up to 5% to help you save for your future.
• Group Profit Sharing Program: We offer a group profit sharing program to reward your contributions to our success.
• Health Spending/Wellness Spending: We offer $500 per year for health spending and wellness activities.
• Learning and Development: We offer $2000 per year for learning and development activities.
• Vacation Time: We offer 20 days of vacation per year, pro-rated based on your start date.

Conclusion

If you are a motivated and experienced customer success professional looking to make a significant impact, we encourage you to apply for this exciting opportunity. As a Head of Customer Success at arenaflex, you will have the opportunity to develop and implement customer success strategies, lead and motivate a team, and drive revenue growth and customer satisfaction. With a competitive compensation package, flexible working hours, and a range of benefits, this is an opportunity not to be missed. Apply now to join our team and take your career to the next level!