Head of Customer Success, Enterprise, USA, Remote at arenaflex
Unlock the Potential of arenaflex's Customer Success Team as a Proven SaaS Leader
Join arenaflex, a pioneering fundraising platform, in redefining the way non-profit organizations raise funds online. As the Head of Customer Success, Enterprises Accounts, you will play a pivotal role in driving engagement and growth across our largest enterprise and strategic non-profit customers.
About arenaflex
arenaflex is revolutionizing the fundraising landscape by creating a seamless and efficient way for individuals to donate to non-profit foundations. Our innovative platform boasts lightning-fast loading speeds, enhanced conversion rates, diverse payment methods, and more. With tens of millions of dollars donated every month, arenaflex has become the go-to fundraising solution for leading non-profit organizations worldwide, including the UNICEF, Barack Obama, and the Alzheimer's Association.
About the Role
We are seeking a seasoned SaaS leader with a strong background in non-profit experience and team leadership to join our esteemed Customer Success team. As the Head of Customer Success, Enterprises Accounts, you will lead a team of Customer Success Managers responsible for driving engagement and growth across our largest enterprise and strategic non-profit customers. Your expertise will be instrumental in developing workflows and playbooks to empower each CSM to deliver strong ROI to international non-profit organizations by maximizing their use of arenaflex's suite of products and features.
Key Responsibilities
* Lead arenaflex's Enterprise Customer Success team, ensuring consistent engagement and satisfaction among large enterprise customers.
- Develop workflows, playbooks, and KPIs for effective account management and customer growth.
- Oversee and guide CSMs in managing customer lifecycles, from kick off to ongoing account growth.
- Execute growth strategies and collaborate with Sales, Marketing, Implementation, and Product teams.
- Drive feature adoption and proactively manage customer risk for retention.
- Mentor CSMs, ensuring high customer satisfaction, effective issue escalation, and robust feedback.
- Identify growth opportunities (upsell, cross-sell) and build trusted advisor relationships.
- Cultivate a positive, remote work culture with a focus on delivering value to customers and exceeding KPIs.
Skills and Qualifications
* Proven work experience of 8+ years in B2B or B2B2C SaaS Customer Success.
- Experience working for (or working with Non-profits) a strong plus.
- Led Customer Success teams working with enterprise accounts for at least 4 years within rapidly scaling SaaS companies.
- Strong management skills. We're looking for someone who can easily win our current team's trust and can work towards building an even stronger Customer Success Team.
- Experience with CRMs, data/integration, Digital Marketing, Google Analytics, email marketing.
- Demonstrable ability to communicate, present, and influence C-level customer stakeholders.
- Experience working with international teams, eastern European would be a plus.
- Drives team success through effective KPIs.
- Works closely with Director of Customer Success to strategize, plan, and effectively deliver on results.
Benefits
Our compensation package includes comprehensive benefits and perks, meaningful equity, and a competitive salary:
- 15 days of vacation, 7 company holidays plus an additional 3 floating holidays and 5 sick days.
- 401(k) plan with company match.
- FSA Spending Account.
- 100% Company-paid short-term disability, long-term disability, basic life insurance, and AD&D.
- Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family.
- Paid parental leave.
- Remote working.
Why Join arenaflex?
* Be part of a pioneering fundraising platform that's making a real impact on the non-profit world.
- Collaborate with a talented team of professionals who share your passion for innovation and customer success.
- Enjoy a competitive salary, comprehensive benefits, and meaningful equity.
- Develop your leadership skills and expertise in a rapidly growing industry.
- Work remotely and enjoy a healthy work-life balance.
How to Apply
If you're a seasoned SaaS leader with a passion for customer success and a drive to make a difference, we want to hear from you. Apply now to join arenaflex's Customer Success team and be part of a revolutionary journey in fundraising. Apply for this job