Experienced Customer Success Manager – Solar Industry Operations and Maintenance

Join arenaflex, a fast-growing, venture-backed, climate tech startup that is revolutionizing the solar energy industry with its cutting-edge software solutions. As a Customer Success Manager at arenaflex, you will play a critical role in driving the implementation, adoption, and expansion of our industry-leading solutions in the solar industry. You will be responsible for managing a portfolio of enterprise accounts, ensuring their successful use of arenaflex's solutions, and cultivating and strengthening relationships with our customers in the solar PV industry.

About arenaflex

arenaflex is a pioneering company in the solar energy industry, committed to making solar asset management and operations and maintenance (O&M) dramatically simpler through better data, automation, and the integration of robotics. Our mission is to enable the solar energy industry to scale, and we are looking for talented individuals to join our team and help us achieve this goal.

What You Will Do

As a Customer Success Manager at arenaflex, you will be responsible for:

• Managing a portfolio of enterprise accounts, ensuring their successful use of arenaflex's solutions
• Contributing to our growth by implementing effective retention strategies and identifying upsell and expansion opportunities
• Working cross-functionally, particularly with the technical Project Manager, to design successful implementation plans and push the pace of value delivery
• Providing subject matter expertise to customers on solar operations and maintenance activities
• Contributing your experience with customers and solar O&M to product, engineering, and operations roadmaps as well as marketing campaigns
• Crafting comprehensive customer success plans that clearly identify a path to adoption maturity, customer satisfaction, and renewal/upsell opportunities
• Traveling to customer offices and solar sites around 20% of the time

Customer Interaction, Communication, and Problem-Solving Skills

As a Customer Success Manager at arenaflex, you will be responsible for:

• Taking responsibility for all stages of the customer lifecycle, including managing a successful implementation, driving adoption of robotics inspections analytics and advanced use cases, and securing renewals
• Exhibiting superb communication skills, demonstrating the ability to communicate effectively with a wide range of stakeholders in various scenarios, including executive audiences and operations and maintenance field personnel
• Taking a consultative style approach to educating customers on the benefits of their subscriptions
• Utilizing commercial negotiation, consultative-style discovery, and product discovery methodologies to resolve issues effectively
• Conducting in-field and remote product discovery with customers
• Leveraging various data sources to drive outcomes for relevant customers, demonstrating proficiency in quantitative and qualitative data analysis
• Using insights gained to understand utilization, product adoption, customer satisfaction, and retention and expansion metrics
• Collaborating heavily with Product, Engineering, and Operations teams, serving as the "voice of the customer" to ensure their needs are adequately met
• Collaborating heavily with the Project Manager to define success criteria for the customer and to monitor progress across customer accounts
• Working closely with the Customer Success team to use a data-backed approach in understanding larger product or service needs, influencing roadmaps, and shaping procedures

What You Will Bring

To be successful in this role, you will need to bring:

• 3-5 years of experience in the solar industry, with a focus on operations and maintenance
• Expertise with or strong interest in solar asset management and operational processes, preferably from in-field experience
• 5+ years of experience in a customer-facing role, with a focus on business development, commercial negotiation, and SaaS solutions
• Deep analytical thinking and demonstrated quantitative experience
• Independently building relationships with high-value customers
• Conducting discovery conversations with a wide range of customer stakeholders, including c-suite executives and field personnel
• Managing >5 enterprise customers simultaneously
• Experience with DAS/SCADA platforms preferred
• Proficiency in creating compelling PowerPoint presentations
• Fluency in languages beyond English is a plus, although not required

Benefits and Perks

As a member of the arenaflex team, you will enjoy:

• Complete ownership and accountability over your role and success in the team
• Transparency into the operations of the rest of the company and are expected to be transparent and communicate honestly and effectively
• A sense of urgency, working in a fast-paced industry and building a once-in-a-lifetime company
• Remote-first working model (free to work anywhere in the lower 48 states unless otherwise noted for the role)
• Competitive compensation, including an equity package
• Paid travel for in-person off-sites and team get-togethers (quarterly)
• Medical, dental, vision, life, and short-term disability insurance
• Unlimited paid time off (that we encourage you to use!)
• 401(k) with multiple low-fee options
• Desk budget
• Monthly Lunch & Learns plus plenty of DoorDash credit
• Amazing team members that tend to love memes, pets, solar, and being active

Our Values

At arenaflex, we value:

• Be Ready to Ride: Raptors are fiercely collaborative and driven by a shared vision: audacious impact. We go the extra mile. We don't shy away from hard work; we embrace it. Be ready for any opportunity that comes your way, and seize it! We do the needful for each other and our customers, no matter what.
• Show, Don't Tell: Raptors utilize data as our bedrock and build from first principles. We challenge the status quo by continuing to test, learn, and iterate. Because of this, we default to action over agonizing. We love new ideas and encourage every Raptor to showcase their data-backed hypothesis.
• Build Something Customers Need: We relentlessly build what matters most — game-changing products that deliver high-impact value to our customers. We’re built for action. We take customer needs (which implies they can’t live without) and translate them into solutions that accelerate their success. When our customers scale, arenaflex scales.
• Be Resourceful: Raptors actively break down barriers, unlock creative problem-solving, and thrive in the fast lane. While we plan for the long-term, arenaflex works on the hours and days timescale. Utilizing an “explore every option” mindset to solve problems is part of our DNA and maintains our startup edge in a rapidly changing world. We choose to be efficient and resourceful, which enables out-of-the-box thinking.
• Be Direct, Be Kind: Raptors value the single source of truth both in our product and our day-to-day work. We default to giving explanations for changes and to sharing knowledge in public forums. Choosing to speak up while being mindful of people with a different background than you, is valued and appreciated. Do what is right for the customers and for each other. Mistakes happen; we are all learning together.
• Appreciate the Planet: Raptors embrace our role as pioneers in the solar revolution. Our passion extends beyond modules and megawatts. We are working to protect the world for now and for future generations. We crave sunshine, and prioritize being active adventurers of the planet because we know there is no Planet B.

Join the arenaflex Team

If you are excited about this role and the future of solar, we encourage you to apply. Check out our Series C funding announcement to learn more about our company's growth and vision. Apply for this job