Experienced Full Stack Senior Customer Success Manager – Digital Transaction Management

At arenaflex, we're revolutionizing the way businesses and individuals interact with each other through our cutting-edge identity-assured transaction management platform. As a pioneer in the industry, we've completed some of the world's first digital commerce transactions, including the first online real estate closing, online mortgage closing, online auto sale, and online will. Our mission is to digitize trust for all of life's most critical transactions, and we're looking for a talented Senior Customer Success Manager to join our team. As a Senior Customer Success Manager at arenaflex, you'll be responsible for building strategic relationships with our key accounts, driving product adoption and engagement, and collaborating with internal teams to drive platform enhancements and engagement strategies. You'll work closely with our data and analytics teams to drive deep insights, identify areas for upselling and cross-selling, and leverage those insights to drive initiatives forward.

What You'll Do:

* Build strategic relationships with key accounts, driving product adoption and engagement across our customers

• Own strategic relationships and be responsible for the goals, adoption, and growth of your accounts
• Collaborate cross-functionally with internal teams to drive platform enhancements and engagement strategies
• Work closely with our data and analytics teams to drive deep insights, identify areas for upselling and cross-selling, and leverage those insights to drive initiatives forward
• Develop and improve customer onboarding processes and customer service policies
• Create resources for customers that help them fully understand and utilize our products and services
• Monitor contract renewal dates and ensure renewal and upsell strategies are in place well in advance
• Identify areas for upselling and cross-selling by recommending additional products or services
• Gather data on improving products and services to share with upper management
• Provide high-level technical and product support

What We're Looking For:

* 8+ years of client management experience at a software company, agency, or management consultancy

• A Bachelor's Degree
• Strong project management skills
• Prior experience in Customer Success or an equivalent history of driving product adoption, retention, and revenue expansion
• Experience working with complex, multi-divisional, multi-geographical customers
• Motivation - Self-starter who works independently and proactively. Must be comfortable with ambiguity and accountable for one's own success
• Curiosity - Curious learner who asks thoughtful questions and seeks to understand the unique needs of each customer
• Technical proficiency - Aptitude for technical and complex products & services (APIs and third party integrations) with the ability to train others through enablement activities
• Leadership - Strong communication skills, executive presence, and confidence in varying levels of customer situations
• Relationship Building - Proven track record of building relationships with senior customer executives in large or highly strategic accounts
• Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail
• Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management both externally as well as internally

Our arenaflex Pillars:

* Pave the Way: When obstacles arise, we break through barriers with passion and perseverance. We lead with creativity and forward-thinking. We aim to set new standards and shape the future in a repeatable, scalable way so the path to success is easier for our team to follow.

• Own It: We embrace the responsibility that comes with supporting life's most important transactions. When a problem arises, we relentlessly pursue the solution with a 'Yes before no' attitude. Because every problem and every transaction is treated like it's our own.
• Act with Integrity: We are in the business of building trust, and it is at the core of everything we do. We are honest and transparent with our customers, each other, and ourselves. If we make a mistake, we own up to it right away and do what it takes to make it right. Our dedication to security and compliance is key to earning trust, fighting fraud, and ultimately, our success.
• Play to Win: We believe excellence is about always striving to be better, so when we get it wrong, we iterate, we learn, and we grow. We know we can only go so far alone, we're better together, and collectively, we win!

Here Are Some of Our Great Benefits:

* Medical, dental, and vision benefits

• Life insurance, long and short-term disability coverage
• 401k Plan with a 4% match, beginning on your hire date
• Unlimited Sick and Vacation time
• 14 paid company holidays
• 2 company Chillax weeks (Summer & Winter)
• 12 weeks of paid parental leave
• 4 week sabbatical after 5 years of continuous full-time employment
• Health Reimbursement Arrangements for fertility and gender affirmation
• Lunch on arenaflex through Grubhub credit
• Monthly work-from-home stipend
• Professional development credit
• Monthly reimbursement for Wellness
• And more!

Additional Information:

* This position will be posted and accepting applications through March 28, 2025.

• arenaflex is committed to building an inclusive environment for people of all backgrounds, and everyone is encouraged to apply. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you're passionate about customer success and want to join a team that's revolutionizing the way businesses and individuals interact with each other, apply now to become our next Senior Customer Success Manager! Apply for this job