Head of Customer Success, Enterprise, USA, Remote
Join arenaflex, a leading fundraising platform, and revolutionize the way non-profit organizations raise funds. As a seasoned SaaS leader with a passion for the non-profit space, you will have the opportunity to build and lead a high-performing Customer Success team, driving engagement and growth across our largest enterprise and strategic non-profit customers.
About arenaflex
At arenaflex, we are reimagining the fundraising platform to create the most convenient and fastest way to donate to non-profit foundations. Our innovation is aimed at enhancing loading speeds, boosting conversion rates, offering diverse payment methods, and more. Each month, individuals worldwide donate tens of millions of dollars through our platform. We are the go-to fundraising solution for some of the world's leading non-profit organizations. The UNICEF, Barack Obama, the Alzheimer's Association, and many others leverage our platform for their online fundraising needs.
About The Role
We're looking for a proven SaaS leader with non-profit experience and a strong background leading and scaling teams to join our stellar Customer Success team and serve the world's most impactful non-profits. As the Head of Customer Success, Enterprises Accounts, you will play a pivotal role in building and leading a team of Customer Success Managers responsible for driving engagement and growth across our largest enterprise and strategic non-profit customers.
Key Responsibilities
As the Head of Customer Success, Enterprises Accounts, you will be responsible for:
- Leading arenaflex's Enterprise Customer Success team, ensuring consistent engagement and satisfaction among large enterprise customers.
- Developing workflows, playbooks, and KPIs for effective account management and customer growth.
- Overseeing and guiding CSMs in managing customer lifecycles, from kick off to ongoing account growth.
- Executing growth strategies and collaborating with Sales, Marketing, Implementation, and Product teams.
- Driving feature adoption and proactively managing customer risk for retention.
- Mentoring CSMs, ensuring high customer satisfaction, effective issue escalation, and robust feedback.
- Identifying growth opportunities (upsell, cross-sell) and building trusted advisor relationships.
- Cultivating a positive, remote work culture with a focus on delivering value to customers and exceeding KPIs.
Skills And Qualifications
To be successful in this role, you will need:
- Proven work experience of 8+ years in B2B or B2B2C SaaS Customer Success.
- Experience of 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, arenaflex 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 mission-driven organization that is making a real impact in the non-profit space.
- Work with a talented and diverse team of professionals who are passionate about customer success.
- Have the opportunity to build and lead a high-performing Customer Success team.
- Enjoy a competitive salary and comprehensive benefits package.
- Be part of a company that values work-life balance and offers remote working options.
How to Apply
If you are a seasoned SaaS leader with a passion for the non-profit space and a strong background leading and scaling teams, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. Apply Job! Apply for this job Apply tot his job Apply To this Job