Experienced Full Stack Customer Success Manager – Commercial

Join arenaflex, a pioneering trust management platform, as we revolutionize the way businesses approach governance, risk, and compliance. Are you a seasoned Customer Success Manager with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? Look no further! arenaflex is seeking an experienced Full Stack Customer Success Manager to join our Commercial team, where you'll play a critical role in driving customer success, retention, and growth.

About arenaflex

arenaflex is on a mission to serve as the trust layer between great companies. Our innovative trust management platform uses AI-driven automation to modernize governance, risk, and compliance, helping thousands of businesses develop a more secure, proactive, and risk-aware organization to continuously maintain trust with customers. With a team of SaaS, security, compliance, and audit experts, we're building a better way to achieve and maintain a strong GRC posture.

Your Role

As a Full Stack Customer Success Manager at arenaflex, you'll be the driving force behind an exceptional customer experience, fostering trust, integrity, and long-term success through proactive engagement and data-driven insights. You'll build lasting relationships with customers and cross-functional teams to drive retention, product adoption, and growth. With a competitive fire and collaborative spirit, you'll tailor customer programs that optimize and automate alongside customers while championing diverse perspectives to achieve the best outcomes.

Key Responsibilities

* Serve as the primary point of contact and guide overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with arenaflex team and stakeholders

• Work collaboratively across pillars of CS, GTM, Operations, and arenaflex leadership teams to identify and realize value and revenue opportunities for each of our customers
• Partner with arenaflex's account executive, management, and other sales leaders to assure we continue value-selling based approach through customer journey from point of sale through expansion and renewal
• Engage daily and voraciously with our customers' and your own performance metrics and data, leveraging all available datasets to fuel more effective and efficient work and customer engagements
• Establish regular cadence meetings (weekly, monthly, quarterly, etc.) with each customer to align and realign on business objectives, KPIs, product use and product opportunities, progression of customer compliance journey, and overall compliance status
• Conduct milestone meetings between customers and arenaflex CS pillars, expanding customer relationship networks between their teams and ours (solutions architecture, compliance experts) in order to identify and drive value based on customer objectives
• Conduct QBRs with executive and C-level team members from customer orgs and arenaflex for our most strategic relationships
• Build and maintain a deep understanding of arenaflex's platform and engage with customers about the most relevant features/functionality for their specific business needs
• Become a trusted advisor for customers around best practices for progressing their compliance journey with arenaflex, establishing, nurturing, and expanding relationships within each customer organization in concert with relevant arenaflex team members and stakeholders
• Leverage relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it
• Help to grow mutual accountability between arenaflex and its customers as we build product, service models, and continually improve our delivery and execution

What You'll Bring

* 5+ years of experience in Customer Success Management role

• BA/BS or Equivalent
• Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.) required
• Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred
• Experience in B2B SaaS required
• Security, Compliance, and/or GRC experience strongly preferred
• Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication
• Active listener and capacity to synthesize and take action on complex dialogue and information
• Data-fueled approach to CSM work, voracious learner
• Collaborative, coachable, constructive attitude
• Embody our ethos of 'Trust'
• Demonstrable previous successes in a high-growth environment
• Resilient and adaptable to change
• High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.)

Benefits

* Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on-demand healthcare concierge

• HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)
• 100% paid short and long-term disability plus life + AD&D benefits
• Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
• Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
• 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child
• Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business-related items for your home office
• 401K: Reach your financial goals while reducing your taxes

Compensation

This role will receive a competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable range of On-Target Earnings (OTE) for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected OTE ranges for this role are set forth below, subject to change.

• Tier 1: $121,600 - $150,200
• Tier 2: $109,400 - $135,100
• Tier 3: $97,200 - $120,100

You can view which tier applies to where you plan to work here. A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above.

Join arenaflex Today!

If you're a motivated and results-driven Customer Success Manager looking for a new challenge, we want to hear from you! Apply now to join our team and be a part of shaping the future of trust management. Apply for this job