Experienced Customer Success Manager – Higher Education Platform Development and Partnership Growth

At arenaflex, we're revolutionizing the student experience by providing a cutting-edge platform that empowers students to navigate their education with clarity, confidence, and purpose. As a fast-growing startup, we're backed by leading social impact investors and partner with top institutions like Cornell, Columbia, UVA, and Ohio State to support over 1 million students across 7 countries. We're committed to our mission of making a lasting difference on both students' lives and higher education.

About the Role

We're seeking an experienced Customer Success Manager to join our high-performance team. As a key member of our customer success team, you will be responsible for building and cultivating deep, trusted, and transparent relationships with our Partners, exceeding their expectations during every phase of the customer lifecycle. You will work closely with our internal teams, including sales, product, and marketing, to recognize potential improvements for arenaflex's Product and Partnership experience.

Key Responsibilities

* Relationship Management: Become an effective point of contact for institutions, building and cultivating deep, trusted, and transparent relationships with our Partners, exceeding their expectations during every phase of the customer lifecycle.

• Value Realization: Establish clear Partner retention and success goals, including high product adoption and high platform utilization, and own delivery of those goals. Increase product NPS from 50 to 80. Identify potential opportunities for upsell which increases the impact on campus.
• Thought Partnership: Be a strategic “voice of the customer” thought-partner for our internal teams (product, marketing, sales) to recognize potential improvements for arenaflex’s Product and Partnership experience.
• Partner Training: Get high NPS and adoption from training across diverse roles (advisors, registrar). Creating training courses and educational materials.
• 100% Renewals: Own renewals for your partners end-to-end.

Essential Qualifications

* Bachelor's degree, minimum

• Professional background in education technology required
• Partner Success: Seamlessly navigate multi-stakeholder environments, forging connections at all levels within partner and internal organizations, to realize and drive long-term success
• Customer Empathy: Deep empathy for stakeholders and motivated to make them achieve their goals
• Persuasion & Influence: Articulate ideas persuasively. Influence and inspire action or decision-making. Use compelling arguments and evidence
• Experienced with Legacy Space: Know how to get shit done in bureaucratic, slow orgs like government, finance, healthcare and higher ed. Understand the politics going behind the scene in a large institution
• Problem Solving: Proactively identify, share and mitigate/neutralize risks - both internally and externally. Exercise creativity to figure things out in a scrappy environment to keep projects on track
• Data Analysis & Reporting: Analyze data and effectively translate into ROI realization. Comfortable with csv files and excel
• Training: Train diverse stakeholders on a complex product (enterprise B2B SaaS)
• Documentation & Communication: Write succinct notes and share updates with relevant stakeholders
• Focused on Impact, not Progress: Not task oriented but goal oriented
• Operationally Excellent: Manage your caseload of 25 Partners effectively
• Comfortable with Commercial: You don't shy away from up-sell or renewal conversations (commercial conversations) with Partners
• Collaborative Player: You collaborate with sales, product and marketing teams independently
• Grit: You get stuff done, no matter what attitude - no internal or external excuses
• Culturally Aligned: You're a natural fit for arenaflex Values: My Heart is in the Work

Preferred Qualifications

* Master's degree or higher in a related field

• Experience working in a fast-paced, dynamic environment
• Proven track record of success in customer success, account management, or a related field
• Strong understanding of the higher education industry and its challenges
• Experience working with SaaS products and platforms
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work in a remote environment and collaborate with a distributed team

Why Join arenaflex

* Be part of a customer-centric team that is addressing the core issues in higher education via an expandable platform that is overwhelming loved by students and valued by administrators

• The opportunity to join at the ground level of a promising and developing organization, and build/lead a team critically responsible for its growth
• Work and learn from some of the most prominent thought leaders in higher education and SaaS
• Be part of a culture where ownership, new ideas, and creativity is celebrated
• Generous stock options in a Series A stage startup
• Flexible, outcome-based culture
• Comprehensive health insurance, with arenaflex covering 99% of your premium and 75% for dependents on our base plan
• 401K and commuter benefits
• Annual international retreats in some of the most beautiful cities and towns

Compensation

* $80,000 - $165,000 base salary, plus equity

arenaflex is an Equal Opportunity Employer

Our company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.

Apply to this Job

If you're passionate about making a difference in higher education and have the skills and experience to succeed in this role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the perfect fit for this position. Apply for this job