Experienced Senior Manager, Customer Success – Enterprise Customer Retention and Growth

At arenaflex, we're revolutionizing the restaurant industry with our cutting-edge cloud-based platform, providing a unique, centralized solution for accounting and back-office operations. Our culture is built on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we're and always will be "Best in Class" – and we want that for you too!

Job Summary:

We're seeking an experienced Senior Manager, Customer Success to lead our Enterprise Customer Success team. As a key member of our organization, you'll be responsible for overseeing and mentoring a team of Customer Success Managers, driving retention, adoption, and growth for our Enterprise customers. You'll work closely with cross-functional teams, including Sales, Customer Experience, CS Operations, Support, Product, and Development, to ensure seamless customer success.

Key Responsibilities:

* Lead, mentor, and develop a team of Customer Success Managers (CSMs), setting team goals, tracking performance, and providing regular feedback.

• Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users.
• Develop and implement customer success strategies to drive adoption, retention, and growth, monitoring key customer success metrics and identifying areas for improvement.
• Collaborate with sales, product, and engineering teams to ensure alignment and effective solutions.
• Ensure timely and effective delivery of customer success programs and initiatives, managing customer success processes and tools.
• Identify and implement process improvements to enhance customer experience.
• Contribute to the development of overall customer success strategy and roadmap, analyzing customer data and insights to identify trends and opportunities.

How You'll Add Value:

* Hire, guide, and develop a team of Customer Success Managers, as well as leaders/managers.

• Motivate and lead the team to achieve OKRs and deliver world-class Gross Net Retention results for the Enterprise Customer Segment.
• Manage Customer Retention, Churn, and key metrics such as customer health and NPS.
• Hold CSMs accountable for team KPIs and company OKRs.
• Assist with User Groups, Webinars, and User Forums.
• Identify opportunities for Professional Services offered by arenaflex, Advantage, and Radar.
• Manage credits requests and resolve escalated issues.
• Manage customer programs and outreach initiatives.
• Manage team expense reports and time off requests.
• Provide industry, accounting, and solution expertise to the entire organization.
• Other duties as assigned.

What You'll Need to Be Successful in This Role:

* Bachelor's degree or equivalent; Master's degree or relevant certification a plus.

• 10+ years in a customer-facing role in customer success, account management, or related roles.
• A proven track record as a Senior Manager of Customer Success Managers.
• Experience supporting and maintaining Enterprise customers in a SaaS platform.
• Ability to travel 25%.
• Knowledgeable in all areas of a scalable, delightful customer journey.
• Strong understanding of all platforms and tools used by the team and can explain them for best practice use.
• Very organized, detail-oriented, and analytical.
• Collaborative and flexible working style.
• Ability to teach and coach effectively.
• Efficient and timely with deadlines and deliverables.
• Strong organization and time-management skills, with the ability to work independently without supervision.
• Salesforce experience.

Preferred Qualifications:

* Previous Gainsight experience or other customer success management platform.

• Previous Monday.com experience or other project management software.

arenaflex Team Member Benefits & Compensation:

* This position has a salary range of $145,000 - $174,000. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location.

• Comprehensive medical benefits, 100% paid for employee.
• 401k + matching.
• Equity Option Grant.
• Unlimited PTO + Company holidays.
• Wellness initiatives.

About arenaflex:

arenaflex is an equal opportunity employer, committed to creating a diverse and inclusive work environment. We're passionate about empowering our team members to produce top-notch results while elevating their skills. If you're a motivated and experienced professional looking to join a dynamic team, we encourage you to apply.

How to Apply:

If you're ready to take your career to the next level, apply now to become a part of our arenaflex team. Apply for this job