Experienced Customer Success Manager – State & Local Government and Law Enforcement

At arenaflex, we're revolutionizing the way law enforcement agencies and government organizations solve crimes and prevent financial fraud with our cutting-edge facial recognition technologies. As a leading provider of AI-powered solutions, we're committed to helping our users make a meaningful impact in their communities. We're now seeking an exceptional Customer Success Manager to join our team and help us drive adoption and growth within the state and local government sector.

About arenaflex

arenaflex is a high-growth startup that's changing the face of public safety. Our mission is to empower law enforcement agencies and government organizations with the tools they need to keep their communities safe. With a focus on responsible innovation, we're dedicated to delivering solutions that make a real difference. If you're passionate about technology and public safety, and you're looking for a challenging and rewarding role, we'd love to hear from you.

Job Summary

As a Customer Success Manager at arenaflex, you'll play a pivotal role in shaping the customer experience and driving adoption of our facial recognition technologies within state and local government agencies. You'll be responsible for managing a portfolio of enterprise customers, building strong relationships with key stakeholders, and identifying growth opportunities to expand our footprint within the sector. If you have a proven track record of success in customer success and account management, and you're passionate about public safety, we'd love to hear from you.

Responsibilities

As a Customer Success Manager at arenaflex, your responsibilities will include:

• Proactively managing a portfolio of enterprise customers from trial to implementation to ongoing delivery to expand the scope and scale of arenaflex adoption
• Developing and building strong relationships with key customer stakeholders and executive sponsors, including steering committees, regular visits (virtual/in-person), reports, and events
• Understanding customers' needs and priorities to optimize the use of their platform
• Identifying growth opportunities for up-sell and cross-sell within existing accounts
• Increasing Net Revenue Retention through proactive and strategic engagement/expansion efforts
• Effectively communicating application features and product information for new releases and facilitating their adoption
• Being the voice of the customer and providing internal feedback on how arenaflex products can better serve our customers
• Collaborating closely with various cross-functional teams (Product Management, R&D, Marketing, and Sales) to drive better results
• Resolving billing and support inquiries in a timely and productive manner
• Coordinating small customer projects
• Assisting in onboarding new team members
• Additional duties and responsibilities as reasonably required by the employee's supervisor or CEO
• Managing and optimizing enterprise customer accounts, ensuring seamless onboarding, training, and ongoing support, with a focus on improving customer satisfaction and retention
• Exercising discretion and independent judgment in developing and implementing strategies to address customer needs and challenges, working closely with cross-functional teams such as finance and marketing, to ensure successful customer outcomes

Requirements

To be successful in this role, you'll need:

• 8+ years of enterprise software or SaaS customer success/account management experience, with specific experience supporting the public sector (military/government/law enforcement/public safety)
• Experience providing product support at the user level
• Experience using CRM tools (e.g., SFDC, Hubspot)
• Well-organized and excellent time management abilities
• Proven ability to collaborate and build strong relationships with customers
• Exceptional oral and written communication skills and attention to detail
• Passion for technology and public safety
• Bachelor's degree or equivalent experience
• Ability to travel within the United States

Benefits

As a valued member of our team, you'll enjoy a range of benefits, including:

• Medical, Dental, Vision, STD, and LTD plans
• FSA - Medical and Dependent Care
• EAP and wellness programs
• 13 Paid Holidays
• Unlimited PTO
• Flexible work environment - 100% remote
• 401(k) plan

Compensation

The expected annualized salary compensation for this position is between $80,000 - $90,000, with participation in our stock equity plan, and an annual at-target incentive bonus opportunity of at least 10% of salary at 100% achievement (actual achievement % will vary). This estimated salary represents the typical starting rate of candidates hired in a similar role. Factors that may be used to determine your actual salary include relevant experience, skills, and your remote work location.

How to Apply

If you're passionate about technology and public safety, and you're looking for a challenging and rewarding role, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job