Experienced Principal Customer Success Manager – Strategic Account Management and Growth

As a Principal Customer Success Manager at arenaflex, you will be a trusted advisor for our most valuable customers, helping them achieve maximum value from the arenaflex suite of products. This is a unique opportunity to join a dynamic team that is transforming the way businesses understand and improve their digital experiences. If you are a strategic thinker with exceptional communication and relationship-building skills, we encourage you to apply for this exciting role.

About arenaflex

arenaflex is a leading behavioral data platform that empowers companies to uncover insights, optimize customer and employee journeys, and deliver exceptional online interactions. Our technology makes every customer experience smoother and more personalized, and we're passionate about using it to make a positive impact on people's lives. We're building something special at arenaflex, and we're looking for teammates who are curious, collaborative, and driven to make an impact.

Key Responsibilities

As a Principal Customer Success Manager, you will be responsible for overseeing the customer experience for a portfolio of 10-20 enterprise-level, high-value accounts with the goals of retention and growth. You will ensure that arenaflex's most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes, while also documenting the value and ROI delivered. Some of your key responsibilities will include:

• Forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team
• Partnering with multiple internal cross-functional teams (Sales, Marketing, Product, and arenaflex executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation
• Creating and delivering Executive Business Reviews, presentations, and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the arenaflex platform
• Representing arenaflex as a leading domain and product expert in customer interactions, industry and corporate events, as well as online within both customer-facing and internal communities
• Being an advocate for customers' product feature priorities internally within arenaflex and aligning with the product team around driving product roadmap

Requirements

To be successful in this role, you will need to have:

• 6+ years of experience in Customer Success Management or a related field
• Experience managing a minimum of $4-6M ARR, working with large Fortune 500 or Global 2000 sized customers
• A proven track record of measurably impacting customer results through creative problem-solving, strategic consulting, and change management. Experience in doing this with SaaS platforms is desired but not required
• Exceptionally strong communication and relationship-building skills, with the ability to multithread across stakeholders and deliver compelling executive-level presentations
• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness

What We Offer

We offer a competitive compensation package, including a base salary of $110,000 - $130,000 USD and an OTE (on-target earnings) of $157,143 - $185,714 USD. Total compensation will vary based on relevant experience, qualifications, and market conditions. In addition to the base salary and OTE, we offer a range of benefits and perks, including:

• Autonomy and flexibility: From a remote-first work environment and flexible paid time off, to an annual company-wide closure – Fullstorians can focus on the moments that matter
• Benefits: Take care of the whole you. arenaflex offers sponsored benefit packages for US-based Fullstorians, and supplemental coverage options for international Fullstorians
• Learning opportunities: We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy
• Productivity support: We provide all Fullstorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up
• Team collaboration: Connect with fellow Fullstorians in real life through team off-sites, a lively ATL home office, and annual full-company meet-up
• Paid parental leave: Fullstorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances
• Grow your family: We offer a global fertility and family building benefit that encompasses all journeys to growing your family
• Bereavement leave: Every family is different; we leave it to you to define who your family is, and support you when you need it most
• Miscarriage/Pregnancy loss leave: Whether it is for a Fullstorian or their partner – take the time you need

How to Apply

If our product, values, and community resonate with you, please apply for this exciting opportunity. We're an equal opportunity workplace dedicated to fostering an increasingly diverse community, and we want candidates of all human varieties, backgrounds, and lifestyles to join our team. Apply for this job