Are you a customer success expert with a passion for driving business growth and delivering exceptional experiences? Do you thrive in a dynamic, fast-paced environment where no two days are the same? If so, we invite you to join arenaflex as a Senior Customer Success Manager, Emerging Enterprise. In this role, you will be responsible for managing a portfolio of high-growth, emerging enterprise accounts, driving customer success, and expanding arenaflex's product suite.
**About arenaflex**
arenaflex is a pioneer and market leader in Experience Management, with a mission to empower organizations to deliver exceptional experiences that drive business growth and customer loyalty. Our award-winning SaaS platform, arenaflex Experience Cloud, is the most comprehensive and intuitive experience management solution on the market. At arenaflex, we believe that every experience matters, and we're committed to creating a culture that values every person and every experience.
**Our Values**
* Every Experience Matters: We believe that every interaction, every conversation, and every experience has the power to shape our relationships and drive business growth.
* Talent is Everywhere: We celebrate diversity and recognize the value it brings to our customers and employees.
* All Belong Here: We're committed to creating an inclusive and welcoming environment where everyone feels valued and empowered to succeed.
**Job Summary**
As a Senior Customer Success Manager, Emerging Enterprise, you will be responsible for managing a portfolio of high-growth, emerging enterprise accounts, driving customer success, and expanding arenaflex's product suite. You will work closely with cross-functional teams, including sales, marketing, product, and services, to deliver exceptional customer experiences and drive business growth.
**Key Responsibilities**
* Manage a portfolio of high-growth, emerging enterprise accounts, driving customer success and expanding arenaflex's product suite.
* Develop and execute customer success plans, including strategic direction setting, product adoption, and expansion of arenaflex's product suite.
* Collaborate with cross-functional teams, including sales, marketing, product, and services, to deliver exceptional customer experiences and drive business growth.
* Proactively build relationships with customers, identifying opportunities to drive growth and expansion.
* Reactively resolve customer conflicts, escalating and driving a sense of urgency where necessary.
* Develop and deliver compelling proposals and presentations to customers, using the Google Suite set of products.
* Execute commercial transactions, including pitching, negotiating, and closing deals.
* Travel up to 40% to meet with customers and attend industry events.
**Expected Outcomes**
* Customer Success: measured by adoption and value realization of arenaflex's product suite and services, published case studies, participation in webinars and conferences, and overall client NPS.
* arenaflex Success: measured by the financial performance of your accounts, renewal, and expansion.
**Day-to-Day Responsibilities**
* Assimilate with account teams both internally and externally to:
+ Contact and start developing relationships with customers.
+ Track and assess account health.
+ Formulate an action plan to manage goals, challenges, risks, and growth opportunities.
+ Build trusted advisor relationships with key decision-makers at customers.
+ Execute on your action plan per customer.
+ Collaborate cross-functionality with internal arenaflex teams to drive a long-term healthy customer program.
+ Ensure timely and accurate customer health updates (StrikeDeck, SalesForce.com).
+ Own forecasting and prioritization for customer success amongst your assigned accounts.
+ Represent the voice of the customer and employee in leadership meetings.
+ Create reference-able customers (case studies, reference calls, speaking engagements).
**Required Qualifications**
* 5+ years of customer-facing experience in a CSM function, account management, consulting, or client service role.
* A mix of business and technical acumen with the ability to engage and add value in discussions involving both technology and business strategy.
* Experience facilitating meetings, delivering executive presentations, and resolving conflict with resources at all levels.
* Ability to handle challenging customers or situations and drive to mutually agreeable outcomes.
* Proficient in building and delivering compelling proposals and presentations via the Google Suite set of products.
* Ability to execute commercial transactions (pitching, negotiating, closing).
* Willingness to travel up to 40%, to be determined by client needs and individual's geographic location and abilities.
**Preferred Qualifications**
* Excellent and empathetic account leadership, advocacy, and coordination skills with a bias for action.
* Passionate about your customers' success.
* Accomplished presentation skills.
* Effective communicator both written and verbal.
* Ability to work creatively and analytically to solve problems.
* Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations.
* Able to make decisions within appropriate time frames with sound justification and can learn from mistakes.
* Demonstrated ability working collaboratively across the organization to achieve results important to your customers (Pre-sales, Sales, Product, Professional Services, etc.).
**What We Offer**
* Competitive salary and bonus structure.
* Comprehensive benefits package, including medical, dental, and vision insurance.
* 401(k) matching program.
* Generous paid time off and holidays.
* Opportunities for professional growth and development.
* Collaborative and dynamic work environment.
* Recognition and rewards for outstanding performance.
**How to Apply**
If you're a customer success expert with a passion for driving business growth and delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and welcoming environment where everyone feels valued and empowered to succeed.