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Join arenaflex: Empowering the Data-Enabled Future
In today's rapidly evolving digital landscape, data has become the cornerstone of modern business strategy. Organizations across every industry are recognizing that trusted, well-managed data is no longer a luxury—it's a strategic imperative. At arenaflex, we exist to empower the possibilities of the data-enabled future. We are a growing Microsoft top-tier partner specializing in Master Data Management (MDM) solutions, helping enterprise customers transform their data into a competitive advantage.
As we continue to expand our customer success team, we are seeking an experienced Enterprise Customer Success Manager who shares our passion for customer empowerment and data-driven transformation. This is a remarkable opportunity to join a company recognized as a Top Workplace, where your contributions will directly impact customer outcomes and drive the future of enterprise data management.
About This Role
Reporting to our Vice President of Customer Success, the Customer Success Manager will be responsible for helping existing customers maximize their usage of arenaflex's Master Data Management Platform. You will play a pivotal role in driving customer retention, expanding deployments, and creating enthusiastic advocates who promote arenaflex within their professional networks.
In coordination with various value-added resellers (VARs), you will manage approximately 50-60 enterprise software accounts spanning different customer segments (strategic, develop, sustain), different points in their customer journey, and various license models (SaaS, subscription, and perpetual). Your accounts will span multiple industries, offering diverse challenges and opportunities for professional growth.
What You Will Accomplish
Objective #1: Platform Adoption
You will work across arenaflex teams, functions, and our VAR partners to ensure that both new and existing customers are leveraging arenaflex to deliver tangible business value: increased revenue, decreased cost, or decreased risk.
- For New Customers: You will engage with day-1 customers as their dedicated advocate to ensure that project planning, kick-off, requirements documentation, implementation, and go-live remain on track. While not responsible for the direct delivery of those actions, you will ensure that cross-functional teams are tracking progress and alert leadership to potential risks or delays.
- For Existing Customers: Prioritized by customer segment, you will ensure existing customers are optimally utilizing the arenaflex platform to realize maximum benefit from their partnership with us. As needed, you will leverage support, professional services, partners, and other leadership to ensure that arenaflex continues to deliver value as customers navigate their data journey.
Objective #2: Retention & Renewals
By ensuring customers are realizing tangible results through platform adoption, each quarter you will exceed 95% gross retention of annual recurring revenue that is up for renewal.
- Manage Business Critical Escalations: In software, challenges will inevitably occur. When new or existing customers experience major challenges with their deployment, you will serve as the quarterback to bring in the right resources to assess the situation, develop mitigation plans, and ensure those plans are executed to resolution.
- Proactively Identify and Mitigate Risk: By thoroughly understanding the implementation/adoption status and solution significance within your assigned accounts, you will leverage cross-functional teams to help struggling customers realize their data management goals.
Objective #3: Customer Satisfaction
Your cross-functional coordination of arenaflex, partner, and customer resources to ensure value realization will create enthusiastic customers who will readily promote arenaflex to colleagues and peers.
- Become the trusted advisor to guide customers to achieving business outcomes that matter to their organization. As the arenaflex Customer Success Manager, you are not expected to know every answer or be able to carry out every action item independently. You are expected to leverage your peers, cross-functional teams, and arenaflex VARs to meet customer expectations along their journey.
- Enable key stakeholders and executive sponsors within our customers to become "Data Heroes" within their own organization. By being the reliable go-to resource to align cross-functional teams both within arenaflex and within your accounts, you will enable your customers to unleash the power of their own data.
Objective #4: Expansion
Building upon adoption, you will identify additional use cases for the arenaflex platform that result in platform expansion or conversion to SaaS.
- Understand use cases and value drivers across industries. Armed with a fundamental understanding of core business operations across several industries, you will leverage documented customer results and case studies to actively promote additional arenaflex use cases among your accounts.
- Leverage arenaflex thought leaders and executives to align with customers' strategic goals. You will recognize high-potential or high-risk accounts and engage cross-functional resources to develop engagement plans to gain access to customer executives and align arenaflex with customer strategic goals.
Your Success Timeline
In Your First 30 Days
Understand the solutions and value arenaflex delivers, understand our account segmentation and corresponding engagement motions, and familiarize yourself with your assigned accounts.
- Thoroughly digest and familiarize yourself with 10 existing customer case studies and sit in on six customer demonstrations.
- Fully understand arenaflex's customer segmentation model (strategic, develop, sustain) and the corresponding expected activities by motion (new customer, upcoming renewal, steady state) for each segment, and how it applies to each account in your territory.
- Invest time with your CSM peers, your VP of Customer Success, and other internal teams to research and understand the segment, current motion, and implementation/adoption status of each existing account in your territory.
- Develop your prioritized existing account engagement plan based upon customer segment.
In Your First 90 Days
Activate your account engagement plan and engage with 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts. Begin managing adoption for net-new accounts.
- Establish a cadence with existing customers based on segmentation.
- Understand and document the current utilization of arenaflex within each existing customer.
- For day-1 new customers, you'll be aware of the implementation status and progress toward Go-Live and ensure implementation and go-live objectives are met.
- Map out key arenaflex stakeholders within each customer account and document in Salesforce.
- Understand key customer initiatives and priorities that could benefit from the arenaflex platform.
- Share use cases and insights with customers to improve their understanding of how they could expand their utilization of arenaflex.
- Build relationships across the arenaflex team including the Presales Team, Value Consultant, Product, Support, Strategy, and other team members to bring expertise and value to our customers.
What We're Looking For
Essential Qualifications
- Minimum Five Years Customer Success Experience with Enterprise Software, Ideally SaaS in the IT sector.
- Demonstrated experience in delivering customer success to enterprise software customers, including managing 20 to 75 high-touch accounts.
- Proven track record of helping customers navigate through journey and adoption of complex software solutions, resulting in documented business outcomes, customer satisfaction, and high retention.
Required Competencies
- Execution Excellence: You can demonstrate skills, experience, and results where your planning, organization, team coordination, and follow-through were pivotal to customers' success in deploying and utilizing enterprise software. Even with multiple competing priorities, you are able to prioritize your work, ensure flawless follow-through, and escalate for assistance where needed.
- Program Management Skills: You have experience coordinating teams to respond to critical customer escalations and issues. You have tenacity and can break through obstacles and barriers to ensure our customers can realize their desired results.
- Business Acumen: Basic understanding of business functions and core IT systems. This is a role for an experienced customer success professional who has helped customers realize value from enterprise software investments. You will understand the basics of a modern enterprise IT ecosystem and have worked with customers across different industries.
- Self-Motivated and Accountable: You have no problem planning the work, working the plan, and proactively communicating your progress along the way. You can demonstrate times when you have rolled up your sleeves, taken ownership of a body of work, and delivered results despite obstacles encountered along the way.
- Team Player with Humble Confidence: You are the kind of person that values and enjoys working with peers and colleagues, who is always ready to lend a helping hand, and who instinctively goes the extra mile. We want you to love working for arenaflex and to be someone your peers enjoy collaborating with, spending time with, and investing in.
Why You Should Join arenaflex
Growth on Your Terms
Through our company values, collaborative work environment, and your individual career plans, you will grow here more than you would anywhere else. We invest in your development and provide clear pathways for advancement as you master your craft.
Enjoy Where You Work
You will become part of an amazing team of professionals who want to see you progress in your career. arenaflex is continually recognized as a Top Workplace, and we've received national recognition as a Great Place to Work®.
Competitive Benefits Package
- Retirement Savings: arenaflex offers a 401(k) retirement plan with company match to help you save for the future.
- Health & Wellness: arenaflex offers 100% employer-paid health, dental, and vision insurance for employee-only coverage, competitive family health, dental and vision plans, and life insurance. We also offer employee wellness days throughout the year where you can recharge, re-energize, or do whatever fills your cup.
- Work-Life Balance: arenaflex employees enjoy autonomy and flexibility. From a hybrid-friendly environment to generous PTO, we aim to support the work-life balance you need. When you live well, we all enjoy the benefits.
- Engaged Leadership: Our CEO and Executive Leadership team believe in and focus on organizational health, which supports and drives healthy culture throughout the company.
Our Core Values
At arenaflex, our culture is defined by five core values that guide everything we do:
- Growth Mindset: We believe we can all learn and grow. There are no limits, and we accept mistakes as part of growing and trying new things. This makes work both fun and rewarding.
- Constructive Candor: Everyone knows how each other feels when we leave a room. We enjoy diverse perspectives with the purpose of finding the best answer, not defending our own.
- Helpful: We feel that helping our teammates and winning together is more fulfilling than accomplishing something on our own. We want things for, not from, each other.
- Get Stuff Done: We have the grit, creativity, and resilience to accomplish our goals no matter the obstacles. We deliver results, not reasons.
- Fun is Where Fun is Made: We covet the journey as much as the destination. We strive to make each other laugh along the way.
Equal Employment Opportunity
Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. arenaflex is an equal employment opportunity employer. Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability.
Ready to make an impact? Apply now and join the arenaflex team where your career growth and professional fulfillment await!