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About arenaflex
arenaflex is the leading SaaS platform for public relations and communications professionals, transforming how organizations build trust, tell their stories, and demonstrate the unique value of earned media. Our innovative Public Relations Management (PRM) platform empowers companies to build meaningful relationships with media professionals, manage crisis risk effectively, and quantify the tangible business impact of public relations efforts.
As a founder-controlled, fully distributed company growing sustainably, arenaflex has garnered numerous awards for our exceptional culture and groundbreaking product from respected organizations including Inc., Quartz, G2, and BuiltIn. We are deeply committed to our core values of resilience, transparency, ownership, and customer devotion—infusing these principles into every interaction, decision, and initiative we undertake. Our team spans across locations, united by a shared passion for revolutionizing the communications industry and delivering exceptional value to the organizations we serve.
We are currently seeking an experienced and customer-focused Enterprise Customer Success Manager to join our growing team and make a significant impact on our enterprise customer relationships. If you thrive in fast-paced environments, excel at building lasting relationships, and are passionate about helping large organizations achieve their strategic goals, this might be the perfect opportunity for you.
Position Overview
As an Enterprise Customer Success Manager at arenaflex, you will be instrumental in ensuring that our enterprise segment of customers experiences sustained growth, achieves their objectives, and ultimately renews their partnerships with us. You will work directly with our largest and most prestigious customers, including Fortune 500 companies, leading educational institutions, prominent non-profit organizations, and successful fitness and lifestyle brands. Your role is crucial in driving customer satisfaction, identifying expansion opportunities, and contributing to our overall revenue growth.
This position offers an exciting opportunity to combine your relationship-building skills with your expertise in SaaS account management. You will serve as the primary point of contact for enterprise and midsize brands, responsible for retaining and growing a substantial book of business valued between $1.7 and $2.0 million in customer contract value. Your efforts will directly impact customer retention, satisfaction, and the long-term success of both our customers and arenaflex.
What You'll Do
As an Enterprise Customer Success Manager, your responsibilities will encompass a wide range of strategic and tactical activities designed to maximize customer value and ensure long-term partnership success:
- Primary Customer Contact: Serve as the dedicated primary contact for enterprise and midsize brands or agencies, building trusted relationships while retaining and growing a book of business ranging from $1.7 to $2.0 million in customer contract value.
- Proactive Customer Engagement: Deliver five or more customer calls per day to provide exceptional product expertise, share industry best practices and strategic recommendations, and lead comprehensive account walkthroughs to highlight usage wins and identify new opportunities for value creation.
- Lifecycle Management: Oversee the entire customer lifecycle from initial sale through renewal, ensuring that the customer is deriving maximum value at every stage of their journey with arenaflex.
- Voice of the Customer: Manage customer feedback collection and deliver actionable insights to internal stakeholders, particularly our product team, to influence and shape our product roadmap and feature development.
- Contractual Excellence: Prepare, review, and execute contractual paperwork with precision and attention to detail, ensuring all agreements protect arenaflex while fostering mutually beneficial partnerships.
- Team Leadership: Mentor junior Customer Success Managers, sharing your expertise and helping them develop leadership skills while contributing to the overall growth and development of our CS team.
- Relationship Expansion: Leverage tools such as salesnav and discover.org to source new contacts within customer organizations as original decision-makers change, ensuring continuity and continued partnership value.
- Strategic Negotiation: Negotiate agreements that ensure long-lasting and growing relationships with our customers, balancing customer needs with arenaflex's business objectives.
- Industry Immersion: Immerse yourself in the public relations industry, building a strong network of communications professionals and staying current with industry trends, challenges, and opportunities.
How Success Will Be Measured
Your performance in this role will be evaluated based on key metrics that reflect both customer satisfaction and business growth:
- Customer Health: SuccessScores and other customer health metrics will serve as primary indicators of your effectiveness in maintaining strong customer relationships and ensuring value delivery.
- Revenue Goals: You will be accountable for both quarterly Net and Gross revenue goals, demonstrating your ability to drive customer retention, expansion, and new revenue opportunities within your assigned book of business.
Qualifications We're Seeking
Essential Qualifications
- Experience: Two to three years of experience working in SaaS account management or in a blended Customer Success Manager role, with demonstrated experience in upsells and renewals at the enterprise level.
- CRM Proficiency: Experience managing customers in a CRM system or similar software platform, with the ability to leverage data for customer insights and relationship management.
- Communication Skills: Comfortable leading meetings and presenting to large groups, potentially including C-Suite executives and senior leadership teams.
- Relationship Building: Natural relationship builder who is personable, patient, and dependable—you genuinely enjoy working with customers, and they enjoy working with you.
- Proactive Mindset: Proactive approach to helping customers with long-term planning, deriving satisfaction from ensuring customer needs are met and exceeded.
- Growth Orientation: Passionate about professional development and helping internal team members grow and progress in their careers.
- Technical Aptitude: Familiar with the tools we use, including Dropbox, HelloSign, Google Apps, HubSpot (or Salesforce), and Slack, with the ability to quickly learn and adopt new technologies.
Preferred Qualifications
- Industry Background: Experience in public relations or journalism, or a strong understanding of these industries, is strongly preferred.
- Media Relations Knowledge: Understanding of media relations, earned media, and communications workflows will be highly valued in this role.
Skills and Competencies Required for Success
To excel in this role, you should possess the following skills and competencies:
- Strategic Thinking: Ability to think strategically about customer needs, anticipate challenges, and develop long-term account plans that drive mutual success.
- Consultative Selling: Strong consultative selling skills with the ability to identify upsell and cross-sell opportunities that add value for customers.
- Executive Presence: Comfortable interacting with executives and senior stakeholders, presenting ideas with confidence and credibility.
- Data-Driven Decision Making: Ability to analyze customer data, identify trends, and make informed decisions about account strategies.
- Time Management: Excellent time management skills with the ability to prioritize multiple customer relationships and deliverables effectively.
- Emotional Intelligence: Strong emotional intelligence to navigate complex relationships, handle sensitive situations, and build trust with diverse stakeholders.
- Adaptability: Thrives in a fast-paced, dynamic environment and remains flexible in the face of changing priorities and requirements.
Career Growth Opportunities
At arenaflex, we are committed to investing in the growth and development of our team members. As an Enterprise Customer Success Manager, you will have access to numerous opportunities for professional advancement:
- Leadership Development: As you mentor junior CSMs and demonstrate leadership capabilities, you will have opportunities to take on additional leadership responsibilities within the customer success organization.
- Career Pathing: We conduct bi-annual performance reviews and create internal pathways for advancement and promotion. Strong performers may progress into Senior CSM, Team Lead, or Manager roles.
- Skill Development: Take advantage of unlimited subscriptions to learning and development platforms including Coursera and O'Reilly, plus two additional days of PTO dedicated to learning and professional growth.
- Industry Expertise: Deepen your expertise in the public relations and communications industry, positioning yourself as a thought leader and trusted advisor.
- Cross-Functional Exposure: Work closely with product, sales, and marketing teams, gaining broad experience across the SaaS business model.
Work Environment and Company Culture
arenaflex is a fully distributed team, and we have pledged to remain that way forever. We believe in the power of remote work to attract top talent regardless of geographic location and to foster a flexible, inclusive culture:
- Remote-First Culture: Work from anywhere in the US (and select international locations) as part of our permanently distributed team.
- Home Office Support: We provide employees with a full home office setup, phone and internet reimbursement, and a monthly coworking membership option.
- Team Bonding: We build culture through virtual and in-person team bonding opportunities, including team lunches, friendly competitions, and celebratory events.
- No Meeting Fridays: To combat Zoom fatigue and allow for deep work without interruption, we have implemented "No Internal Meeting Fridays" year-round.
- Inclusive Environment: We know that diverse perspectives breed innovation and help us better serve our customers. We are committed to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably.
- Customer-First Focus: As a founder-controlled company, we have the freedom to be nimble, highly collaborative, and innovative, building forward-thinking products that enable 3,000+ companies around the world to build trust, tell their stories, and demonstrate the unique value of earned media.
Compensation, Perks, and Benefits
We offer a comprehensive and competitive benefits package designed to support your wellbeing, financial security, and personal growth:
- Competitive Salary: In the US, the base salary for this role is $85,000 with on target earnings of $110,000+. We take a geo-neutral approach to compensation within the US, meaning we pay based on job function and level, not location.
- Transparent Compensation: We review compensation at least once annually to ensure internal equity and alignment with the external market. All employees are eligible for our 401(k) plan with employer contributions.
- Health and Wellness: Comprehensive health, dental, vision, disability, and life insurance for employees and their families. We offer a high-deductible health plan with 100% premium coverage for individuals, as well as a range of other plan options.
- Virtual Care: Access to 24/7 Virtual Care, an Employee Assistance Program, employer-funded HSA contributions, and other pre-tax benefits.
- Wellness Stipend: Team members have access to a quarterly wellness stipend and a free Headspace subscription.
- Generous Time Off: Enjoy four or more weeks of off-the-grid PTO, plus paid sick/mental health days, summer Fridays, and 13 paid holidays.
- Parental Leave: We provide up to 16 weeks of fully paid parental leave to support your family during important life transitions.
Interview Process
Our interview process is designed to help us get to know you better and ensure a great fit for both you and arenaflex:
- 30-minute interview with a member of our Talent Team
- One-hour Zoom interview with the hiring manager
- Skills assessment (2 hours maximum)
- Peer interviews with several team members
- Final call(s) with executive team member(s)
Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.
Equal Opportunity Employer
If you're excited about an opportunity at arenaflex but your experience doesn't align perfectly with the requirements of the role outlined here, please don't let it stop you from applying. We're committed to building a diverse and inclusive workplace, and we want to hear from you. You may be a great fit for this role or another position on our team.
We deliberately encourage individuals from all backgrounds, including race, gender identity, sexual orientation, and disability status to apply for positions. We are an equal opportunity employer and we're committed to a fair and consistent interview process and candidate experience.
While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email.
Join Our Team
Are you ready to take the next step in your career and make a meaningful impact at a company that values its customers, team members, and culture? We invite you to apply for this exciting opportunity to join arenaflex as an Enterprise Customer Success Manager.
In this role, you will have the chance to work with industry-leading organizations, develop your skills in enterprise account management, and contribute to a company that is transforming the public relations landscape. You'll join a team of passionate professionals who are committed to excellence, innovation, and delivering exceptional value to our customers.
We look forward to receiving your application and learning how you can contribute to our continued success. Apply today and become part of the arenaflex family!