At arenaflex, we're revolutionizing the way organizations build trust, tell their stories, and demonstrate the unique value of earned media. As a leading SaaS platform for public relations and communications professionals, we're committed to empowering our customers to achieve their goals. We're now seeking an experienced and customer-focused Enterprise Customer Success Manager to join our team and make a significant impact.
**About arenaflex**
arenaflex is a founder-controlled, fully distributed company that's growing sustainably. We've received numerous awards for our unparalleled culture and product from reputable organizations like Inc., Quartz, G2, and BuiltIn. Our values of resilience, transparency, ownership, and customer devotion drive everything we do. We're passionate about creating a workplace where our employees feel valued, empowered, and inspired to grow.
**The Role**
As an Enterprise Customer Success Manager at arenaflex, you'll be responsible for ensuring the success of our enterprise customers, including companies like Verizon, Lehigh University, International Rescue Committee, Life Time Fitness, and many more. You'll be a key member of our team, working closely with our customers to understand their needs, provide expert guidance, and help them achieve their goals.
**Key Responsibilities**
* Serve as the primary contact for enterprise and midsize brands or agencies, retaining and growing a book of business ranging from $1.7 - $2.0 million in customer contract value
* Deliver 5+ calls with customers per day to provide product expertise, share industry best practices, and strategic recommendations, and lead account walkthroughs to highlight usage wins and opportunities
* Oversee the customer lifecycle from initial sale to renewal to ensure the customer is deriving value at every stage
* Manage customer feedback and deliver insights to internal stakeholders that will influence our product roadmap
* Prepare, review, and execute contractual paperwork
* Mentor junior CSMs to gain leadership skills
* Experience with and ability to source new contacts as our original decision makers change within a company
* Negotiate agreements to ensure long-lasting and growing relationships with our customers
* Immerse yourself in the public relations industry and build a strong network of communications professionals
**How Success Will Be Measured**
* Customer Health (SuccessScores)
* Quarterly Net and Gross revenue goals
**Requirements**
* 2-3 years of experience working in SaaS account management or in a blended CSM role, with experience in upsells and renewals at the enterprise level
* Experience in PR or journalism or an understanding of these industries is strongly preferred
* Experience managing customers in a CRM or similar software
* Comfortable leading meetings and presenting to large groups, potentially including C-Suite executives
* Natural relationship builder who is personable, patient, and dependable – you enjoy working with customers, and they enjoy working with you
* Proactive in helping customers with long-term planning – you derive satisfaction from ensuring customer needs are met
* Passionate about professional development and helping internal team members grow and progress in their careers
* Familiar with the tools we use, including Dropbox, HelloSign, Google Apps, Hubspot (or Salesforce), and Slack, and you learn how to use new tools quickly
**Interview Process**
* 30-minute interview with a member of our Talent Team
* A 1-hour Zoom interview with the hiring manager
* Skills assessment (2 hours max)
* Peer interviews with several team members
* Final call(s) with executive team member(s)
**Compensation and Benefits**
* 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 that we pay based on job function and level, not location
* For all other countries, we have competitive pay bands based on market standards
* Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company
* We offer a comprehensive benefits package, including health, dental, and vision insurance, 401(k) plan, and paid time off
* We also provide a quarterly wellness stipend, a free Headspace subscription, and unlimited subscriptions to L&D platforms like Coursera and O'Reilly
**Why arenaflex?**
* Remote Work, Forever: We're a fully distributed team and have pledged to remain that way forever. We offer employees a full home office setup, phone and internet reimbursement, and a monthly coworking membership.
* Transparent Compensation: We offer competitive geo-neutral pay in the U.S. and review compensation at least once annually to ensure internal equity and alignment with the external market.
* Health & Wellness: We provide comprehensive health, dental, vision, disability, and life insurance for employees and their families. We also offer a high-deductible health plan with 100% premium coverage for individuals, as well as a range of other plan options.
* PTO and Family Benefits: Our team enjoys 4+ weeks of off-the-grid PTO, plus paid sick/mental health days, summer Fridays, and 13 paid holidays.
* Personal & Professional Development: We grow talent by creating internal pathways for advancement and promotion. We conduct bi-annual performance reviews, host team-wide workshops, and offer management training and leadership training opportunities.
* Culture of Inclusion: We know that diverse perspectives breed innovation and help us better serve our customers. We're committed to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably.
**How to Apply**
If you're excited about an opportunity at arenaflex and believe you have the skills and experience to succeed in this role, please submit your application. 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.