**Experienced Customer Success Manager – Data-Driven Growth and Customer Retention**

At arenaflex, we empower the possibilities of the data-enabled future by delivering trusted data solutions that drive decision-making, opportunity, and innovation. As a growing Microsoft top-tier partner, we're committed to helping our customers maximize their usage of our Master Data Management (MDM) Platform, resulting in customer retention, expanded deployments, and enthusiastic customers who promote arenaflex.

• *Job Summary:**

We're seeking an experienced Customer Success Manager to join our team, either in a remote US setting or a hybrid arrangement in Atlanta, GA. As a key member of our Customer Success team, you'll be responsible for helping existing customers achieve tangible business value from our MDM Platform, while also driving customer retention, expansion, and satisfaction. If you're a seasoned customer success professional with a passion for delivering exceptional customer experiences, we want to hear from you.

• *Key Responsibilities:**

As a Customer Success Manager at arenaflex, you'll be responsible for:

• Managing approximately 50-60 enterprise software accounts across different customer segments, industries, and deployment models
• Ensuring customers are leveraging our MDM Platform to deliver tangible business value, such as increased revenue, decreased cost, or decreased risk
• Collaborating with cross-functional teams, including Profisee teams, VAR partners, and internal stakeholders to ensure customer success
• Developing and executing account engagement plans to drive platform adoption, retention, and expansion
• Identifying and mitigating risks, and escalating critical customer escalations and issues
• Building relationships with key stakeholders and executive sponsors within our customers to enable them to become "Data Heroes" within their organization
• Understanding and documenting customer utilization of our MDM Platform, and identifying opportunities for expansion and conversion to SaaS
• Sharing use cases and insights with customers to improve their understanding of how to expand their utilization of our MDM Platform
• Building relationships across the arenaflex team, including Presales, Value Consultant, Product, Support, Strategy, and other teams to bring expertise and value to our customers

• *Performance Objectives:**

Your performance will be measured against the following objectives:

• Platform Adoption: Ensure customers are leveraging our MDM Platform to deliver tangible business value
• Retention & Renewals: Exceed 95% gross retention of annual recurring revenue that is up for renewal
• Customer Satisfaction: Create enthusiastic customers who will readily promote arenaflex to colleagues and peers
• Expansion: Identify additional use cases for our MDM Platform that result in platform expansion or conversion to SaaS

• *Performance Goals:**

In the first 30 days, you'll be expected to:

• Understand the solutions and value arenaflex delivers, and our account segmentation and corresponding engagement motions
• Familiarize yourself with 10 existing customer case studies and sit in on six customer demonstrations
• Understand Profisee's customer segmentation model (strategic, develop, sustain) and the corresponding expected activities by motion (new customer, upcoming renewal, steady state) for each segment
• Develop your prioritized existing account engagement plan based upon customer segment

In the first 90 days, you'll be expected to:

• Activate your account engagement plan and engage with 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts
• Establish a cadence with existing customers based on segmentation
• Understand and document the current utilization of our MDM Platform within each existing customer
• Map out key arenaflex stakeholders within each customer account and document in Salesforce
• Understanding key customer initiatives and priorities that could benefit from our MDM Platform

• *Competencies:**

We're looking for a seasoned customer success professional with:

• Minimum five years of 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
• Execution skills, including planning, organization, team coordination, and follow-through
• Basic understanding of business functions, core IT systems, and enterprise technology
• Motivated and accountable, with a strong work ethic and ability to prioritize tasks
• Kind, humble, and fun, with a passion for working with peers and colleagues

• *Why Join arenaflex?**

At arenaflex, we offer:

• Growth on your terms, through our company values, collaborative work environment, and individual career plans
• Enjoy where you work, as part of an amazing village of Profisors who want to see you progress in your career
• Save for retirement, with a 401k retirement plan and company match
• Stay healthy, with 100% employer-paid health, dental, and vision insurance for employee-only coverage
• Have a life, with autonomy and flexibility, including a hybrid-friendly environment and generous PTO
• Engaged leadership, with a CEO and Executive Leadership team who believe in and focus on organizational health

• *How We Work:**

Our core values at arenaflex include:

• Growth Mindset: We believe that we can all learn and grow, and that there are no limits to our potential
• Constructive Candor: We value diverse perspectives and enjoy finding the best answer, not defending our own
• Helpful: We believe in helping our teammates and winning together, rather than accomplishing something on our own
• Get Stuff Done: We have the grit, creativity, and resilience to accomplish our goals, no matter the obstacles
• Fun is Where Fun is Made: We covet the journey as much as the destination, and strive to make each other laugh along the way

• *Equal Employment Opportunity:**

arenaflex is an equal employment opportunity employer, and 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. Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact Jayson Cabrera at [email protected] or 3655 Brookside Parkway, Suite 175, Alpharetta, GA 30022 to discuss reasonable accommodation.

• *Apply Now:**

If you're a seasoned customer success professional with a passion for delivering exceptional customer experiences, we want to hear from you. Apply now to join our team at arenaflex and help us empower the possibilities of the data-enabled future.