Experienced Customer Success Manager – Global Customer Retention and Growth

At arenaflex, we're on a mission to revolutionize the way businesses connect with their global customers. As a Customer Success Manager, you'll play a critical role in ensuring our customers achieve their goals and realize significant value from our platform. If you're passionate about delivering exceptional customer experiences, driving growth, and working in a fast-paced, dynamic environment, we'd love to hear from you. **About arenaflex** arenaflex is a leading provider of cloud-based, AI-enabled translation platforms that empower teams to collaborate in real-time and create experiences customers love. Founded 14 years ago, we've grown into a profitable company backed by Battery Ventures, a global technology-focused investment firm. Our platform combines a Neural Machine Translation Hub and professional language services, making localization and translation seamless for businesses worldwide. **Your Role** As a Customer Success Manager at arenaflex, you'll be responsible for ensuring positive customer health and retention. Your goal will be to ensure that our customers rapidly adopt and deeply leverage our solution, meeting their business goals while doing so. You'll partner closely with other arenaflex teams, such as Sales, Marketing, Professional Services, and Product, to ensure customers achieve their objectives and realize significant value from our platform. **Key Responsibilities** * On-boarding: + Take a leading role in ensuring that customers are successfully onboarded to arenaflex in accordance with their success goals + Provide training and education throughout the onboarding process, and work closely with team members to ensure project timelines are met * Customer Communication and Education: + Develop communication cadence with your customers on product and industry updates that impact their global content activities and objectives + Assess customer requirements, resolving problems, anticipating future needs, and generally serving as the customer's voice within arenaflex + Oversee the customer's implementation of localization best practices to ensure you help the customer drive incremental value and return investment * Customer Retention and Growth: + Develop and implement an effective account planning strategy for your book of business to ensure retention, product adoption, and growth through collaboration with other team members + Establish trusted advisor relationships with all major stakeholders within your assigned book of business, such that all activities are closely aligned with the customer's business strategy, allowing the full potential of their arenaflex solution to be realized + Manage the renewal process for a portion of your book of business, and have a clear focus on helping your customers expand their use cases with arenaflex * Demonstrating Value: + Lead business review meetings to continuously articulate the value of arenaflex and customer performance against goals, to encourage adoption and expansion across the customer's organization + Facilitate business process optimization workshops and participate in arenaflex events for customer marketing activities **You Have** * Minimum 3 years of experience in a B2B customer success/client services/account management role * Knowledge of the SaaS business model and experience supporting SaaS solutions for midmarket and enterprise business customers * Ability to manage multiple customer relationships with many internal and external stakeholders, project manage, set priorities, and stay organized * Experience managing contract renewals and up-sells * Experience working in a role that required you to stay calm in the face of technical and/or customer challenges * Proven ability to network and manage relationships across many different functions within a global customer organization * An aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability * Business acumen and experience leading and preparing customer presentations/meetings, including working with and manipulating data for value-driven presentations * Bachelor's degree or equivalent work experience * A home office setup conducive for working remotely, and ability to work effectively as a remote team member **Preferred but Not Required** * Experience with translation, localization, and internationalization processes * An understanding of modern software development processes like continuous delivery **You Are** * Results-focused, centering on professional and personal growth * Enthusiastic, a fun and energetic co-worker * An analytical thinker, with a "if there is a problem, I have a solution" attitude * Strategic, translating high-level strategies into practical implementation strategies * A Leader, proactive and using excellent judgment when dealing with issues * Customer-focused, passionate for client success at all times * Detail-oriented, supremely well organized with attention to detail * A Team Player, able to work effectively and cross-functionally within all levels of management, both internally and externally **You Will Enjoy** * Freedom – we are remote-first * Growth – an opportunity to learn and advance your career * Wealth – we offer a competitive salary and 401(k) + company match * Wellness – health insurance; free medical plan for you and your family * Balance – flexible PTO + 11 holidays; generous parental leave * Culture – an energetic, value-driven, and fun culture and team spirit * Bonus – employee referral program and apple equipment **arenaflex is an Equal Opportunity Employer** We're committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences. We use E-verify platform for work authorization verifications. **Compensation and Benefits** The US national total pay range for this role is $85,000 - $105,000, including variable incentive component. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed. **How to Apply** If you're passionate about delivering exceptional customer experiences and driving growth, we'd love to hear from you. Please submit your application through the link below. Apply for the job now! Apply for this job Apply for this job