**Experienced Customer Success Manager, SMB (French) – Digital Safety and Productivity Expert**

At arenaflex, we're building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 165,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information. If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future. **Job Summary:** We're seeking an experienced Customer Success Manager to join our team in the UK. As a key member of our Customer Success team, you will be responsible for guiding Teams and Business customers through established best practices, demonstrating an understanding of their structure and needs, and guiding them throughout their arenaflex lifecycle. This individual will act as the customer champion and advocate, helping increase awareness of customer needs and priorities, and driving towards their adoption goals through proactive and reactive customer engagement. **Responsibilities:** - Guide Teams and Business customers through established best practices, demonstrating an understanding of their structure and needs, and guiding them throughout their arenaflex lifecycle. - Act as the customer champion and advocate, helping increase awareness of customer needs and priorities, and driving towards their adoption goals through proactive and reactive customer engagement. - Develop and maintain a healthy account book of customers, ensuring high adoption rates and customer satisfaction. - Proactively report on customers' needs and valuable feedback to the marketing and product teams, helping to improve the product and messaging. - Collaborate with cross-functional peers in internal teams to drive customer success and adoption. - Support customers within their book of business through the annual renewal process, following defined process to engage with our customers early, and support in closing out renewals on a timely basis with customer satisfaction and retention in mind. - Identify and hand off cross-sell/upsell opportunities to Account Executives and engage enthusiastic customers in advocacy initiatives such as customer panels, case studies, and product discussions. - Contribute to the success of the Customer Success team in an ongoing capacity through team goals and metrics (including operational, NPS, revenue, and performance metrics). **Requirements:** - Minimum 2 years experience managing a large book of business in a Customer Success role in a SaaS or Tech environment servicing customers at scale through strategic calls and engagement. - Fluent in French both verbally and written. - Strong communication skills over email, the phone, or video call. Presenting and speaking to new people each day excites you. Your style is concise yet empathetic – with a balance of teaching and listening/learning yourself as well as knowing when to pivot in a conversation. - Experience with, and passion for, helping people or businesses use software to be more productive and efficient. You're passionate about discovering what a team needs in their workplace, and you ask strong open-ended questions that help you learn more about them. You enjoy translating technical terms for customers who find technology confusing or intimidating. - Experience proactively guiding customers through their lifecycle via email, webinars, and customized sessions; making prescriptive recommendations and helping customers achieve their desired outcomes and ensure high adoption rates across a book of business. - Follows defined outreach and follow-up communication processes managing data and activity of customers in tandem with the Onboarding and Account management teams; and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately. - Previous experience with a CRM like Gainsight is a plus! - Optional: You have personal experience with arenaflex or cybersecurity. While not required, it’ll help you quickly have confidence in this role. **What You Can Expect:** - Month 1: Get to know the product, our culture, the Customer Success processes, and the people you'll be working with. Learn Salesforce, what and how we track, and the benefits of keeping customer information within it updated. By the end of the first month, you’ll be able to guide an SMB sized customer through an intro discussion in our Customer Success process. - Month 3: Can guide a small customer through multiple levels of the defined Customer Success process, using your product expertise to educate, provide feedback, and discover opportunities to upsell or expand, while driving value for the customer. Proactively report on customers’ needs and valuable feedback so the marketing and product teams can accurately reflect messaging and prioritize the right projects to improve the product. Build and maintain a healthy account book of customers. - Month 6: Have developed your best personal approach and rhythm, analyzed the Customer Success processes to maximize your customer engagement, and begun collaborating with cross-functional peers in internal teams. **Our Culture:** At arenaflex, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. **Our Approach to Remote Work:** We believe in the power of remote work, but we also recognize that some in-person connection with team members and customers is important to help us achieve our mission. While we are a remote-first company, occasional travel for in-person engagement will be a part of this role. This may include but is not limited to bi-annual department-wide offsites, quarterly department meetings, and periodic customer events. **What We Offer:** - Health and wellbeing: Maternity and parental leave top-up programs, Generous PTO policy, Four company-wide wellness days. - Growth and future: Company equity for all full-time employees, Retirement matching program, Free arenaflex account. - Community: Paid volunteer days, Employee-led inclusion and belonging programs and ERGs, Peer-to-peer recognition through Bonusly. **You Belong Here:** arenaflex is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse, and equitable workplace that is built on trust, support, and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken, or veteran status. Be yourself, find your people, and share the things you love. **Accommodation:** Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at [email protected] and we’ll work to meet your needs. **Remote Work:** Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at arenaflex does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you. **Background Check:** Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law. **AI and Machine Learning:** arenaflex uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See here for the latest third-party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing this form. For additional information, see our Candidate Privacy Notice. Apply for this job