**Experienced Full Stack Customer Success Leader – Strategic Account Planning, Growth, and Retention**

At arenaflex, we're revolutionizing the fundraising platform to create the most convenient and fastest way to donate to non-profit foundations. Our innovation is aimed at enhancing loading speeds, boosting conversion rates, offering diverse payment methods, and more. Each month, individuals worldwide donate tens of millions of dollars through our platform. We are the go-to fundraising solution for some of the world's leading non-profit organizations. UNICEF, The Obama Foundation, the Alzheimer's Association, and many others leverage our platform for their online fundraising needs. **Join arenaflex as a Strategic and Execution-Oriented Vice President of Customer Success** We're seeking a seasoned and results-driven leader to lead and scale our global Customer Success organization. This senior role will be responsible for driving customer outcomes across our enterprise, strategic, mid-market, and SMB segments, ensuring retention, growth, and long-term value. **About the Role** As a Vice President of Customer Success, you'll establish operational excellence throughout the customer lifecycle and foster strong cross-functional alignment with Product, Sales, Marketing, and Implementation. You are a proven leader with a track record of building and scaling high-performing teams. You bring rigor to process, a passion for delivering exceptional customer experiences, and a sharp focus on driving growth through strategic account planning, product adoption, and value expansion. **Key Responsibilities** * Lead, mentor, and grow a high-performing global Customer Success team, fostering a culture of excellence, accountability, and customer centricity. * Own customer health and retention, proactively identifying risks and driving team performance through KPIs and OKRs, ensuring high retention and NRR. * Build and scale processes for seamless onboarding, retention, and growth, enforcing operational rigor in follow-ups, internal communications, and handoffs. * Guide CSMs in delivering effective QBRs, success plans, and executive engagement, while enabling them to articulate ROI and influence stakeholders. * Partner with Sales and Product to identify and drive upsell and cross-sell opportunities, guiding value selling strategies to expand relationships in existing enterprise accounts. * Champion customer needs, serve as the point of escalation, and ensure seamless collaboration with international teams (including Eastern Europe), as well as Chief Customer Officer, Implementation, Marketing, Sales, and Product. * Ensure strong customer access for Product to gather feedback for roadmap prioritization, representing the voice of the customer in leadership forums. * Leverage data and insights to improve lifecycle engagement, drive product adoption, and foster customer advocacy, developing scalable playbooks and CS frameworks with international teams. **Essential Qualifications** * 12+ years of experience in B2B or B2B2C SaaS Customer Success, including 7+ years in CS leadership roles * Experience managing large global teams (LATAM is a plus), and collaborating with international product and support teams (Eastern Europe is a plus) * Proven track record scaling Customer Success functions and delivering high Retention and NRR in high-growth SaaS environments * Deep understanding of customer lifecycle management, account and success planning, and enterprise engagement * Strong executive presence with the ability to influence and build trust with C-level stakeholders * Experience working with CRMs, digital marketing tools, Google Analytics, and integration platforms **Preferred Qualifications** * Bonus: Experience working with or supporting nonprofits **Benefits and Perks** * Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family. * FSA Spending Account. * Remote or Hybrid work. Our teams are spread globally. * 15 days of vacation, 7 company holidays plus an additional 3 floating holidays and 5 sick days. * 401(k) plan with company match. * 100% Company-paid short-term disability, long-term disability, basic life insurance and AD&D. * Paid parental leave (12/6 weeks). **Why Join arenaflex?** * Collaborate with a talented team of innovators who are passionate about making a difference in the world. * Enjoy a dynamic and inclusive work environment that values diversity, equity, and inclusion. * Develop your skills and expertise through ongoing training and professional development opportunities. * Make a meaningful impact on the lives of individuals and organizations through our fundraising platform. **How to Apply** If you're a seasoned leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! **Apply Now** Apply for this job Apply for this job