**Experienced Full Stack Customer Success Manager – Mid-Market Growth and Retention**

Join our dynamic team at arenaflex as a Customer Success Manager, Mid-market! Enjoy the freedom and flexibility of this Remote role. This position requires a strong and diverse skillset in relevant areas to drive success. You can expect a salary of a competitive salary for this role, plus comprehensive benefits. **About arenaflex** arenaflex is a leading SaaS platform for public relations and communications professionals. Our mission is to enable organizations to build trust, tell their stories, and demonstrate the unique value of earned media. arenaflex's Public Relations Management (PRM) platform enables organizations to build relationships with the media, manage crisis risk, and demonstrate PR's impact on business outcomes. Founder-controlled, fully distributed, and growing sustainably, arenaflex has received several awards for its unparalleled culture and product from organizations like Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, and customer devotion and infuse these values into everything we do. **Job Description** We're growing quickly, and we're looking for an experienced and customer-focused Customer Success Manager to join our Mid-Market team! As a Customer Success Manager on our Mid-Market team, you will be focused on customer growth and retention. You should be excited about working in a fast-paced environment with a diverse range of agency and brand accounts, including companies like Duolingo, Daily Harvest, CASETiFY, The Motley Fool, and Rare Beauty. **Key Responsibilities:** * Serve as a primary contact for a portion of arenaflex's mid-market segment to retain and grow a book of business ranging from $1.5 - $1.7 million in annual contract value * Achieve retention and account growth goals (for accounts with ARR ranging from $10,000 - $50,000+) * Demo arenaflex at meetings, on phone calls, and at events * 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 * Source new contacts as our original decision makers change within a company and communicate our value proposition * 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 in This Role:** * Quarterly Net and Gross revenue retention goals * Customer Health and Engagement (Health Score) **Requirements:** * 1-3 years working in SaaS account management or in a blended CSM role, with a focus on upsells and renewals OR 2 - 5 years of client-facing experience in PR, marketing, or advertising (experience carrying a quota or managing a book of business in some capacity is key) * Natural relationship builder who is personable, patient, and dependable - you enjoy working with customers, and they enjoy working with you * Excellent communication skills, both written and verbal - you're equally comfortable drafting an email, jumping on the phone, and leading meetings/presenting to large groups * Proactive in helping customers with long-term planning - you're a solutions-oriented problem solver who derives satisfaction from ensuring customer needs are met * Familiar with the tools we use, including Salesforce, Google Apps, Gong, and Slack, and you learn how to use new tools quickly * Experience or strong interest in PR or journalism or an understanding of these industries is helpful **Benefits and Perks:** * Competitive salary and comprehensive benefits package * Remote work flexibility with a full home office setup, phone and internet reimbursement, and a monthly coworking membership * Transparent compensation with a geo-neutral approach to pay in the U.S. and review compensation at least once annually to ensure internal equity and alignment with the external market * Health and wellness benefits, including comprehensive health, dental, vision, disability, and life insurance for employees and their families * PTO and family benefits, including 4+ weeks of off-the-grid PTO, paid sick/mental health days, summer Fridays, and 13 paid holidays * Personal and professional development opportunities, including unlimited subscriptions to L&D platforms, management training, and leadership training opportunities * Culture of inclusion, with a commitment to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably **Why arenaflex?** arenaflex is a fully distributed team and has pledged to remain that way forever. We offer employees a full home office setup, phone and internet reimbursement, and a monthly coworking membership. We build culture through virtual and in-person team bonding opportunities, including team lunches, friendly competitions, and celebratory events! **How to Apply:** If you're excited about an opportunity at arenaflex but your experience doesn't align perfectly with the requirements of the role outlined here, please don't let it stop you from applying. 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. We deliberately encourage individuals from all backgrounds, including race, gender identity, sexual orientation, and disability status to apply for positions. We are an equal opportunity employer and we're committed to a fair and consistent interview process and candidate experience. Apply now to join our dynamic team at arenaflex! Apply for this job