**Experienced Scaled Customer Success Manager – Driving Customer Value and Growth at arenaflex**

At arenaflex, we're revolutionizing the way finance teams work by providing innovative solutions built on the oracle NetSuite platform. Our rapidly growing portfolio of advanced automation and integration solutions empowers businesses to work smarter, faster, and more securely. As a leading SaaS company, we're committed to freeing finance teams from the limitations of clunky, disparate systems and manual processes. Our journey has only just begun, and we're excited to welcome talented individuals who share our passion for innovation and customer success. If you're passionate about helping customers succeed and scaling that impact with smart systems and strategy, we'd love to hear from you! **About arenaflex** arenaflex is a rapidly growing SaaS company that's changing the game for finance teams worldwide. With a growing innovation-minded team of over two hundred folks based across North America, Europe, and Asia Pacific, we're on a mission to empower businesses to work smarter, faster, and more securely. Our solutions are built on the oracle NetSuite platform, offering advanced automation and integration solutions to a wide spectrum of business-critical functions. We're not just another SaaS company; we're a community of innovators, thinkers, and doers who are passionate about making a difference. Our culture is built on collaboration, empathy, and a shared commitment to excellence. We believe in empowering our employees to grow, learn, and thrive in their careers. **About the Role** As a Scaled Customer Success Manager at arenaflex, you'll be at the heart of how we support a large and diverse portfolio of customers. You'll combine technology, automation, and data to deliver a personalized experience at scale, proactively solving challenges and unlocking real business value for our customers. This is more than just managing accounts; you'll be the strategic partner who helps customers become loyal advocates. **Key Responsibilities** As a Scaled Customer Success Manager, you'll be responsible for: * Building relationships with customers to understand their goals, challenges, and how our product supports their success. * Conducting periodic check-ins with customers to assess satisfaction and reinforce product value. * Ensuring customers are fully leveraging the product to achieve business outcomes. * Monitoring customer health using tools and metrics (usage, engagement, CSAT, NPS). * Proactively addressing risks and implementing strategies to reduce churn. * Identifying and qualifying upsell and cross-sell opportunities in collaboration with the Account Management team. * Leveraging automation, standardized playbooks, and segmentation to drive efficiency and scale outreach. * Delivering the right level of engagement across high-, medium-, and low-touch customer segments. * Guiding customers through new product features and releases to maximize value. * Acting as the voice of the customer, surfacing feedback and insights to product, sales, and support teams. * Coordinating with support teams to resolve technical issues and improve customer experience. * Sharing learnings and success stories internally to help refine our customer success strategy. * Tracking and documenting customer interactions, health scores, escalations, and lifecycle events in our CRM and customer success platform. * Providing regular reports and updates on customer health, risks, and retention outcomes to leadership. **What You'll Bring** To succeed in this role, you'll need: * 3+ years in Customer Success, Account Management, or a similar client-facing role in a SaaS or tech company. * Strong communication and presentation skills, both written and verbal. * Excellent active listening and empathy to understand and resolve customer challenges. * Confidence leading customer meetings, webinars, and success planning sessions. * A data-driven mindset and ability to analyze customer insights to drive decisions. * Experience using tools like Salesforce, Gainsight, or other customer success platforms. * Familiarity with customer success methodologies (e.g. CSM lifecycle, journey mapping, success plans). **Bonus Points If You Have:** * Experience managing a scaled customer portfolio or working in a tech-touch model. * Familiarity with automation tools, lifecycle email campaigns, or CS playbooks. * Understanding of the SaaS customer journey and revenue metrics (ARR, churn, NRR, etc.). **Benefits** At arenaflex, our benefits are designed to enrich your life beyond the workplace. Recognizing that work is just a fraction of your overall life experience, we prioritize flexibility and balance. As a fully remote company, we're committed to providing robust support and empowering our employees to grow, learn, and thrive in their careers. **Equal Opportunity Employer** arenaflex is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws. We strongly encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and further diversify our company. arenaflex is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career. If you're passionate about helping customers succeed and scaling that impact with smart systems and strategy, we'd love to hear from you! Apply now to join our team and be part of something amazing. Apply for this job