**Experienced Vice President of Customer Success – USA Remote**

At arenaflex, we're revolutionizing the fundraising landscape by creating a seamless and efficient platform for non-profit organizations to raise funds. Our innovative approach focuses on enhancing user experience, boosting conversion rates, and offering diverse payment methods. With tens of millions of dollars donated every month through our platform, we've become the go-to fundraising solution for leading non-profit organizations worldwide, including UNICEF, The Obama Foundation, and the Alzheimer's Association. We're now seeking a strategic and execution-oriented Vice President of Customer Success to lead and scale our global Customer Success organization. This senior leader will be responsible for driving customer outcomes across our enterprise, strategic, mid-market, and SMB segments, ensuring retention, growth, and long-term value. In this role, you'll establish operational excellence throughout the customer lifecycle and foster strong cross-functional alignment with Product, Sales, Marketing, and Implementation. You'll be a proven leader with a track record of building and scaling high-performing teams, bringing 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. **Job Summary:** We're looking for an experienced Vice President of Customer Success to lead our global Customer Success organization, driving customer outcomes, retention, growth, and long-term value. As a senior leader, you'll establish operational excellence, foster cross-functional alignment, and build a high-performing team that delivers exceptional customer experiences. **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 * Bonus: Experience working with or supporting nonprofits **Preferred Qualifications:** * Experience working with or supporting nonprofits * Strong analytical and problem-solving skills * Excellent communication and interpersonal skills * Ability to work in a fast-paced, dynamic environment * Experience with customer success platforms and tools **Benefits:** * 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). * *Please note: All official correspondence from arenaflex will exclusively originate from the @arenaflex.com domain. Exercise caution and ensure the authenticity of emails claiming to be from our company. **Career Growth Opportunities:** At arenaflex, we believe in investing in our employees' growth and development. As a Vice President of Customer Success, you'll have opportunities to: * Develop and implement strategic plans to drive customer success and growth * Lead and mentor a high-performing team, fostering a culture of excellence and accountability * Collaborate with cross-functional teams to drive business outcomes and customer satisfaction * Represent the voice of the customer in leadership forums, driving product roadmap prioritization and innovation * Leverage data and insights to improve lifecycle engagement, drive product adoption, and foster customer advocacy **Work Environment and Company Culture:** At arenaflex, we value a culture of innovation, collaboration, and customer-centricity. Our remote work environment allows for flexibility and work-life balance, while our global teams foster a sense of community and connection. We're committed to creating a workplace that's inclusive, diverse, and supportive of our employees' growth and well-being. **Compensation:** * OTE: $280,000 - $300,000 * Base Salary: $196,000 - $210,000 * Stock options **How to Apply:** If you're a seasoned leader with a passion for customer success and a track record of driving growth and innovation, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to connect with you and explore how you can join our team at arenaflex. Apply for this job