**Head of Customer Success – Digital Signage Expertise**
**Join arenaflex, a global leader in digital signage solutions, in a fully remote position that offers a unique blend of customer success, product expertise, and leadership opportunities.**
**About arenaflex**
Since 1992, arenaflex has been revolutionizing the digital signage industry with its easy-to-use software, 100s of professionally designed templates, and exceptional customer service. Trusted in over 100 countries, arenaflex empowers organizations to create engaging and effective digital signage experiences that drive results. Our mission is to make digital signage easy, accessible, and impactful for organizations worldwide.
**Head of Customer Success Role**
We are seeking an experienced and results-driven Head of Customer Success to lead our customer success team in executing our revenue strategy and achieving our gross revenue retention goals. As a key member of our leadership team, you will be responsible for developing and implementing customer success processes, driving customer adoption, and ensuring customer satisfaction.
**Key Responsibilities**
* Own and execute customer success processes for scaled SMB and higher-touch mid-market/enterprise accounts, covering health scoring, onboarding, adoption, renewals, cancellation deflection, and training to ensure customers achieve their desired outcomes.
* Collaborate with our sales team to identify expansion opportunities and provide customer insights to inform marketing campaigns.
* Develop automation solutions to help the customer success team scale and manage large books of business, ensuring seamless customer interactions.
* Become a product expert on arenaflex, understanding our value proposition, and effectively positioning and selling our solutions to customers.
* Engage with customers regularly to maintain a deep understanding of their needs, challenges, and successes, applying this knowledge to inform customer success strategies.
* Ensure all customer interactions are diligently logged in our CRM, providing a clear and transparent history of customer engagement.
* Coach and develop the customer success team, reviewing call recordings, and ensuring team members adhere to our high standards of performance and accountability.
* Foster a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability within the customer success team.
* Provide clear visibility into quarterly targets, metrics, and critical numbers to ensure team members are aligned and focused on achieving our goals.
* Travel 5-10% of the time to company meetings and customer sites to strengthen relationships, provide training, and drive customer success.
**Requirements**
* 5+ years of experience in customer-facing roles, with multiple years of people management experience.
* Proven track record of managing high-volume accounts and experience across a range of annual contract values.
* Strong understanding of scaled customer success, including health scoring, onboarding, adoption, renewals, and cancellation deflection.
* Excellent leadership and coaching skills, with a focus on developing high-performing teams.
* Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions.
* Proficiency in HubSpot, with experience in CRM, customer success systems, and marketing automation tools.
* Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, sales teams, and marketing teams.
* Strong business acumen, with a focus on driving revenue growth and customer satisfaction.
**Preferred Qualifications**
* Experience working with the channel/resellers.
* Strong understanding of SaaS metrics, including NRR and GRR.
* Experience with automation tools and workflows.
**Total Compensation Package**
* Competitive base salary: $125,000
* Variable compensation: $50,000
* Comprehensive health and dental benefits
* RRSP/401K matching up to 5%
* Group profit-sharing program
* Health spending/wellness spending: $500
* Learning and development budget: $2,000
* 20 days of vacation (pro-rated based on start date in the first year)
**About arenaflex Culture**
At arenaflex, we are proud to be an equal opportunity employer, committed to ethical and fair hiring practices. We strongly encourage applications from diverse backgrounds and offer accommodations for candidates participating in all aspects of the selection process.
**Join arenaflex Today!**
If you are a results-driven leader with a passion for customer success, product expertise, and leadership, we encourage you to apply for this exciting opportunity. Join our team and contribute to shaping the future of digital signage solutions.
Apply Now
**About arenaflex**
Since 1992, arenaflex has been revolutionizing the digital signage industry with its easy-to-use software, 100s of professionally designed templates, and exceptional customer service. Trusted in over 100 countries, arenaflex empowers organizations to create engaging and effective digital signage experiences that drive results. Our mission is to make digital signage easy, accessible, and impactful for organizations worldwide.
**Head of Customer Success Role**
We are seeking an experienced and results-driven Head of Customer Success to lead our customer success team in executing our revenue strategy and achieving our gross revenue retention goals. As a key member of our leadership team, you will be responsible for developing and implementing customer success processes, driving customer adoption, and ensuring customer satisfaction.
**Key Responsibilities**
* Own and execute customer success processes for scaled SMB and higher-touch mid-market/enterprise accounts, covering health scoring, onboarding, adoption, renewals, cancellation deflection, and training to ensure customers achieve their desired outcomes.
* Collaborate with our sales team to identify expansion opportunities and provide customer insights to inform marketing campaigns.
* Develop automation solutions to help the customer success team scale and manage large books of business, ensuring seamless customer interactions.
* Become a product expert on arenaflex, understanding our value proposition, and effectively positioning and selling our solutions to customers.
* Engage with customers regularly to maintain a deep understanding of their needs, challenges, and successes, applying this knowledge to inform customer success strategies.
* Ensure all customer interactions are diligently logged in our CRM, providing a clear and transparent history of customer engagement.
* Coach and develop the customer success team, reviewing call recordings, and ensuring team members adhere to our high standards of performance and accountability.
* Foster a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability within the customer success team.
* Provide clear visibility into quarterly targets, metrics, and critical numbers to ensure team members are aligned and focused on achieving our goals.
* Travel 5-10% of the time to company meetings and customer sites to strengthen relationships, provide training, and drive customer success.
**Requirements**
* 5+ years of experience in customer-facing roles, with multiple years of people management experience.
* Proven track record of managing high-volume accounts and experience across a range of annual contract values.
* Strong understanding of scaled customer success, including health scoring, onboarding, adoption, renewals, and cancellation deflection.
* Excellent leadership and coaching skills, with a focus on developing high-performing teams.
* Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions.
* Proficiency in HubSpot, with experience in CRM, customer success systems, and marketing automation tools.
* Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, sales teams, and marketing teams.
* Strong business acumen, with a focus on driving revenue growth and customer satisfaction.
**Preferred Qualifications**
* Experience working with the channel/resellers.
* Strong understanding of SaaS metrics, including NRR and GRR.
* Experience with automation tools and workflows.
**Total Compensation Package**
* Competitive base salary: $125,000
* Variable compensation: $50,000
* Comprehensive health and dental benefits
* RRSP/401K matching up to 5%
* Group profit-sharing program
* Health spending/wellness spending: $500
* Learning and development budget: $2,000
* 20 days of vacation (pro-rated based on start date in the first year)
**About arenaflex Culture**
At arenaflex, we are proud to be an equal opportunity employer, committed to ethical and fair hiring practices. We strongly encourage applications from diverse backgrounds and offer accommodations for candidates participating in all aspects of the selection process.
**Join arenaflex Today!**
If you are a results-driven leader with a passion for customer success, product expertise, and leadership, we encourage you to apply for this exciting opportunity. Join our team and contribute to shaping the future of digital signage solutions.
Apply Now