At arenaflex, we're on a mission to empower the possibilities of the data-enabled future. As a growing Microsoft top-tier partner, we're focused on data management solutions, particularly in Master Data Management (MDM). We're seeking an experienced Full Stack Customer Success Manager to join our team and help our customers maximize their usage of our MDM Platform.
**About arenaflex**
arenaflex is a leading provider of data management solutions, empowering organizations to unlock the full potential of their data. Our team is passionate about delivering innovative solutions that drive business value and customer success. We're committed to creating a workplace culture that's collaborative, inclusive, and fun.
**Job Summary**
As a Full Stack Customer Success Manager, you'll be responsible for helping existing customers maximize their usage of arenaflex's MDM Platform, resulting in customer retention, expanded deployments, and enthusiastic customers promoting arenaflex. You'll work closely with various value-added resellers (VARs) to manage approximately 50-60 enterprise software accounts across different customer segments, industries, and deployment models.
**Key Responsibilities**
* Work across arenaflex teams, functions, and VAR partners to ensure customers are leveraging the MDM Platform to deliver tangible business value.
* Engage with day-1 customers to ensure project planning, kick-off, requirements documentation, implementation, and go-live remain on track.
* Prioritize existing customers to ensure they're optimally utilizing the MDM Platform to realize maximum benefit from their partnership with arenaflex.
* Manage business critical escalations and proactively identify and mitigate risk.
* Develop and execute account engagement plans to drive adoption, retention, and expansion.
* Collaborate with cross-functional teams to ensure value realization and customer satisfaction.
* Identify additional use cases for the MDM Platform and promote platform expansion or conversion to SaaS.
* Leverage arenaflex thought leaders and executives to align with customers' strategic goals.
**Performance Objectives**
* Platform Adoption: Ensure customers are leveraging the MDM Platform to deliver tangible business value.
* Retention & Renewals: Exceed 95% gross retention of annual recurring revenue that is up for renewal.
* Customer Satisfaction: Create enthusiastic customers who will readily promote arenaflex to colleagues and peers.
* Expansion: Identify additional use cases for the MDM Platform and promote platform expansion or conversion to SaaS.
**Performance Goals**
* In 30 Days: Understand the solutions and value arenaflex delivers, understand arenaflex's account segmentation and corresponding engagement motions, and familiarize yourself with 10 existing customer case studies and sit in on six customer demonstrations.
* In 90 Days: Activate your account engagement plan and engage with 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts. Begin managing adoption for net-new accounts.
**Competencies**
* Minimum five years of Customer Success experience with Enterprise Software, ideally SaaS in the IT sector.
* Demonstrated experience in delivering customer success to enterprise software customers, managing 20 to 75 high-touch accounts, and providing examples of helping customers navigate through their journey and adoption of complex software solutions.
* Basic understanding of business functions, core IT systems, and experience working with customers across different industries.
* Motivated and accountable, with a willingness to plan, work, and communicate progress.
* Kind, humble, and fun, with a passion for working with peers and colleagues.
**Why Join arenaflex?**
* Growth on your terms: Through our company values, collaborative work environment, and individual career plans, you'll grow here more than you would anywhere else.
* Enjoy where you work: You'll become part of an amazing village of arenaflexers who want to see you progress in your career.
* Save for retirement: arenaflex offers a 401k retirement plan with company match.
* Stay healthy: arenaflex offers 100% employer-paid health, dental, and vision insurance for employee-only coverage, competitive family health, dental, and vision, and life insurance plans.
* Have a life: arenaflex employees enjoy autonomy and flexibility, with a hybrid-friendly environment and generous PTO.
**Our Core Values**
* Growth Mindset: We believe in continuous learning and growth, and we accept mistakes as a part of trying new things.
* Constructive Candor: We value diverse perspectives and enjoy finding the best answer, not defending our own.
* Helpful: We believe in helping our teammates and winning together is more fulfilling than accomplishing something on our own.
* Get Stuff Done: We have the grit, creativity, and resilience to accomplish our goals no matter the obstacles.
* Fun is Where Fun is Made: We covet the journey as much as the destination and strive to make each other laugh along the way.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from qualified candidates without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.