Experienced Customer Success Manager – East Coast

At arenaflex, we're on a mission to revolutionize the way businesses deliver exceptional customer experiences. As a leading provider of Automated CX Assurance Platform, we're committed to helping enterprises build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. We're now seeking an exceptional Customer Success Manager to join our team, preferably based on the East Coast or in Eastern Time.

About arenaflex

arenaflex is the world's leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. We support the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring. Our platform ensures enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust arenaflex to deliver customer smiles at scale.

Why Join arenaflex?

At arenaflex, we're passionate about delivering exceptional customer experiences and are committed to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles.

Our Values

Our values shape everything we do at arenaflex. We're passionate about:

• Delivering Excellence: Putting the customer first, collaborating globally, and always striving to improve.
• Innovate Boldly: Setting new standards and learning from every experience.
• Integrity First: Valuing humility, authenticity, and respect for diversity, building trust in all we do.
• Embrace Curiosity: Empowering you to experiment, learn, and grow in a dynamic environment.

Job Summary

We're seeking an exceptional Customer Success Manager to join our team, preferably based on the East Coast or in Eastern Time. This individual will play a critical role in building and maintaining strong relationships with our enterprise customers, ensuring they maximize the value of our solutions. If you're passionate about delivering exceptional customer experiences and are eager to contribute to a dynamic, growing team, we'd love to hear from you.

Responsibilities

As a Customer Success Manager at arenaflex, you will:

• Own customer outcomes and ensure each customer receives value from arenaflex's solutions throughout their lifecycle.
• Understand the value of arenaflex to the customer and be able to articulate that through measurable ROI back to key stakeholders and executives.
• Negotiate long-term renewals with keen attention to detail and with secured revenue uplift.
• Act as a program manager throughout the entire customer journey, including professional services engagements.
• Understand the customer pain points and strategic objectives and how they can be solved with arenaflex's technology.
• Build adoption and value plans with customers to set a long-term vision for success and growth.
• Deliver insights based on customer and industry usage to identify areas for improvement, optimization, and expansion.
• Act as an escalation point when things are not going to plan.
• Organize and host regular client check-in meetings, onsite visits, and Executive Business Reviews.
• Coordinate and manage client special requests and projects.
• Identify new opportunities within our existing customer base and grow revenue opportunities; Cross-sell and Upsell.
• Travel may be required from time to time.

Requirements

To be successful in this role, you will need:

• Consistently delivers excellent customer experience: 5+ years of experience in a Customer Success Role.
• Strategic mindsight with experience managing large, multinational accounts.
• Able to negotiate large, complex renewals to secure long-term contracts with standard uplifts.
• Can have strategic conversations with and confident presenting to senior customer executives.
• Able to act as a quarterback to leverage internal resources to deliver customer outcomes.
• Demonstrated background in developing and managing commercial relationships.
• Proven track record of meeting and exceeding targets.
• Strong technical acumen to add value to customer discussions and translate product strengths into business value.
• Strong program management skills.
• Strong analytical skills/ability to identify patterns and spot trends.
• Previous experience working in a SaaS environment, or telecoms would be a distinct advantage.
• Knowledge of testing, the software development lifecycle desirable.
• Bachelor's degree in a related discipline is desirable.

You Are:

* Organized

• Process-driven
• Shows initiative
• Customer Focused
• Articulate and confident
• A communicator
• A problem solver

What We Offer

At arenaflex, you'll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. We're committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive, and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic.

How to Apply

If you're passionate about delivering exceptional customer experiences and are eager to contribute to a dynamic, growing team, we'd love to hear from you. Please submit your application online, and we'll be in touch to discuss this exciting opportunity further.

Note:

Agencies, please do not contact arenaflex employees outside of the Talent Acquisition team. arenaflex's policy is to only accept resumes from Agencies via the arenaflex Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the arenaflex Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of arenaflex and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid. Apply for this job