Experienced Full Stack VP of Global Scaled Customer Success – Web & Cloud Application Development for Commercial Accounts
At arenaflex, we're revolutionizing the way organizations manage and govern access to their applications, data, and business processes. Our AI-powered identity platform is trusted by leading brands, Fortune 500 companies, and government institutions to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. As a key member of our team, you'll have the opportunity to make a significant impact on our customers' success and growth.
About arenaflex
arenaflex is a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. We're committed to creating a welcoming and positive work environment that fosters growth, learning, and collaboration. Our team is passionate about delivering exceptional customer experiences and making a meaningful difference in the lives of our customers.
Job Summary
We're seeking an experienced and results-driven VP of Global Scaled Customer Success to lead our commercial accounts under $150,000 ARR. As a key member of our Customer Success team, you'll be responsible for designing and optimizing scalable, digital-first programs that combine automation, personalization, and data-driven insights to deliver value-rich customer experiences. You'll build and mentor a high-performing team of CSMs and champion the use of Gainsight to execute tech-touch journeys at scale.
Responsibilities
As a VP of Global Scaled Customer Success, you'll be responsible for:
- Developing and implementing the vision and strategy for arenaflex's commercial accounts segment (under $150,000 ARR), with a focus on digital-first, scalable programs.
- Defining and tracking KPIs such as gross/net revenue retention (GRR/NRR), churn reduction, adoption, and customer satisfaction (CSAT/NPS) specific to this segment.
- Designing and leading scalable Customer Success programs for high-volume SMB and commercial accounts under $150,000, covering onboarding, product adoption, renewals, and expansion.
- Building and managing scalable customer playbooks within Gainsight, leveraging automation, workflows, and tech-touch journeys (email campaigns, in-app engagement, playbooks).
- Continuously improving digital engagement strategies through A/B testing, customer feedback, and analytics.
- Building, mentoring, and scaling a high-performing team of CSMs specializing in large volumes of lower-revenue commercial accounts (Apply for this job