Experienced Customer Success Manager, Digital – Driving Exceptional Customer Experiences and Business Growth through Innovative Frontend Cloud Solutions

Welcome to arenaflex

arenaflex's Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. Our customers, including prominent brands like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier, rely on us to create dynamic user experiences on the web. At arenaflex, our mission is to enable the world to ship the best products, and this goes hand in hand with creating an environment where you can do the best work of your life.

About the Role

arenaflex is seeking a highly skilled and motivated Customer Success Manager, Digital to join our fast-growing Customer Success team. As a Customer Success Manager, Digital, you will play a pivotal role in managing a high volume of customer interactions, ensuring customer satisfaction, wider adoption, and retention. This role requires a unique blend of technical knowledge, customer engagement skills, and the ability to work efficiently across multiple time zones. If you are a customer-centric professional with a passion for driving business growth and delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Manage all post-sales activity for arenaflex's scaled customers through touch points that require product knowledge, planning, project management, and the ability to quickly build customer rapport.
• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives.
• Interact with customers through office hours, webinars, and other channels to provide personalized support and guidance.
• Proactively identify and flag churn risk and work proactively with other account team members to mitigate customer risk and ensure long-term customer satisfaction.
• Partner with Account Executives, Customer Success Engineers, and Technical Consultants to provide effective customer engagements and drive business growth.
• Analyze customer data to suggest engagement strategies within your customer portfolio and execute proactive customer campaigns to engage customers on discrete topics such as awareness of new product capabilities.

About You

To be successful in this role, you should have:

• Experience with and basic proficiency of Front-end web development libraries and frameworks like React, Node, Next.js.
• At least one year of customer-facing experience in a high-growth SaaS industry, with a strong understanding of customer success principles and practices.
• A significant level of comfort interacting with a high volume of customers over a variety of mediums, including phone, email, and webinars.
• The ability to navigate through ambiguity and contribute to the team's ongoing development activities, with a strong initiative and positive attitude.
• Outstanding communication and writing skills, with the ability to craft compelling messages and engage customers through various channels.
• A strong collaboration mindset and capabilities, with experience working with cross-functional teams to drive business outcomes.
• Comfort with asynchronous work and the ability to work independently in a remote environment.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience devising and executing growth and activation strategies to drive customer engagement and business growth.
• A background in software development or a related field, with a strong understanding of technical concepts and principles.
• Experience working with customers in a digital customer success segment, with a strong understanding of customer needs and preferences.

Skills and Competencies

To be successful in this role, you should possess the following skills and competencies:

• Strong technical skills, with the ability to understand and communicate complex technical concepts to customers.
• Excellent customer engagement skills, with the ability to build strong relationships with customers and drive long-term satisfaction.
• Strong analytical skills, with the ability to analyze customer data and suggest engagement strategies.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• A strong initiative and positive attitude, with the ability to navigate through ambiguity and drive business outcomes.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Customer Success Manager, Digital, you will have access to:

• Mentorship and coaching from experienced professionals in the field.
• Opportunities to attend industry events and conferences to build your network and skills.
• A comprehensive training program to help you develop your technical and customer success skills.
• A strong culture of innovation and experimentation, with the ability to try new things and drive business outcomes.

Work Environment and Company Culture

At arenaflex, we pride ourselves on our inclusive and collaborative company culture. As a remote employee, you will be part of a distributed team that values flexibility, autonomy, and open communication. We offer a range of benefits and perks to support your well-being and productivity, including:

• Flexible time off and a WFH budget to outfit your space as needed.
• A comprehensive healthcare package and access to mental health resources.
• A strong culture of recognition and reward, with opportunities to celebrate your achievements and contributions.
• A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive environment for all employees.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including equity, as well as a range of perks and benefits to support your well-being and productivity. The base pay range for this role is $108,000.00 - $162,000.00 OTE, depending on location and experience. We also offer a comprehensive healthcare package, flexible time off, and a WFH budget to outfit your space as needed.

Conclusion

If you are a motivated and customer-centric professional with a passion for driving business growth and delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Success Manager, Digital at arenaflex, you will be part of a fast-growing team that is committed to innovation, collaboration, and customer satisfaction. Apply now to join our team and take the first step towards an exciting and rewarding career in customer success.