At arenaflex, we're revolutionizing the way businesses connect with their customers, and we're looking for a seasoned leader to join our Account Success organization as a Director, Customer Success Management. As a key member of our team, you'll be responsible for leading a team of dedicated Customer Success professionals, driving high-value, high-impact customer engagements, and delivering measurable technical and business impact.
**About arenaflex**
arenaflex is the Customer Company, inspiring the future of business with AI, Data, and CRM. We're a global leader in customer relationship management, empowering businesses to blaze new trails and connect with customers in a whole new way. Our core values drive everything we do, from innovation and customer obsession to teamwork and giving back. If you believe in business as the greatest platform for change and in companies doing well and doing good, you've come to the right place.
**The Role**
As a Director, Customer Success Management, you'll be responsible for leading the strategy and execution of high-value, high-impact customer engagements that drive measurable technical and business impact. You'll work closely with our customers to understand their business needs, develop tailored solutions, and deliver exceptional customer experiences. Your team will be responsible for ensuring customer success, identifying renewal risks, and developing action plans to mitigate those risks.
**Key Responsibilities**
* Lead a team of Customer Success Managers, providing guidance, mentorship, and coaching to ensure their success
* Develop and execute customer engagement strategies that drive measurable technical and business impact
* Work closely with customers to understand their business needs, develop tailored solutions, and deliver exceptional customer experiences
* Identify renewal risks and develop action plans to mitigate those risks
* Collaborate with peers and selling partners on capacity planning for Signature obligations
* Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed
* Lead oversight on critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution is achieved
* Build strong multi-functional working relationships with Solutions, Sales, Engineering, and Product Management
* Serve as Director-level escalation and pursue each critical issue as an opportunity to drive the customer relationship
* Track and identify frequently occurring, high-impact issues and communicate through appropriate channels for resolution
* Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams
* Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training
* Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives
* Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders
**Essential Qualifications**
* Minimum of 5+ years in leadership roles with direct experience in customer success and team management
* Strong critical thinking and ability to use data and insights to identify trends and risks
* Entrepreneurial and "lead from the front" mindset
* Proven leader and motivator with deep experience leading technical organizations
* Results-driven, tenacious, and able to drive outcomes while balancing empathy and a people-first culture
* Strong emotional intelligence for customers and deliver customer support like you expect to receive it; with excellence
* Familiarity with arenaflex's product offerings, services, and the larger industry landscape
**Preferred Qualifications & Skills**
* Experience with arenaflex, Tableau, and/or a competing platform
* Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant)
* Knowledge of arenaflex products and features, capabilities, best use, and how to deploy
* Experience working with Enterprise-level customers
**Our Investment in You**
At arenaflex, we're committed to helping you grow and develop your career. Here are just a few of the benefits you can expect:
* World-class enablement and on-demand training – check out trailhead.com for a sneak peek!
* Exposure to executive thought leaders with a passion for living our values
* Clear path to promotion with accelerated leadership development programs
* Weekly 1:1 coaching with your leadership
* Fast Ramp mentorship program
* Week-long product bootcamp
* Sandler Sales Training
**Accommodations**
If you require assistance due to a disability applying for open positions, please submit a request via this Accommodations Request Form.
**Posting Statement**
At arenaflex, we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We're committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
arenaflex is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. arenaflex does not accept unsolicited headhunter and agency resumes. arenaflex will not pay any third-party agency or company that does not have a signed agreement with arenaflex.
**Apply Now**
Ready to join our team and drive enterprise success at arenaflex? Apply now for the Director, Customer Success Management role and take the first step towards a rewarding career with us!