Senior Customer Success Manager – Cyber Risk Management and Enterprise Account Growth

At arenaflex, we're on a mission to protect the world's data by providing elegant, robust solutions for our customers to find, acknowledge, and remediate cyber risk. With a rapidly growing customer base, our Success team is dedicated to helping our customers thrive throughout their journeys with arenaflex. We're now seeking an experienced Senior Customer Success Manager to join our high-performing team and onboard and enable our customers in the region.

Why are we hiring for this role?

arenaflex is expanding its Customer Success team due to continued growth, and we require a Senior Customer Success Manager to lead customer interactions, drive continuous value for a portfolio of enterprise accounts, and maintain and increase Net Revenue Retention (NRR) across its portfolio. The ideal candidate will be experienced in leading customer interactions, detail-oriented, articulate, and credible, with the ability to listen effectively and provide clear advice.

What will you accomplish?

As a Senior Customer Success Manager, you'll be responsible for:

• Driving continuous value for a portfolio of enterprise accounts in all stages of the customer lifecycle
• Acting as a trusted advisor to your customers, meeting regularly with relevant stakeholders and continuing to drive engagement
• Onboarding strategic customers, focusing on maximizing value while finding opportunities to increase usage and create long-term value
• Providing resources to your customers, including success plans and customer-specific training sessions, and organizing regular check-in calls
• Translating your customer's requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize arenaflex
• Monitoring the health of your customers and intervening with proactive education when customers are not effectively using arenaflex to achieve the value they expected
• Advocating for the customer; providing updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities
• Driving customer satisfaction, product adoption, and ultimately, increasing the lifetime customer value of your assigned customers
• Developing strategic account plans that clearly articulate the customer's business, their goals, and how arenaflex can play into their success
• Engaging and collaborating in a fast-moving global team, contributing to ongoing improvements

What do we need from you?

To succeed in this role, you'll need:

• 4+ years' experience in customer success and account management working with or for enterprise organizations
• A self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels
• Experience with supporting, building & maintaining customer relationships
• Highly organized with the ability to update existing documentation and document new processes
• Proven success in owning growth and revenue for a book of business, including the end-to-end renewal process
• An understanding of cyber risk management or risk management frameworks
• Experience of working within the SaaS and the Cyber Security industries
• Experience navigating large and complex organizations to multithread and uncover opportunities for expansion
• High level of proficiency in the English language, both written and spoken
• The ability to work cross-functionally with many internal groups and be a team player
• Can translate complex ideas to a variety of audiences
• Ability to work with multiple teams, stakeholders, and subsidiaries within an organization
• High energy and a willingness to learn
• Self-motivated, independent, and organized

What would give you an edge?

While not required, experience in the following areas would be beneficial:

• Experience in Customer Success tools, such as ChurnZero or GainSight
• Experience with a CRM, such as HubSpot or Salesforce
• Understanding of technical cybersecurity compliance and certification activities such as NIST, PCI, and ISO27001
• Understanding of Cyber Security best practices
• Experience in project management
• Basic/working knowledge of APIs
• Experience navigating large enterprise relationships from implementation through value recognition and expansion

What's in it for you?

As a Senior Customer Success Manager at arenaflex, you'll enjoy:

• A monthly lifestyle subsidy to support your financial, physical, and mental well-being
• A WFH set-up allowance to ensure you have the right environment to work in
• Generous compensation, determined by factors such as location, level, job-related knowledge, skills, and experience
• A $1,500 USD annual Learning & Development allowance to support your career development
• Generous Annual Leave/PTO allowances to recharge your batteries
• 18 weeks paid Parental Leave, irrespective of parenting role
• Personal Leave Allowance, including sick & carer's leave
• A fully remote working environment in the UK & Ireland
• Top-spec hardware, including laptops for your role

Why join arenaflex?

arenaflex is a Certified Great Place to Work in the US, Australia, UK, and India, establishing its position as a leading global technology employer. 99% of team members agree that arenaflex is a great place to work, apply now to find out why!

Equal Employment Opportunity

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.

Application Process

To apply for this role, please visit our website and submit your application. Before starting work with us, you will need to undertake a national police history check and reference checks. Also, please note that at this time, we cannot support candidates requiring visa sponsorship or relocation. Apply to this job Apply for this job