Experienced Customer Success Manager – Drive Growth and Value for arenaflex Clients
At arenaflex, we're revolutionizing the way accounting firms operate with our cutting-edge practice management software. As a global leader in this space, we're committed to delivering exceptional value to our customers, and we're seeking an experienced Customer Success Manager to join our team.
About arenaflex
arenaflex is the go-to platform for growth-minded accounting firms, providing an award-winning, highly collaborative cloud platform that streamlines work and communication. Our software has enabled the average accounting firm using arenaflex to save 18.5 hours per week, per employee. With customers in 34 countries and a globally distributed team, we're well-funded, ranked #1 on G2, and growing rapidly. Our fantastic team culture is built on our values, and we're making a global impact.
Your Role
As a Customer Success Manager at arenaflex, you'll take ownership of your own clients, becoming an expert in the best practices of practice management and providing consultative advice to drive change. You'll function as a crucial link between our customers and the rest of your fellow arenaflex team members. Your primary responsibilities will include:
- Creating and owning a quarterly success strategy for your customer portfolio, identifying churn risks while looking for opportunities to maximize revenue with healthy accounts.
- Building strong relationships with your customers, using empathy to understand their challenges and driving value with arenaflex.
- Becoming a product expert for our Invoicing & Payments product and acting as the regional resource to help train and manage customers through to adoption.
- Proactively pushing adoption of our Invoicing & Payments product to targeted customers.
- Managing upcoming customer renewals.
- Staying up to date with our Product Roadmap and promoting, demoing, and relaying information about upcoming features to customers.
- Monitoring customer health and usage metrics to work proactively.
- Advocating for your customers internally and providing important customer insights to other departments such as Product, Sales, and Support.
- Key metrics will be Retention and Expansion, typically reported as Net Growth or NDR.
About You
We're looking for a physically based in the US, confident working autonomously in a remote role, and willing to travel occasionally to our customers' offices to carry out site visits and attend events (approximately 5-10% of your time). You should have:
- Experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management) with a track record of success.
- (Preferable) A subject matter expert in the accountancy software market.
- A strategic thinker who can play-to-win and is comfortable carrying a target.
- Great relationship building skills.
- Excellent communication and presentation skills.
- Tenacious – always looking for a better way to serve your customers, such as providing useful information or sharing best practice.
- Curious – You want to know how the best accounting firms operate and love to share this insight far and wide in a consultative way.
- Effective project management skills, including the ability to manage resources on a cross-functional team.
Why Work at arenaflex?
* Gain global experience across USA, New Zealand, UK, and Canada.
- 4 weeks annual leave plus 5 extra "arenaflex Days" off a year.
- Flexible working environment.
- Work with (and learn from) an experienced, high-performing team.
- Be part of a fast-growing company that firmly believes in promoting high performers from within.
- A collaborative, team-oriented culture that embraces diversity, invests in development, and provides consistent feedback.
- Generous parental leave.
Diversity and Inclusion
arenaflex embraces diversity and inclusion, aligning with our values as a business. We encourage you to apply, even if your past experience doesn't perfectly align. We recruit and reward people based on capability and performance, and we don't discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.
How to Apply
If you're a good person who wants to make a difference, we want to talk to you. Apply for this exciting opportunity to join our team and drive growth and value for arenaflex clients. Apply for this job