Director of Customer Success (Fully Remote) at arenaflex

Unlock Success: Lead a Customer-Centric Revolution At arenaflex, we're revolutionizing the way businesses and agencies prove and grow their marketing ROI. As a rapidly growing marketing software company, we're committed to empowering our customers to achieve success through innovative solutions. Now, we're seeking a visionary Director of Customer Success to spearhead our customer-centric efforts and drive growth.

About arenaflex

arenaflex is a dynamic and rapidly growing marketing software company that's changing the game for agencies and businesses. Our cutting-edge solutions empower our customers to prove and grow their marketing ROI, and we're just getting started. With a strong focus on innovation, customer success, and employee satisfaction, we're creating a workplace that's positive, supportive, and inclusive.

The Role

We're looking for a seasoned Director of Customer Success who has a proven track record of successfully scaling and growing SaaS teams. As a key member of our leadership team, you'll be responsible for leading the strategic oversight of two essential pillars of our internal team: Account Management/Success and Customer Support. If you have experience leading both success and support teams within SaaS, we want to hear from you.

Key Responsibilities

As our Director of Customer Success, you'll have the opportunity to:

• Develop, implement, and refine an ongoing customer experience strategy aligned with company objectives
• Track and analyze KPIs to measure success and identify areas for improvement
• Lead efforts for continuous improvement through process enhancements and innovative thinking
• Grow, lead, and develop a high-performance Account Management team
• Collaborate with marketing and sales to identify campaigns, maximizing partner engagement for company growth
• Keep our arenaflex support team best in class!
• Ensure a standard of accurate and effective customer resolutions within the support team
• Monitor KPIs for ongoing improvement, maintaining a company-wide goal of a 15-minute resolution time
• Foster a proactive onboarding approach, anticipating customer needs and ensuring successful solution adoption
• Conduct regular assessments of the onboarding process and implement enhancements for a streamlined customer journey

What We're Looking For

To succeed in this role, you'll need:

• Proven experience managing successful support and success teams in the SaaS landscape
• Expertise in scaling support and success teams from the ground up
• Ability to quickly become a product expert in the SaaS domain
• High technical aptitude and adaptability
• Excellent communication and interpersonal skills
• Ability to thrive in a fast-paced, dynamic environment
• High school diploma or equivalent

Company Benefits/Perks

At arenaflex, we believe in creating a workplace that's positive, supportive, and inclusive. Here are just a few of the benefits and perks we offer:

• Remote first company - we believe in breaking down barriers of bureaucracy and empowering our remote team members to work agilely to accomplish more in a shorter amount of time.
• Immediate impact - the moment you join our team, we hand you the reins to work on projects independently and make a direct impact.
• Health/Wellness - we offer a variety of premium medical insurance plans, as well as dental and vision insurance - making sure you have access to the coverage that works best for you. arenaflex covers 100% of the premium cost for individual employee coverage under selected base plans, as well as the full cost of employee Life/LTD/STD insurance coverage.
• Employee support - we provide an Employee Assistance Program (EAP) that offers counseling, legal, debt management, and travel assistance services free of cost to our employees.
• Time off - in addition to paid holidays, arenaflex offers both flexible time off and competitive PTO plans that continue to offer greater rewards to long-term employees.
• Diversity and inclusion - our workplace is positive, supportive, and inclusive, and we ask all new hires to bring that same approach.

Before You Apply

Before you apply, we encourage you to:

• Learn about our team
• Read about what makes us different or watch a product overview
• Read our reviews on G2 - our Support is best in class!

What We Offer

At arenaflex, we're committed to creating a workplace that's positive, supportive, and inclusive. We're an equal opportunity employer, and we recruit, hire, pay, and promote without regard to gender, race, sexual orientation, age, religion, veteran status, physical/mental abilities, or any other identities protected by law. If you're ready to drive customer success to new heights and play a pivotal role in shaping our growth, we invite you to join our innovative team at arenaflex. Apply now and let's redefine customer success together!

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