Principal Customer Success Manager - Strategic (Remote)

Join arenaflex, a people-focused company, as we scale our Customer Success team to meet the growing needs of our customers. As a Strategic Customer Success Manager (CSM), you will be a key player in managing complex, high-value accounts, driving adoption, and value realization, and aligning arenaflex's solutions with the customer's long-term business strategy.

About arenaflex

arenaflex partners with the world's leading companies to accelerate growth and profitability, advance innovation, and build more prosperous communities. Our powerful, cloud-based, AI-powered pricing, selling, and prescribing solutions empower global manufacturers and distributors to manage, optimize, and digitize their end-to-end commercial processes. With a proven, repeatable process and passionate, experienced people, we accelerate value and drive profitable, unrivaled business outcomes for our customers.

The Opportunity

As a Strategic CSM, you will be responsible for managing highly complex accounts involving multiple solutions, stakeholders, and geographies. You will drive coordination across business units and projects to ensure a unified and strategic approach. Your key responsibilities will include:

• Account Complexity Management: Manage highly complex accounts involving multiple solutions, stakeholders, and geographies. Drive coordination across business units and projects to ensure a unified and strategic approach.
• Drive Adoption and Value Realization: Lead efforts to ensure customers are fully adopting and realizing maximum value from arenaflex's solutions. Collaborate with internal teams to support customers in achieving their strategic goals.
• Success Planning: Develop and implement joint success plans with customers that map out milestones, desired outcomes, and KPIs, ensuring alignment with the customer's long-term business strategy.
• Risk Mitigation: Develop and implement strategies to mitigate risk to renewals. Working cross-functionally to align resources.
• Best Practices Sharing: Act as a trusted advisor, sharing industry best practices and insights across the customer's business units and geographies to optimize solution usage.
• Customer Advocacy: Serve as the customer's advocate within arenaflex, influencing product development and driving internal alignment to address customer needs.
• Data-Driven Insights: Monitor and report on key customer health metrics (e.g., usage, value realization, customer satisfaction, churn risk) to proactively identify risks and opportunities.
• Cross-sell Expansion: Identify expansion opportunities, aligning additional arenaflex solutions with the customer's evolving business needs.
• Thought Leadership: Provide strategic guidance and thought leadership to customers by staying informed about industry trends and emerging business challenges.
• Coaching and Mentorship: Mentor and coach junior CSMs, providing strategic guidance to help them manage less complex accounts effectively.

Other duties as assigned

.

The Skill Set

To succeed in this role, you will need:

Minimum 7 years of experience

in Customer Success or a related role managing complex customer accounts at a strategic level.

Experience with pricing, quoting, rebate, or analytics solutions

in a B2B environment: Able to articulate value propositions and integration into business processes.

• Commercial Business Processes: Able to demonstrate an understanding of commercial processes such as quote to cash, list pricing, dynamic pricing, etc.
• Sales/Account Management Process Proficiency: Demonstrated proficiency with sales methodologies such as Challenger Sale, ForceManagement, MEDDPICC, or similar techniques.
• Project Governance Knowledge: Understanding of the principles of effective Project Governance, especially as it relates to complex software implementation.
• Business Systems Integration: Able to understand the principles of business systems interaction through integration and data transformation.
• Vendavo Solutions: Willingness to learn business process and technical use cases as they relate to arenaflex solutions.
• Enterprise Account Management: Experience managing large enterprise customer relationships (>$1 Billion in Revenue and global presence).

Strong experience with SaaS software solutions

. Familiarity with pricing or CPQ solutions is a plus.

Demonstrated ability to engage and build relationships

with customer executives and key decision-makers.

Experience managing accounts

that span multiple geographies and business units, driving consistency in outcomes.

Proficient in using data to derive insights

, track performance, and drive meaningful conversations with customers.

Willingness to travel up to 10%

and support international time zones.

The Benefits

As a member of the arenaflex team, you will enjoy:

Flexibility to work from home or in the office

, depending on what works best for you.

Unlimited PTO for vacation, sick, and mental health days

– we encourage everyone to take vacation during the year to ensure dedicated time to spend with loved ones, explore, rest, and recharge.

4 recharge days

, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday.

16 weeks of paid parental leave

with health benefits for all parents, plus flexible re-entry schedules for returning to work.

$110 a month to cover your cell phone and internet expenses

.

High-end laptop (Dell XPS or Mac)

.

Competitive pay and bonus/commission

.

Comprehensive health, dental, vision, and mental benefit options (PPO, FSA, HSA)

.

401k plan with a 3% employer non-election contribution

.

The National Minimum Salary

is $118,422 base and benefits. The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. Note: Disclosure as required by CA, CO, NY, and WA Pay Transparency Law.

Our Culture & You

We collaborate with our customers unlike any others in our industry. Anchored in our values (Move with Integrity, Be Clear, Win as One, Solve for the Customer, Build What's Next), we are growing, constantly innovating, and consistently driving sustainable outcomes for our clients and partners. Unlocking opportunities for our customers would not be possible without our employees. When you are part of arenaflex, you're part of a company that's committed to your growth and invested in your career. Diversity, inclusion, and celebration of community are at our core, and we come together to learn from each other and honor our commitments. EMEA and California residents applying for positions at arenaflex can see our privacy policy here.

Our Team is Growing. You Will Too.

Apply now to join our team and take the first step towards a rewarding career at arenaflex. Apply for this job