Experienced Customer Success Manager for Master Data Management Solutions – Remote US or Hybrid in Atlanta, GA

Introduction to arenaflex

arenaflex exists to empower the possibilities of the data-enabled future. In a world where data drives decisions, opportunity, and innovation, the importance of trusted data simply cannot be overstated. As a growing top-tier partner focused on data management solutions, specifically in the area of Master Data Management, arenaflex is committed to delivering exceptional value to its customers. We believe that by harnessing the power of data, our customers can unlock new opportunities, drive growth, and stay ahead of the competition.

Job Overview

Reporting to our Vice President of Customer Success, the Customer Success Manager will be responsible for helping existing customers maximize their usage of arenaflex's Master Data Management (MDM) Platform, resulting in customer retention, expanded deployments, and enthusiastic customers who will readily promote arenaflex. This is an exciting opportunity to join a dynamic team and play a critical role in driving customer success and growth.

Key Responsibilities

• Manage approximately 50-60 enterprise software accounts that span different customer segments, license models, and deployment models, ensuring that customers are realizing tangible business value from their partnership with arenaflex.
• Work closely with cross-functional teams, including sales, marketing, and product, to ensure that customers are receiving the support and resources they need to succeed.
• Develop and execute a customer success plan that aligns with arenaflex's overall business strategy and goals, including platform adoption, retention, and expansion.
• Build strong relationships with customers, understanding their needs, challenges, and goals, and providing guidance and support to help them achieve their objectives.
• Identify and mitigate risks, escalating issues to the appropriate teams and stakeholders as needed, and ensuring that customers receive timely and effective support.
• Collaborate with value-added resellers (VARs) to ensure that customers are receiving the best possible support and service.

Performance Objectives

The Customer Success Manager will be responsible for achieving the following performance objectives:

• Platform Adoption: Ensure that customers are leveraging arenaflex's MDM Platform to deliver tangible business value, including increased revenue, decreased cost, or decreased risk.
• Retention & Renewals: Exceed 95% gross retention of annual recurring revenue that is up for renewal, by ensuring that customers are realizing value from their partnership with arenaflex.
• Customer Satisfaction: Create enthusiastic customers who will readily promote arenaflex, by providing exceptional support and service, and ensuring that customers are achieving their business objectives.
• Expansion: Identify opportunities to expand the use of arenaflex's MDM Platform within existing customer accounts, and work with cross-functional teams to develop and execute a plan to achieve this goal.

Requirements

The ideal candidate will have:

• Minimum five years of customer success experience, preferably in the enterprise software industry, with a focus on SaaS solutions.
• Demonstrated experience in delivering customer success to enterprise software customers, including managing high-touch accounts, and providing examples of helping customers navigate through journey and adoption of complex software solutions.
• Strong execution skills, including planning, organization, team coordination, and follow-through, with the ability to prioritize work, ensure flawless follow-through, and escalate for assistance where needed.
• A basic understanding of business functions and core IT systems, with experience working with customers across different industries.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, and work effectively with cross-functional teams.

Career Growth Opportunities

At arenaflex, we are committed to helping our employees grow and develop in their careers. As a Customer Success Manager, you will have the opportunity to work with a talented team of professionals, and develop your skills and expertise in the following areas:

• Customer success strategy and planning
• Account management and relationship-building
• Communication and interpersonal skills
• Problem-solving and conflict resolution
• Leadership and team management

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced company, with a strong focus on innovation, collaboration, and customer success. Our company culture is built around the following core values:

• Growth Mindset: We believe that everyone can learn and grow, and we encourage our employees to take risks, try new things, and learn from their mistakes.
• Constructive Candor: We value open and honest communication, and we encourage our employees to share their thoughts and ideas in a respectful and constructive way.
• Helpful: We believe in the importance of teamwork and collaboration, and we encourage our employees to help and support each other in achieving their goals.
• Get Stuff Done: We are a results-driven company, and we encourage our employees to take ownership of their work, and to deliver high-quality results in a timely and efficient manner.
• Fun is Where Fun is Made: We believe that work should be enjoyable, and we encourage our employees to have fun, and to make the most of their time at arenaflex.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary, bonus, and benefits. Our benefits include:

• 100% employer-paid health, dental, and vision insurance for employee-only coverage
• Competitive family health, dental, and vision insurance plans
• 401k retirement plan with company match
• Generous PTO and paid holidays
• Flexible work arrangements, including remote work options
• Opportunities for professional development and growth

Conclusion

If you are a motivated and experienced customer success professional, with a passion for delivering exceptional results, and a desire to work with a dynamic and innovative company, then we want to hear from you. Please apply for this exciting opportunity to join the arenaflex team as a Customer Success Manager, and take the first step towards a rewarding and challenging career.