Job Description
At arenaflex, we're building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 165,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information. If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future. **Job Summary:** As the Director of Enterprise Customer Success at arenaflex, you will lead and evolve the strategy for our Enterprise segment—our largest and most complex customers. You'll be responsible for ensuring revenue growth and retention, enabling deployment and adoption, and aligning internal resources to deliver exceptional customer outcomes. This is a highly collaborative, cross-functional leadership role that requires strong business acumen, technical fluency, and a proven track record of leading and scaling customer success teams. **Key Responsibilities:** - Lead and grow a high-performing Enterprise Customer Success team, managing CS leaders and supporting their teams to ensure customer satisfaction and retention. - Own strategic planning and operational execution to drive predictable revenue growth and improve customer lifecycle performance. - Act as a second-line leader with a hands-on approach—partnering directly with first-line team members and enterprise customers when needed. - Collaborate cross-functionally with Sales, Product, Marketing, Support, and Operations to align initiatives and enhance the customer experience. - Build and refine engagement models for proactive deployment, adoption, and customer advocacy in both 1:1 and 1:Many formats. - Develop and track metrics for customer health, expansion opportunities, adoption rates, and overall Net Dollar Retention (NDR). - Identify trends, churn risks, and upsell opportunities through deep data analysis and present insights in a meaningful way to executives and stakeholders. - Forecast renewals and team performance accurately, driving accountability across the team. - Foster a culture of learning, ownership, and growth within the team through coaching and structured career development. **What We're Looking For:** - 7+ years of experience leading enterprise-level Customer Success teams, including direct management of team leaders. - Strong communication and relationship-building skills—comfortable engaging with executive stakeholders internally and externally. - Highly collaborative leader with a proven ability to influence outcomes across departments. - Hands-on leadership style with a growth mindset and focus on continuous improvement. - Strong technical aptitude; familiarity with security-related technologies and customer personas is critical. - Deep understanding of customer deployment and adoption strategies and their impact on retention and growth. - Analytical thinker with experience using Salesforce, Gainsight, Looker, and similar tools. - Familiarity with terms such as SCIM, AD, CLI, and SSO. - Proven experience in building and scaling customer engagement models that impact Net Dollar Retention. - Sound knowledge of business operations, financial principles, and revenue management. - Experience in a high-growth SaaS environment is preferred. - Bonus: Personal or professional experience using arenaflex or similar password management tools. **What You Can Expect:** - A competitive salary range of $173,000 - $233,000 USD (USA-based roles) or $170,000 - $230,000 CAD (Canada-based roles), plus immediate participation in arenaflex's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant, and, where applicable, participation in our incentive programs. - A dynamic and collaborative work environment that values innovation, creativity, and continuous learning. - Opportunities for career growth and professional development, including training, mentorship, and leadership development programs. - A comprehensive benefits package, including health and wellbeing, growth and future, and community benefits. - A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that is welcoming and inclusive for all employees. **What We Offer:** - Health and wellbeing benefits, including maternity and parental leave top-up programs, generous PTO policy, and four company-wide wellness days. - Growth and future benefits, including company equity for all full-time employees, retirement matching program, and free arenaflex account. - Community benefits, including paid volunteer days, employee-led inclusion and belonging programs and ERGs, and peer-to-peer recognition through Bonusly. **Our Culture:** - We prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. - We're a remote-first company, with occasional travel for in-person engagement. - We believe in working hard and rewarding that hard work through our benefits. - We're committed to leveraging cutting-edge technology, including AI, to achieve our mission. - We're passionate about creating a workplace that is welcoming and inclusive for all employees. **How to Apply:** If you're a motivated and experienced leader who is passionate about customer success and growth, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your experience and qualifications for the role. We can't wait to hear from you! Apply for this job