Job Description
At arenaflex, we're revolutionizing the way we approach housing and healthcare through cutting-edge conversational AI technology. Our mission is to create a world where everyone has access to quality health and home, and we're looking for a talented Director of Customer Success to join our team. As a key member of our organization, you'll play a vital role in driving customer success, growth, and impact. **About arenaflex** arenaflex is a funded unicorn startup that's scaling rapidly. We're passionate about solving complex problems in housing and healthcare, and we're committed to making a meaningful difference in people's lives. Our team is driven, collaborative, and dedicated to excellence, and we're looking for someone who shares our values and vision. **About the Role** As our Director of Customer Success, you'll be responsible for leading our customer success team and driving revenue growth through customer retention and expansion. You'll work closely with key stakeholders across the business to understand customer challenges and pain points, and you'll develop and execute strategies to address these issues. Your goal will be to ensure that our customers achieve their goals and realize the full value of our solutions. **Key Responsibilities** * Maintain and support a high-performing team of Customer Success Managers (CSMs) by providing ongoing coaching and training, and working with each IC to identify and achieve professional development goals * Partner with HR and other leaders to recruit strong mid-market and enterprise CSMs and scale the team as the company grows * Work closely with CSMs to understand customer challenges and pain points, and identify what their goals are for implementing arenaflex throughout their real estate portfolios * Own the success of customers, including onboarding, product adoption, and retention * Strategize with our Chief Revenue Officer (CRO) to build, own, and execute account plans * Lead a weekly metrics review to identify opportunities to improve performance * Collaborate with product and engineering to spearhead adoption of new products and features * Support our scaling by building out onboarding and enablement programs for new CSM hires * Proactively identify churn risks and build and execute on playbooks based on learnings * Help clients understand the ROI that arenaflex provides and help them communicate that value internally within their own organizations * Partner with CSMs to drive upsell opportunities for the sales team * Partner with content and design to create training and online webinars to educate all client stakeholders on how to successfully use our solutions * Surface client feedback and ideas to the product and engineering teams for potential new features * Attract top-tier talent to join our driven team **Requirements** * Experience building a customer success organization in a high-growth environment, ideally at a B2B SaaS startup * 3+ years of experience managing a customer success team * A track record in managing risk, forecasting, and identifying growth opportunities * Skilled in navigating cross-functional relationships within a high-growth SaaS environment * Excellent written and verbal communication skills * Strong sense of ownership and eagerness to build and define the customer success function * Ability to communicate candid, constructive feedback with your team * Strong customer-facing and presentation skills with the ability to establish credibility with executives * Willingness to work in person at our office 4-5 days a week **Why Join arenaflex** Growth and impact. It's not often that you can get in on the ground floor of a funded unicorn startup that's scaling. That means that instead of following a playbook, you'll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You'll learn what works when you succeed and what doesn't when you fail. Either way, the rest of the team will be here to support you. **Benefits** In addition to the growth and impact you'll have at arenaflex, we offer competitive salaries along with the following benefits: * Equity in the company in the form of stock options * Medical, Dental, and Vision premiums covered at 100% * Fully paid parental leave * Commuter benefits * 401k benefits * Monthly fitness stipend * A collaborative in-office environment with an open floor plan, fully stocked kitchen, and company-paid lunch * Fun company social events through our arenaflex and the City program * Unlimited vacation and paid holidays * We'll cover relocation packages and make the move exciting, not painful! **Job Compensation Range** The base salary for this role is $150,000 - $185,000. arenaflex offers a competitive total rewards package which includes base salary, equity, a comprehensive benefits & perks package, and bonus depending on the role. Exact compensation is determined based on a number of factors including experience, skill level, location, and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process. **Equal Employment Opportunity** arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. **Application Instructions** If you're passionate about customer success and growth, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. 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