Job Description
At arenaflex, our mission is to secure the internet and protect consumer data. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. arenaflex has a kind and talented team, and while some have prior security experience, many have been successful at arenaflex without it. **Join the arenaflex Team:** As arenaflex's Upmarket Customer Success Manager, you will play a pivotal role in guiding some of our largest customers through their security and compliance journeys with arenaflex's specialized solutions. By combining your customer-centric approach with expertise in arenaflex's products and security best practices, you contribute to the overall success and satisfaction of arenaflex's customers in achieving robust security and compliance outcomes. arenaflex's success over the last year was exponential, and we are now working to solve the problem of how to provide world-class customer experience to as many security-minded software companies as possible. As arenaflex's Upmarket Customer Success Manager, you will be the voice of arenaflex, responsible for helping keep our customers moving toward their goals and ultimately successful and happy. **This Role is Based in Our London Office:** This role is based in our London office, with an expectation to be in-office at least 3 days per week. arenaflex offers flexibility around working hours and the opportunity to collaborate with global teammates. **Key Responsibilities:** As an Upmarket Customer Success Manager at arenaflex, you will be responsible for: * Leading all post-sales activities for arenaflex's Upmarket customers by guiding them through onboarding, implementation, product adoption, value-driven renewals, and identifying upsells. * Partnering with Account Managers to drive renewal and expansion opportunities within your book of business. * Becoming a product expert on arenaflex and how our platform can be used to improve security posture through our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP, and Custom Frameworks), Trust Reports, and Risk Management solution. * Guiding implementation, configuration, and optimization of arenaflex Trust Management Platform. * Providing professional advice on security best practices and compliance standards. * Collaborating with customers to optimize security programs and identify areas of improvement. * Developing a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors that may lead to renewals, expansion, and advocacy. * Working cross-functionally to resolve customer business issues and work toward mutual goals. **What Success Looks Like:** As an Upmarket Customer Success Manager at arenaflex, success will be measured by: * Retaining and growing your book of business, hitting GDR (Gross Dollar Retention) and CHS (Customer Health Score) targets. * Driving adoption of core and new platform capabilities, leading to stronger customer maturity and satisfaction. * Elevating customer feedback, especially regional needs (e.g., GDPR tooling or auditor support), to influence arenaflex's roadmap. * Ensuring customers have a clear path to compliance, continuously improving their security posture with confidence. * Becoming a trusted expert, not just in our product, but in the compliance landscape for EMEA-based companies. **What We’re Looking For:** We're looking for a highly skilled and experienced Customer Success Manager who: * Has 6+ years of Customer Success experience in a fast-paced B2B SaaS environment, preferably with security or compliance exposure. * Is fluent in both French and English, with exceptional verbal and written communication in both. * Has experience working with mid-market and Enterprise customers, ideally across multiple European countries or markets. * Has strong experience partnering with C-level stakeholders and guiding them through strategic outcomes. * Is highly organized and proactive, able to navigate ambiguity and operate with ownership in a high-growth environment. * Is technically curious, capable of understanding platform mechanics and communicating effectively with security-minded customers. * Is empathetic and customer-obsessed, with a proven track record of driving value and retention. * Has stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-up. * Is comfortable using tools like Salesforce, Catalyst, Zoom, and Slack. **What You Can Expect as an arenaflex Team Member:** As an arenaflex team member, you can expect: * Industry-competitive salary and equity. * 100% covered medical, dental, and vision benefits with dependents coverage. * 16 weeks paid parental leave for all new parents (birthing, non-birthing, and adoptive). * Health & wellness stipend. * Remote workspace stipend. * Commuter benefits for team members who attend the office. * Pension matching. * 25 days of PTO per year and unlimited sick time. * 8 company-paid holidays. * Virtual team building activities, lunch and learns, and other company-wide events! **About arenaflex:** We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. arenaflex was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA, and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged. Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on arenaflex to build, maintain, and demonstrate their trust— all in a way that's real-time and transparent. **Join the arenaflex Team Today:** If you're passionate about security and customer success, and you're looking for a challenging and rewarding role, we encourage you to apply to this exciting opportunity. Apply for this job