Experienced Enterprise Customer Success Manager – Public Relations and Communications Professional Development and Growth Expert

Introduction to arenaflex

arenaflex is the leading SaaS platform for public relations and communications professionals, dedicated to enabling organizations to build trust, tell their stories, and demonstrate the unique value of earned media. Our Public Relations Management (PRM) platform empowers organizations to build relationships with the media, manage crisis risk, and demonstrate PR's impact on business outcomes. As a founder-controlled, fully distributed, and sustainably growing company, we have received numerous awards for our exceptional culture and product from renowned organizations like Inc., Quartz, G2, and BuiltIn.

Our Values and Culture

At arenaflex, we value resilience, transparency, ownership, and customer devotion, infusing these principles into every aspect of our work. We are committed to creating a culture of inclusion, where diverse perspectives are valued, and all employees feel their identities are respected and treated equitably. Our customer-first approach allows us to be nimble, highly collaborative, and innovative, building forward-thinking products that enable 3,000+ companies worldwide to achieve their goals.

Job Overview

We are seeking an experienced and customer-focused Enterprise Customer Success Manager to join our team and make a significant impact. As an Enterprise Customer Success Manager at arenaflex, you will be responsible for ensuring the growth and renewal of our enterprise segment customers. You will work closely with our largest customers, including companies like Verizon, Lehigh University, International Rescue Committee, and Life Time Fitness, to deliver exceptional customer experiences and drive long-term success.

Key Responsibilities

• Serve as the primary contact for enterprise and midsize brands or agencies to retain and grow a book of business ranging from $1.7 - $2.0 million in customer contract value
• Deliver 5+ calls with customers per day to provide product expertise, share industry best practices and strategic recommendations, and lead account walkthroughs to highlight usage wins and opportunities
• Oversee the customer lifecycle from initial sale to renewal to ensure the customer is deriving value at every stage
• Manage customer feedback and deliver insights to internal stakeholders that will influence our product roadmap
• Prepare, review, and execute contractual paperwork
• Mentor junior Customer Success Managers to gain leadership skills
• Experience with and ability to source new contacts as our original decision makers change within a company (salesnav, discover.org)
• Negotiate agreements to ensure long-lasting and growing relationships with our customers
• Immerse yourself in the public relations industry and build a strong network of communications professionals

Success Metrics

Success in this role will be measured by:

• Customer Health (SuccessScores)
• Quarterly Net and Gross revenue goals

Requirements and Qualifications

To be a great fit for this role, you should have:

• 2-3 years of experience working in SaaS account management or in a blended Customer Success role, with experience in upsells and renewals at the enterprise level
• Experience in PR or journalism or an understanding of these industries strongly preferred
• Experience managing customers in a CRM or similar software
• Comfortable leading meetings and presenting to large groups, potentially including C-Suite executives
• Natural relationship builder who is personable, patient, and dependable - you enjoy working with customers, and they enjoy working with you
• Proactive in helping customers with long-term planning - you derive satisfaction from ensuring customer needs are met
• Passionate about professional development and helping internal team members grow and progress in their careers
• Familiar with the tools we use, including Dropbox, HelloSign, Google Apps, Hubspot (or Salesforce), and Slack, and you learn how to use new tools quickly

Career Growth and Development

At arenaflex, we are committed to helping our employees grow and develop in their careers. We offer:

• Bi-annual performance reviews
• Team-wide workshops
• Management training and leadership training opportunities
• Unlimited subscriptions to L&D platforms including Coursera & O'Reilly
• 2 additional days of PTO to dedicate to learning and development

Work Environment and Company Culture

As a fully distributed team, we offer a range of benefits to support our employees' well-being and productivity, including:

• Remote work options
• Full home office setup
• Phone & internet reimbursement
• Monthly coworking membership
• Virtual and in-person team bonding opportunities
• Transparent compensation and geo-neutral pay
• Comprehensive health, dental, vision, disability, and life insurance
• 401(k) plan with employer contributions
• PTO and family benefits, including 4+ weeks of off-the-grid PTO, paid sick/mental health days, summer Fridays, and 13 paid holidays

Compensation and Benefits

The base salary for this role is $85,000 with on-target earnings of $110,000+. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.

How to Apply

If you are excited about this opportunity and believe you have the skills and experience to succeed as an Enterprise Customer Success Manager at arenaflex, please don't hesitate to apply. We are committed to building a diverse and inclusive workplace and encourage individuals from all backgrounds to apply.

Interview Process

The interview process for this role will include:

• 30-minute interview with a member of our Talent Team
• 1-hour Zoom interview with the hiring manager
• Skills assessment (2 hours max)
• Peer interviews with several team members
• Final call(s) with executive team member(s)

Conclusion

Join arenaflex as an Enterprise Customer Success Manager and be part of a dynamic team that is shaping the future of public relations and communications. With our commitment to customer success, employee growth, and diversity, we offer a unique and rewarding work environment that will challenge and inspire you. Apply now to take the first step in your journey with arenaflex!