**Experienced Director of Customer Success – EdTech SaaS Environment**

At arenaflex, we're revolutionizing the way educators and students interact with AI-powered learning platforms. As a Director of Customer Success, you'll play a pivotal role in driving retention, expansion, and customer satisfaction within our fast-growing EdTech SaaS environment. If you're a seasoned leader with a passion for delivering exceptional customer experiences, we want to hear from you. **About arenaflex** arenaflex is a cutting-edge EdTech company that's changing the face of education. Our innovative AI platform empowers teachers to create personalized learning experiences that cater to the unique needs of their students. With over 4 million teachers from around the world using our platform, we're committed to making a meaningful impact on education. Join our mission to transform the way we learn and teach. **Role Description** As a Director of Customer Success at arenaflex, you'll be responsible for leading a high-performing team of customer success managers. Your primary focus will be on driving customer satisfaction, retention, and expansion through data-informed decision-making, strategic planning, and exceptional leadership. You'll work closely with our sales, product, and other departments to ensure seamless customer journeys and strategic alignment across teams. **Responsibilities** * **Run the Business:** Own customer success metrics and dashboards in Salesforce to drive data-informed decision-making. Develop and maintain a robust customer success strategy that aligns with arenaflex's business goals. * **Manage the Team:** Conduct 1:1s, team meetings, and performance reviews while holding individuals accountable to key expectations. Foster a high-performing team culture that encourages collaboration, innovation, and continuous learning. * **Cross-Functional Leadership:** Work closely with sales, product, and other departments to ensure a seamless customer journey and strategic alignment across teams. Develop and maintain strong relationships with key stakeholders to drive business growth. * **Talent Development & Hiring:** Recruit, onboard, and develop top talent while quickly addressing underperformance to maintain a high-caliber team. Develop and implement effective training programs to enhance the skills and knowledge of customer success managers. * **Invest in Self-Growth:** Continuously develop leadership skills, address personal growth areas, and stay ahead of industry trends in customer success. Stay up-to-date with the latest best practices and technologies in customer success. **Qualifications/Competencies/Skills** * **Data-Driven Leadership:** Ability to build, interpret, and leverage Salesforce dashboards to drive business decisions and team performance. * **People & Performance Management:** Strong track record of setting clear expectations, holding teams accountable, and motivating high performers. * **Cross-Functional Collaboration:** Proven ability to coordinate across customer success managers and sales leadership to align customer success with business goals. * **Hiring & Talent Development:** Experience in identifying, hiring, and retaining top talent while addressing performance issues quickly and effectively. * **Strategic Thinking & Execution:** Ability to implement scalable customer success playbooks and frameworks based on prior SaaS experience. **Experience** * 10+ years in customer success within a tech SaaS environment. * 5+ years of experience managing CS teams (including hiring and performance management). * Strong Salesforce experience, particularly in dashboard management. * Demonstrated ability to run customer success operations at scale. **Nice to Have** * Experience in EdTech or working with education institutions. * Prior experience transitioning from managing ICs to managing managers. * Familiarity with customer success platforms (Gainsight, ChurnZero, Totango, etc.). **Notice: Priority Deadline and Review Start Date** Please note that applications for this position will be accepted until 2/21 - applications received after this date will be reviewed on an intermittent basis. While we encourage early submissions, all applications received by the priority deadline will receive equal consideration. **Our Benefits** We're proud to offer generous benefits, including: * Unlimited PTO * 100% employer-covered health insurance * A wellness stipend * A 401(k) match * Vision/dental insurance **Our Values** At arenaflex, we're guided by a set of core values that shape our culture and decision-making: * **Educators are Magic:** Educators are the most important ingredient in the educational process - they are the magic, not the AI. Trust them, empower them, and put them at the center of leading change in service of students and families. * **Joy and Magic:** Bring joy and magic into every learning experience - push the boundaries of what’s possible with AI. * **Community:** Foster community that supports one another during a time of rapid technological change. Listen to them and serve their needs. * **Innovation:** The education system is outdated and in need of innovation and change - AI is an opportunity to bring equity, access, and serve the individual needs of students better than we ever have before. * **Responsibility:** Put responsibility and safety at the forefront of the technological change that AI is bringing to education. * **Diversity:** Diversity of thought, perspectives, and backgrounds helps us serve the wide audience of educators and students around the world. * **Excellence:** Educators and students deserve the best - and we strive for the highest quality in everything we do. If you're a seasoned leader with a passion for delivering exceptional customer experiences, we want to hear from you. Apply now to join our team and help shape the future of education. Apply for this job