At arenaflex, we're on a mission to revolutionize the way companies manage their specifications, and we're looking for a seasoned Customer Success Manager to join our team. As a Customer Success Manager, you'll be the primary relationship manager for our customers, working closely with them to ensure their long-term success, reduce churn, and identify growth opportunities. If you're passionate about delivering exceptional customer outcomes and confident in managing both technical and strategic conversations, we want to hear from you.
**About arenaflex**
arenaflex is the first purpose-built, patented platform for Specification Management. Our platform helps companies digitize, map, and take action across their supply chain to reduce costs, increase profitability, and drive sustainability. We serve customers across various industries, including packaging, food and beverage, consumer packaged goods, pharmaceutical, retail, industrials, and more. Recognized as a leader in Specification Management, arenaflex has been named to the Deloitte Fast Technology 500 list in 2024, one of Fast Company's Most Innovative Companies for 2023, and has received numerous awards for our innovative approach to Specification Management.
**About the Role**
As a Customer Success Manager at arenaflex, you'll be responsible for driving customer success, reducing churn, and identifying growth opportunities. Your key responsibilities will include:
### Customer Advocacy & Relationship Management
* Act as the primary point of contact post-implementation, continuing to create champion relationships with key stakeholders and driving business value from implementation to renewal
* Engage with customer Champion and primary users, and then facilitate Sales Rep & Leadership engagement with Economic Buyer as needed
* Serve as a trusted advisor, aligning platform usage to customers' strategic goals
* Lead proactive outreach and cadence calls to monitor satisfaction and adoption
* Execute robust, data-rich Quarterly Business Reviews
* Execute timely weekly and/or monthly customer check-ins
### Customer Adoption & Engagement
* Monitor customer login and usage metrics and own Customer Health Score to identify any downward trends or gaps that may require additional attention at any point during the customer journey
* Drive usage of arenaflex features, ensuring customers get the most value
* Ability to demonstrate any/all aspects of the standard arenaflex platform when needed by your AM partner or your customer to answer questions
* Analyze customer usage metrics and health scores to identify risks or expansion opportunities
### Cross-Functional Collaboration
* Provide guidance on customer issues, difficulties, or needs - routing to Customer Support, Sales, or Leadership when applicable
* Your key business partner within arenaflex will be the Account Manager, who will be responsible for managing a set of arenaflex customer's business relationships
* Provide customer feedback to influence product roadmap decisions
### Expansion & Retention
* Lead, manage, and execute renewal and software expansion strategies across your portfolio, partnering with Account Executive, Account Managers, Professional Services, and Sales Operations
* Identify and support upsell and cross-sell opportunities (e.g., new departments, use cases, modules, or services)
* Support contract renewal planning and customer lifecycle management
* Define and execute data-focused plays that align with customer goals and KPIs
**About You**
We're looking for a seasoned Customer Success Manager with:
* 5+ years of customer-facing SaaS experience in Customer Success, Account Management, or related roles
* You are well-versed in product capabilities and how they align to business value
* Experience in manufacturing, consumer goods, packaging, or supply chain preferred
* Strong customer advocacy mindset and ability to navigate complex organizations
* Excellent communication, relationship-building, and presentation skills
* Problem-solving mindset with the ability to manage technical and strategic conversations
* Experience with Salesforce and other customer success tools
* BA/BS degree required
**Your Typical Day**
As a Customer Success Manager at arenaflex, your typical day might include:
* Meeting with key project owners at our key accounts
* Performing KYC activities
* Being the driving force behind several concurrent implementations
* Leading Specification Management consulting and best practices sessions
* Defining and documenting adoption and expansion strategies for your customer portfolio
* Providing input to the arenaflex product roadmap based on feedback from customers
* Interaction with just about all teams at arenaflex - sales, ENG, marketing, product, data
* Updating Salesforce Customer Success data for reporting, dashboards, and arenaflex leadership on a regular cadence
* Travel to customer premises required from time to time
**Compensation**
We offer a competitive salary commensurate with experience, equity participation, and a full benefits package that includes health, life, dental, 401k, and more.
**Location**
This role is based in Chicago, IL, with occasional travel to customer premises required.
**How to Apply**
If you're passionate about delivering exceptional customer outcomes and confident in managing both technical and strategic conversations, we want to hear from you. Apply now to join our team as a Customer Success Manager and drive long-term success for arenaflex customers.