Experienced Customer Success Manager for Mid-Market Segment – Public Relations and Communications Industry Expertise

Introduction to arenaflex

arenaflex is the leading SaaS platform for public relations and communications professionals, empowering organizations to build trust, tell their stories, and demonstrate the unique value of earned media. Our Public Relations Management (PRM) platform enables 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. At arenaflex, we value resilience, transparency, ownership, and customer devotion, infusing these values into every aspect of our work.

About the Role

We are seeking an experienced and customer-focused Customer Success Manager to join our Mid-Market team. As a Customer Success Manager, you will be responsible for driving customer growth and retention, working closely with our sales, customer support, customer onboarding, and product teams. You will serve as a primary contact for a portion of our mid-market segment, retaining and growing a book of business ranging from $1.5 - $1.7 million in annual contract value. If you are excited about working in a fast-paced environment with a diverse range of agency and brand accounts, including companies like Duolingo, Daily Harvest, CASETiFY, The Motley Fool, and Rare Beauty, we encourage you to apply.

Key Responsibilities

• Serve as a primary contact for a portion of our mid-market segment to retain and grow a book of business ranging from $1.5 - $1.7 million in annual contract value
• Achieve retention and account growth goals (for accounts with ARR ranging from $10,000 - $50,000+)
• Demo arenaflex at meetings, on phone calls, and at events
• 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
• Source new contacts as our original decision makers change within a company and communicate our value proposition
• 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

How Success Will Be Measured

Success in this role will be measured by quarterly Net and Gross revenue retention goals, as well as Customer Health and Engagement (Health Score). We are looking for a highly motivated and results-driven individual who is passionate about delivering exceptional customer experiences and driving business growth.

Essential and Preferred Qualifications

To be considered for this role, you should have:

• 1-3 years of experience working in SaaS account management or in a blended Customer Success role, with a focus on upsells and renewals
• 2-5 years of client-facing experience in PR, marketing, or advertising, with experience carrying a quota or managing a book of business
• Natural relationship-building skills, with a personable, patient, and dependable approach
• Excellent communication skills, both written and verbal, with the ability to draft emails, jump on phone calls, and lead meetings/present to large groups
• Proactive approach to helping customers with long-term planning, with a solutions-oriented problem-solving mindset
• Familiarity with tools such as Salesforce, Google Apps, Gong, and Slack, with the ability to learn new tools quickly
• Experience or strong interest in PR or journalism, or an understanding of these industries, is helpful but not required

Skills and Competencies

To succeed in this role, you should possess:

• Strong customer-focused mindset, with a passion for delivering exceptional customer experiences
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Proactive and solutions-oriented approach to problem-solving, with a strong ability to think critically and outside the box
• Ability to work in a fast-paced environment, with a strong sense of urgency and attention to detail
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to helping our employees grow and develop in their careers. We offer bi-annual performance reviews, team-wide workshops, and management training and leadership training opportunities. We also provide unlimited subscriptions to L&D platforms, including Coursera and O'Reilly, as well as 2 additional days of PTO to dedicate to learning and development. Our goal is to create a culture of continuous learning and growth, where our employees can thrive and reach their full potential.

Work Environment and Company Culture

arenaflex is a fully distributed team, with a strong culture of remote work and collaboration. We offer a full home office setup, phone and internet reimbursement, and a monthly coworking membership. We build culture through virtual and in-person team bonding opportunities, including team lunches, friendly competitions, and celebratory events. Our company values include resilience, transparency, ownership, and customer devotion, and we strive to infuse these values into every aspect of our work.

Compensation, Perks, and Benefits

The base salary for this role is $70,000, with $90,000+ in OTE. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. We also offer a range of benefits, including comprehensive health, dental, vision, disability, and life insurance, as well as a 401(k) plan with employer contributions. Our team enjoys 4+ weeks of off-the-grid PTO, plus paid sick/mental health days, summer Fridays, and 13 paid holidays. We also provide up to 16 weeks of fully paid parental leave and a quarterly wellness stipend.

Conclusion

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply for this role. At arenaflex, we are committed to building a diverse and inclusive workplace, and we welcome applications from individuals of all backgrounds and perspectives. Don't miss this opportunity to join our team and contribute to the success of our customers and our company.

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