Job Description
Join arenaflex, a leading global technology company, as we ignite business growth by connecting people, data, and applications – quickly, securely, and effortlessly. As a Customer Success Advocate Senior, you will play a critical role in driving revenue retention and growth for our Inside and Mid-Market customer base. If you're a seasoned professional with a passion for delivering exceptional customer experiences, we want to hear from you. **About arenaflex** arenaflex connects the world by providing innovative solutions that empower businesses to thrive in a rapidly changing digital landscape. Our culture is built on the principles of teamwork, trust, and transparency, and we're committed to creating a workplace where our employees can grow, learn, and succeed. As a member of our team, you'll have the flexibility to thrive and deliver lasting impact in a dynamic and supportive environment. **The Role** As a Customer Success Advocate Senior, you will be responsible for driving revenue retention and growth for our Inside and Mid-Market customer base. You will act as a subject matter expert on specific topics or processes, providing insight and review for team members, and participating in regional and all-hands discussions with leadership. You will also participate in an active mentorship program, either on your own team or peer team, to support the growth and development of new hires and select Customer Success Advocates. **Key Responsibilities** • **Subject Matter Expertise**: Act as a subject matter expert on specific topics or processes, providing insight and review for team members, and participating in regional and all-hands discussions with leadership. • **Mentor/Training/Coaching Expectations**: Participate in an active mentorship program, either on your own team or peer team, to support the growth and development of new hires and select Customer Success Advocates. • **Project Based Activity**: Engage in ad-hoc projects as required to showcase analytical and problem-solving skills, and provide valuable feedback to the CS ecosystem or leadership. • **Account Based Activity**: Lead CS engagement on high-interaction accounts, requiring daily intervention, meetings, customer, and sales-facing requests. • **Handles Complex Renewal and Upgrade/Up-sell Opportunities**: Manage highly complex renewal and upgrade/up-sell opportunities with little to no input or assistance from management or peers. • **Escalation Management**: Manage escalation of individual base of accounts or team when additional assistance is required. • **Timely Manage Activity Parameters**: Manage all activity parameters (i.e., Gainsight) to ensure Customer Success objectives are clearly met, and utilize health indicators to proactively address relevant issues with customers. • **Complex Account Base Mix**: Manage a complex account base mix, including accounts that require higher touch/complexity level (i.e., accounts billing >10K). • **Implement Customer Success Plans**: Implement Customer Success Plans and identify and qualify opportunities for expansion with partnership with Sales as necessary. • **Implement Revenue Retention and Growth Strategies**: Implement revenue retention and growth strategies and execute repeatable, consistent renewal and MAC methodology, month over month. • **Manage Risk to Customer's Success**: Manage risk to Customer's success by identifying root causes and protecting revenue by churn and disconnect mitigation, timely rerate/renewal of expired contracts, and billing credit mitigation. **What We Look For in a Candidate** • **5+ years of customer success or account management experience** • **Experience managing Inside and/or Mid-Market accounts** • **Ability to manage accounts end-to-end without intervention from Sales counterparts (i.e., CS Only accounts)** • **Ability to meet stated targets (Retention, MRR, Write-down, Gainsight activity) consistently** • **Ability to manage a robust funnel of Retention, Product Migration, and MAC opportunities; as well as keeping funnel managed and cultivated month over month** • **Education:** Bachelor's degree in related field (Marketing, Sales, Business Admin, Communications, Telecom, etc.) or commensurate experience **Compensation and Benefits** arenaflex offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits, and other perks that enhance your physical, mental, emotional, and financial wellbeing. Our compensation package includes a competitive salary range, with minimums and maximums varying based on location. We also offer a bonus structure, including short-term incentives, long-term incentives, and sales compensation. **Location-Based Pay Ranges** • **$62,843 - $83,790** in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY. • **$65,993 - $87,980** in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. • **$69,132 - $92,169** in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA. **What to Expect Next** If you're a motivated and experienced professional looking to join a dynamic and supportive team, we encourage you to apply for this exciting opportunity. Please submit your application through the link below. Apply Job! **Equal Employment Opportunities** arenaflex is an equal employment opportunity employer and is committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments, or training. **Disclaimer** The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Please be advised that arenaflex does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at arenaflex, they are not for employment with us, but may relate to another company with a similar name. Apply for this job