Job Description
At arenaflex, we're revolutionizing the way people learn and grow. Our learning commerce platform unites community, courses, and content with commerce, empowering experts and teams to create transformative learning experiences that drive revenue growth. We're a team of 275+ passionate Thinkers who support customers worldwide while working collaboratively to learn, grow, and succeed together. Join us to be part of building one of the best workplaces in Canadian tech! **About the Role:** We're seeking an experienced Vice President of Customer Success to lead our customer success strategy, drive retention and expansion, and deliver exceptional customer experiences at scale. As a strategic leader, you'll oversee all post-sales functions, including Customer Success Management (CSM), Technical Solutions Engineering, and Launch Services across our Plus (enterprise) and Self-Serve business. This role combines customer strategy with hands-on leadership to drive retention, upsell, and long-term customer value. **Key Responsibilities:** * Define and execute a scalable customer success strategy aligned with $100M+ revenue objectives. * Own customer health metrics (e.g., NRR, churn, commerce adoption, expansion revenue, CSAT, NPS) and implement programs to improve them. * Partner cross-functionally with Sales, Product, GTM Operations, and Support to ensure seamless customer engagement and a "zero handoffs" approach to successfully onboarding, launching, and servicing customers. * Guide the continued evolution of how we approach CS for customers, including the level of service and support we provide, frameworks for success (e.g., QBRs ROI Scorecards), and the consultative guidance offered to grow our customers' commerce revenue and payments adoption. * Lead in how we use AI tools to deliver more value in less time, and more – to ensure we continually up our game and out compete on quality of service. * Lead and scale a high-performing Customer Success team (CSMs, launch specialists, and solutions engineers). **Retention & Expansion Revenue:** * Set and meet Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) goals. * Drive customer adoption and value realization to reduce churn and increase renewals. * Create and oversee upsell and cross-sell strategies, including designing the account segmentation strategy, developing expansion playbooks, guiding all CS enablement and training, and leading execution. **Launch & Implementation Services:** * Oversee onboarding processes, ensuring time-to-value and implementation KPIs are met. * Support our technical launch services, ensuring we take a Commerce-first approach to launching our customers. * Design delivery methodologies for complex or high-touch implementations, working closely with your team, Support and R&D to continually improve these processes. **Technical Solutions & Success Operations:** * Lead the Solutions Engineering team to provide technical guidance pre- and post-sale, including around our Commerce offerings. * Develop success plans, data-driven health score models, and feedback loops (including prioritized quarterly product requests based on revenue potential) for Product. * Work with GTM Operations to manage Customer Success Operations tools and processes, including the use of our CRM, CS software, and reporting dashboards. **Required Skills & Qualifications:** * 12+ years in Customer Success, Account Management, or Professional Services, with at least 7 years in a leadership role at a software company. Experience in a Commerce business is highly desirable. * Proven track record managing $50M+ ARR customer portfolios in a B2B SaaS environment. * Experience with both mid-market and enterprise clients and technical onboarding/implementation cycles. * Familiarity with subscription metrics, revenue forecasting, and revenue accountability. * Exceptional team leadership and communication skills, with the ability to influence and inspire cross-functional teams. **Leadership & Operational Skills:** * Ability to lead and inspire cross-functional teams across geographies. * Strong strategic thinker with hands-on execution skills. * Expertise in CS platforms (Gainsight, Totango, Salesforce) and customer analytics. * Exceptional communication and executive engagement skills. **Success Traits:** * Customer-obsessed mindset with a bias for action and problem-solving. * Data-driven with strong financial acumen and comfort working with KPIs. * A collaborative leader who thrives in a scale-up or growth-stage environment. * Passion for creating exceptional customer experiences and outcomes. **What We Offer:** * Competitive compensation package including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan. * Flexible Paid Time Off to maintain mental and physical health. * Comprehensive benefits starting on Day 1, including health, vision, and dental coverage for you and your family, $3,000 for mental health care, a short-term health plan, and an additional health or personal spending account. * Flexible Work options, including working from home, our Vancouver HQ, a co-working space, or anywhere there's wifi for a change of scenery. * Learning & Growth opportunities, including an annual $1500 USD Learn and Grow fund for conferences, seminars, or courses, plus training, mentorship, coaching, and internal promotion opportunities. * A home office setup, including a company-owned Macbook Pro and a budget to order a desk, chair, or any accessories to help you work comfortably and productively. * A place where you can bring your whole self to work, with a welcoming and inclusive culture that values diversity, equity, inclusion, and belonging. **Diversity, Equity, Inclusion and Belonging & Accessibility:** At arenaflex, we believe in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every facet of our business. We welcome applicants of all backgrounds, experiences, beliefs, identities, and statuses. Whoever you are, we can't wait to meet you! **What You Can Expect:** * An amazing team of talented, passionate, and kind Thinkers who are passionate about creating transformative learning experiences. * The chance to build, improve, and innovate on a platform that's driving positive impact for thousands of businesses and millions of students around the world. * A collaborative and inclusive work environment that values diversity, equity, inclusion, and belonging. * Opportunities for growth and development, including training, mentorship, coaching, and internal promotion opportunities. * A competitive compensation package and comprehensive benefits that support your physical and mental well-being. If you're a customer-obsessed leader with a passion for creating exceptional experiences, we want to hear from you! Apply now to join our team and be part of building one of the best workplaces in Canadian tech! Apply for this job