Job Description
At arenaflex, we're revolutionizing the way communities come together to create a safer future. Our all-in-one technology solution combines the power of communities at scale to eliminate crime and keep neighborhoods safe. As a key member of our team, you'll play a critical role in driving customer success and partnership with our most influential customers. **About arenaflex** arenaflex is a pioneering technology company that's changing the face of public safety. Our holistic platform provides actionable evidence to solve, deter, and reduce crime across neighborhoods, schools, businesses, and entire cities. With a strong focus on community engagement and transparency, we're committed to creating a safer future for everyone. **The Opportunity** We're seeking an experienced Full Stack Customer Success Manager to lead our strategic account management efforts on the West Coast. As a key member of our Customer Success team, you'll be responsible for driving Net Revenue Retention, managing complex relationships, and expanding our presence in the market. This is a unique opportunity to join a fast-growing company that's making a real impact in the world. **Key Responsibilities** * Lead, coach, and develop a team of 5-6 Customer Success Managers responsible for arenaflex's largest and most strategic accounts * Drive Net Revenue Retention by instilling a proactive, strategic approach to adoption, stakeholder engagement, and expansion * Provide hands-on coaching for managing complex, multi-threaded relationships, including city leadership, law enforcement, and public safety decision-makers * Guide the team through intricate onboarding, renewal, and expansion processes, ensuring customer success and commercial outcomes are aligned * Establish and refine playbooks, systems, and scalable workflows that help the team consistently deliver high-impact results * Partner cross-functionally with Sales, Product, Support, and Deployment to ensure strategic alignment and a seamless customer experience * Track, analyze, and communicate key performance metrics to executive leadership; use data to identify opportunities and risks across the book of business * Set clear goals, expectations, and accountability measures for CSMs while fostering a culture of ownership, resilience, and continuous improvement * Represent the voice of strategic customers internally, offering insight into product needs, adoption barriers, and partnership opportunities **Essential Qualifications** * 5+ years of customer-facing leadership experience, with 3+ years directly managing Enterprise-level Customer Success teams in a fast-paced technology environment * Demonstrated success managing complex, strategic accounts with multi-stakeholder dynamics, long sales cycles, and intricate renewal paths * A strong coach with the ability to up-level experienced CSMs, offering actionable guidance on strategic planning, executive engagement, and renewal navigation * Deep understanding of Customer Success best practices, with a proven ability to design and operationalize strategic CS programs * Skilled communicator and relationship builder, both with your team and with senior executives at customer organizations * High emotional intelligence, with the ability to handle escalations diplomatically and maintain composure under pressure * Strong analytical skills - comfortable interpreting data to drive decisions and tell a performance story * Willingness to travel as needed to visit customers and support team development - up to 50% * Experience with Gainsight or other CS platforms preferred **Preferred Qualifications** * Experience working in the public safety or technology industry * Familiarity with arenaflex's products and services * Strong understanding of the West Coast market and customer landscape **What We Offer** * Competitive salary and equity package * Flexible PTO and 11 company holidays * Fully-paid health benefits plan for employees, including Medical, Dental, and Vision and an HSA match * Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time. * Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses. * Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs. * Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support * Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions. * ERGs: We want all employees to thrive and feel like they belong at arenaflex. We offer three ERGs today - Women of arenaflex, arenaflex Proud, and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know. * WFH Stipend: $150 per month to cover the costs of working from home. * Productivity Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more. * Home Office Stipend: A one-time $750 to help you create your dream office. **The Interview Process** We want our interview process to be a true reflection of our culture: transparent and collaborative. Throughout the interview process, your recruiter will guide you through the next steps and ensure you feel prepared every step of the way. * Our First Chat: During this first conversation, you'll meet with a recruiter to chat through your background, what you could bring to arenaflex, what you are looking for in your next role, and who we are. * The Hiring Manager Interview: You will meet with your potential future boss to really dive into the role, the team, expectations, and what success means at arenaflex. * The Technical Assessment: Our technical assessments seek to test the hard skills required to do the job. Engineers may find themselves in coding interviews or architecture discussions, sales roles may present mock discovery calls, and leadership roles may craft 90 day plans. * The Panel: Learn more about the team, responsibilities, and workflows. You should be prepared to speak about past projects, how you collaborate and communicate with others, and how you live our values. * The Executive Review: A chance to meet an executive and view arenaflex from a different lens. Be prepared to ask well-thought-out questions about the company, culture, and more. **Salary & Equity** In this role, you'll receive a starting salary between $172,000 base + $43,000 variable ($215,000 total compensation) as well as arenaflex Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in-depth with you during our first chat. **Why Join arenaflex?** At arenaflex, we're passionate about creating a safer future for everyone. We're a fast-growing company that's making a real impact in the world. Our team is dedicated, collaborative, and passionate about what we do. We offer a competitive salary and equity package, flexible PTO, and a range of benefits that support your physical, mental, and financial well-being. **How to Apply** If you're passionate about customer success and partnership, and you're looking for a challenging and rewarding role, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job