Experienced Customer Success Manager – State & Local Government and Law Enforcement

At arenaflex, we're revolutionizing the way our customers solve crimes and prevent financial fraud with our cutting-edge facial recognition technologies. As a leading provider of facial recognition solutions to US law enforcement, state, and federal agencies, we're seeking an exceptional Customer Success Manager to join our team. If you're passionate about technology, public safety, and delivering exceptional customer experiences, we want to hear from you.

About arenaflex

arenaflex is a high-octane, fast-growing startup that's changing the face of facial recognition technologies. Our mission is to empower our users with the responsible use of our facial recognition software, helping them to solve crimes and prevent financial fraud. With a strong focus on innovation, customer satisfaction, and public safety, we're committed to making a positive impact on our customers and the communities they serve.

Job Summary

As a Customer Success Manager – State & Local Government and Law Enforcement, you'll play a pivotal role in shaping the customer experience, driving adoption, and expanding arenaflex's footprint within enterprise organizations. You'll be responsible for managing a portfolio of enterprise customers, developing strong relationships with key stakeholders, and identifying growth opportunities to increase Net Revenue Retention. If you're a seasoned customer success professional with a passion for technology and public safety, we encourage you to apply.

Key Responsibilities

* Proactively manage a portfolio of enterprise customers from trial to implementation to ongoing delivery to expand the scope and scale of arenaflex adoption

• Develop and build strong relationships with key customer stakeholders and executive sponsors: steering committees, regular visits (virtual/in-person), reports, events
• Understand customers' needs and priorities to optimize the use of their platform
• Identify growth opportunities for up-sell and cross-sell within existing accounts
• Increase Net Revenue Retention through proactive and strategic engagement/expansion efforts
• Effectively communicate application features and product information for new releases and facilitate their adoption
• Be the voice of the customer and provide internal feedback on how arenaflex products can better serve our customers
• Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to drive better results
• Resolve billing and support inquiries in a timely and productive manner
• Coordinate small customer projects
• Assist in onboarding new team members
• Additional duties and responsibilities as reasonably required by the employee's supervisor or CEO
• Manage and optimize enterprise customer accounts, ensuring seamless onboarding, training, and ongoing support, with a focus on improving customer satisfaction and retention.
• Exercise discretion and independent judgment in developing and implementing strategies to address customer needs and challenges, working closely with cross-functional teams such as finance and marketing, to ensure successful customer outcomes.

Requirements

* 8+ years of enterprise software or SaaS customer success/account management with specific experience supporting the public sector (military/government/law enforcement/public safety)

• Experience providing product support at the user level
• Experience using CRM tools (ex: SFDC, Hubspot)
• Well-organized and excellent time management abilities
• Proven ability to collaborate and build strong relationships with customers
• Exceptional oral and written communication skills and attention to detail
• Passion for technology and public safety
• Bachelor's degree or equivalent experience
• Ability to travel within the United States

Benefits

* Medical, Dental, Vision, STD and LTD Plans

• FSA - Medical and Dependent Care
• EAP and wellness programs
• 13 Paid Holidays
• Unlimited PTO
• Flexible work environment - 100% remote
• 401(k) plan

Compensation

The expected annualized salary compensation for this position is between $80,000 - $90,000 with participation in our stock equity plan, and an annual at-target incentive bonus opportunity of at least 10% of salary at 100% achievement (actual achievement % will vary). This estimated salary represents the typical starting rate of candidates hired in a similar role. Factors that may be used to determine your actual salary include relevant experience, skills, and your remote work location.

Why Join arenaflex?

At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. We believe in the importance of work-life balance, and we offer a flexible work environment that allows you to work from anywhere. We're passionate about innovation, customer satisfaction, and public safety, and we're looking for like-minded individuals to join our team. If you're a customer success professional with a passion for technology and public safety, we encourage you to apply.

How to Apply

If you're a motivated and experienced customer success professional with a passion for technology and public safety, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply for this job