Senior Customer Success Manager – Enterprise SaaS Data Management (Remote/Hybrid) – Drive Adoption, Retention & Expansion for arenaflex

About arenaflex – Pioneering the Data‑Enabled Future

arenaflex exists to empower the possibilities of a data‑enabled future. In a world where data drives decisions, fuels innovation, and creates competitive advantage, trusted data management is no longer optional—it’s essential. As a top‑tier Microsoft partner specializing in Master Data Management (MDM), arenaflex helps organizations across industries turn fragmented data into a single source of truth, enabling smarter, faster, and more confident business outcomes.

Why This Role Matters

Our customers rely on arenaflex’s MDM platform to unlock value from their most critical data assets. As a Customer Success Manager, you will be the champion who ensures that every client maximizes platform adoption, achieves measurable business results, and becomes an enthusiastic advocate for arenaflex. Your work directly influences retention, expansion, and the overall reputation of arenaflex in the market.

Role Overview

Reporting to the Vice President of Customer Success, you will manage a portfolio of 50‑60 enterprise software accounts spanning multiple industries and deployment models (SaaS, PaaS, IaaS, on‑premise). You will collaborate closely with arenaflex’s value‑added reseller (VAR) partners, internal product, support, and professional services teams to guide customers through their data journey—from initial onboarding to advanced expansion.

Key Responsibilities

1. Platform Adoption & Value Realization

• Partner with cross‑functional teams and VARs to ensure new and existing customers leverage the arenaflex MDM platform to deliver tangible business value such as increased revenue, reduced cost, or mitigated risk.
• Act as the customer advocate during day‑1 onboarding, overseeing project planning, kickoff, requirements gathering, implementation, and go‑live milestones. While not directly delivering these tasks, you will monitor progress, flag risks, and keep leadership informed.
• For established accounts, continuously assess platform utilization, identify optimization opportunities, and coordinate support, professional services, and partner resources to drive deeper adoption.

2. Retention, Renewals & Risk Management

• Achieve a quarterly gross retention rate of ≥ 95% of annual recurring revenue (ARR) by ensuring customers realize measurable outcomes.
• Serve as the “quarterback” for critical escalations, assembling the right internal and partner resources to diagnose issues, develop mitigation plans, and execute resolutions swiftly.
• Proactively identify at‑risk accounts through rigorous health‑check reviews, then collaborate with product, support, and VAR teams to remediate challenges before they impact renewal decisions.

3. Customer Satisfaction & Advocacy

• Deliver a seamless, value‑focused experience that turns customers into enthusiastic promoters of arenaflex.
• Become a trusted advisor, guiding stakeholders toward business outcomes that matter, while leveraging the collective expertise of arenaflex’s internal teams and VAR ecosystem.
• Enable key stakeholders and executive sponsors to become “Data Heroes” within their organizations by aligning arenaflex capabilities with their strategic objectives.

4. Expansion & Growth Opportunities

• Identify additional use cases and expansion opportunities that drive platform growth or conversion to SaaS licensing.
• Leverage industry‑specific knowledge and documented case studies to articulate new value propositions to existing customers.
• Partner with arenaflex thought leaders and executives to craft strategic engagement plans for high‑potential or high‑risk accounts, securing executive buy‑in and aligning arenaflex solutions with customer roadmaps.

Performance Milestones

First 30 Days – Foundations

• Deep‑dive into arenaflex’s MDM solution, value proposition, and account segmentation model (Strategic, Develop, Sustain).
• Review at least ten existing customer case studies and attend six live customer demos.
• Map out the current adoption status, implementation timelines, and key stakeholders for each account in your territory.
• Develop a prioritized engagement plan based on segment, renewal timeline, and adoption health.

First 90 Days – Execution

• Activate the engagement plan, reaching 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts.
• Establish regular cadence calls with customers, document platform utilization, and surface expansion opportunities.
• Coordinate with arenaflex’s Presales, Value Consulting, Product, Support, and Strategy teams to deliver integrated solutions that meet customer objectives.
• Begin managing adoption for net‑new accounts, ensuring implementation milestones are met and go‑live is successful.

Essential Qualifications

• Minimum 5 years of customer success experience with enterprise‑level SaaS or on‑premise software, preferably in the data‑management or broader IT sector.
• Proven track record of managing 20‑75 high‑touch accounts, driving adoption, and achieving high retention (≥ 90% renewal rates).
• Demonstrated ability to coordinate cross‑functional teams, manage complex escalations, and deliver results in fast‑paced environments.
• Solid understanding of modern enterprise IT ecosystems, including cloud (SaaS, PaaS, IaaS) and on‑premise architectures.
• Strong communication, presentation, and executive‑level influencing skills.

Preferred Qualifications & Skills

• Experience with Master Data Management (MDM) or related data‑governance solutions.
• Background in consulting or professional services, with the ability to translate technical capabilities into business outcomes.
• Familiarity with CRM platforms (e.g., Salesforce) for tracking customer health and engagement activities.
• Analytical mindset—comfortable reviewing usage metrics, ROI calculations, and building business cases for expansion.
• Passion for continuous learning and a growth mindset aligned with arenaflex’s core values.

Core Competencies

• Execution Excellence: Ability to plan, organize, and follow through on multi‑layered initiatives, ensuring flawless delivery and timely escalation when needed.
• Strategic Thinking: Insight into how data management drives business performance across industries, enabling you to recommend strategic use cases.
• Collaboration & Influence: Skilled at building relationships across internal teams, VAR partners, and customer stakeholders to align resources and achieve shared goals.
• Customer‑Centric Mindset: Empathy, humility, and a genuine desire to help customers succeed, fostering long‑term partnerships.
• Resilience & Tenacity: Ability to navigate obstacles, maintain composure under pressure, and keep the customer journey moving forward.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Customer Success Manager you will have access to:

• Mentorship from senior leaders, including the VP of Customer Success and executive sponsors.
• Continuous training on the latest data‑management technologies, cloud platforms, and customer success methodologies.
• Opportunities to lead cross‑functional initiatives, influence product roadmap, and shape arenaflex’s go‑to‑market strategy.
• Clear career pathways toward Senior Customer Success Manager, Customer Success Director, or Product Strategy roles.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base Salary & Performance Bonus: Market‑aligned base compensation with quarterly performance incentives tied to retention, adoption, and expansion metrics.
• Equity Participation: Opportunity to earn stock options, aligning your success with arenaflex’s growth.
• Health & Wellness: 100% employer‑paid medical, dental, and vision coverage for employees; competitive family plans; life insurance; and wellness days to recharge.
• Retirement Savings: 401(k) plan with company match to help you build long‑term financial security.
• Flexible Work Model: Remote‑first or hybrid options (Atlanta, GA hub) with generous PTO, paid holidays, and a supportive work‑life balance.
• Learning Stipends & Certifications: Budget for courses, conferences, and industry certifications.
• Employee Resource Groups & Inclusive Culture: arenaflex celebrates diversity and provides forums for community building and personal growth.

Our Culture & Core Values

At arenaflex, we believe that a thriving culture fuels extraordinary performance. Our core values guide everything we do:

• Growth Mindset: We embrace continuous learning, view challenges as opportunities, and encourage experimentation.
• Constructive Candor: Open, honest communication is the foundation of collaboration and innovation.
• Helpful: Success is shared; we win together by supporting one another.
• Get Stuff Done: Grit, creativity, and resilience drive us to deliver results, no matter the obstacles.
• Fun is Where Fun is Made: We celebrate the journey, fostering a workplace where laughter and camaraderie thrive.

Why Join arenaflex?

If you are passionate about data, love solving complex business problems, and thrive in a collaborative, high‑impact environment, arenaflex is the place to accelerate your career. You will work alongside a talented team of “arenaflex team members” who are dedicated to helping each other grow, innovate, and have fun while delivering world‑class solutions to our customers.

Equal Opportunity Employer

arenaflex is committed to creating an inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. If you require a reasonable accommodation to apply, please contact Jayson Cabrera at [email protected] or call 1‑800‑555‑1234.

Ready to Make an Impact?

Take the next step in your career and help customers become data heroes. Apply Now and join arenaflex’s mission to shape the data‑enabled future.