Senior Mid-Market Customer Success Manager Accelerating Adoption, Retention

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About Arenaflex

Arenaflex is redefining how teams collaborate in a world where work is increasingly distributed, dynamic, and datadriven. Our platform unifies documents, notes, projects, calendars, and email into a single, AIpowered workspace that adapts to the way people actually work. From small startups to Fortune 500 enterprises, millions of users trust Arenaflex to streamline their workflows, boost productivity, and drive measurable business outcomes. Were on a mission to make powerful collaboration tools accessible to everyone, everywhere, and were looking for passionate, customercentric leaders to help us grow our community and shape the future of work.

About the Role

As a MidMarket Customer Success Manager at Arenaflex, you will be the trusted advisor for a portfolio of highgrowth midmarket accounts. You will own the entire customer journeyfrom onboarding and adoption to renewal and expansionensuring that each client realizes maximum value from our platform. Your insights will directly influence product development, customer experience initiatives, and the overall success strategy for Arenaflex. This is a unique opportunity to join a fastmoving, foundational team that is building the next generation of customer success at a company that is already reshaping the collaboration landscape.

Key Responsibilities

Own the Customer Lifecycle: Drive onboarding, adoption, utilization, and growth for each account, ensuring a seamless transition from sales to longterm success.

Proactive Success Planning: Identify customers who are underutilizing the platform and develop tailored action plans to unlock additional value.

Collaborate with Sales: Partner with the Account Management team on marquee midmarket accounts to expand use cases, deepen relationships, and create stickier customers.

Product Evangelism: Master Arenaflexs product suite inside and out, translating features into tangible business outcomes for clients.

Renewal & Expansion Champion: Work closely with Sales to secure successful renewals and identify upsell opportunities that align with customer goals.

Program Innovation: Design, iterate, and scale customer success programs that reduce churn, increase adoption, and drive revenue growth.

Insight & Advocacy: Capture and share key findings, customer pain points, and success stories with product, marketing, and leadership teams.

CrossFunctional Leadership: Lead crossfunctional initiatives, collaborating with Product, Engineering, Marketing, and Support to solve complex customer challenges.

What Youll Achieve

Consistently exceed adoption and renewal metrics across your portfolio.

Build a reputation as the goto expert for Arenaflexs midmarket customers.

Drive measurable expansion revenue, contributing directly to Arenaflexs growth targets.

Influence product roadmap decisions through customercentric insights.

Mentor junior team members and help shape the future of Arenaflexs customer success organization.

Essential Qualifications

5+ years of experience in Customer Success, Account Management, or a related role, preferably within SaaS or enterprise software.

Proven track record of driving adoption, retention, and expansion in a midmarket or enterprise environment.

Strong analytical mindset with the ability to interpret usage data, identify trends, and recommend actionable strategies.

Exceptional communication skillsboth written and verbalacross all levels of an organization.

Experience building and refining customer success playbooks, processes, and best practices.

Comfort navigating ambiguity and thriving in a fastpaced, highgrowth startup culture.

Demonstrated ability to work crossfunctionally and influence stakeholders without direct authority.

Preferred Qualifications

First or earlystage hire experience at a highgrowth startup.

Technical background or strong technical aptitude, enabling deep dives into product integrations and workflows.

Handson experience using Arenaflex or a similar allinone collaboration platform.

Experience with datadriven customer success tools (e.g., Gainsight, Totango, or similar).

Background in consulting or professional services, providing a consultative approach to customer success.

Skills & Competencies

CustomerCentric Mindset: Passion for solving customer problems and delivering measurable value.

Strategic Thinking: Ability to see the big picture while managing daytoday execution.

Project Management: Strong organizational skills and the ability to juggle multiple priorities simultaneously.

Data Literacy: Comfortable working with metrics, dashboards, and data to drive decisions.

Influence & Negotiation: Skilled at building consensus and negotiating outcomes that benefit both the customer and Arenaflex.

Adaptability: Thrive in a constantly evolving environment and pivot quickly when priorities shift.

Career Growth & Learning

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