Senior Customer Success Manager Strategic Account Growth & Client Retention

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About arenaflex

arenaflex is redefining the future of talent management by marrying cuttingedge technology with evidencebased psychology. Our flagship products, arenaflex Select and arenaflex Develop, empower organizations to predict, nurture, and retain the people who drive their success. With a global footprint and a culture that prizes scientific rigor, innovation, and human connection, we are on a mission to make every workplace a place where people thrive.

At arenaflex, we believe that the best talent solutions are built on a foundation of data, empathy, and continuous learning. Our team is made up of passionate professionals who are not only experts in HR technology but also committed to advancing the science of people analytics. We celebrate diversity, champion worklife balance, and invest heavily in the growth of our peopleso you can grow your career while making a real impact on the world of work.

Why This Role Matters

As a Senior Customer Success Manager at arenaflex, you will be the linchpin between our customers and our product teams. You will own a portfolio of highvalue accounts, ensuring they not only stay satisfied but also unlock new opportunities for growth. Your strategic guidance will help clients realize the full ROI of arenaflexs solutions, while your commercial acumen will drive renewals, expansions, and crosssell initiatives. In short, you will be a trusted advisor, a revenue catalyst, and a champion for our customers success.

Key Responsibilities

Drive Revenue Growth and Retention

Identify and pursue upsell and crosssell opportunities within existing accounts, consistently exceeding quarterly and annual revenue targets.

Conduct strategic business reviews that align arenaflexs solutions with clients evolving talent goals.

Develop and execute account plans that outline growth pathways, risk mitigation, and value realization.

Customer Engagement & Advocacy

Serve as the primary point of contact for senior HR, recruiting, and L&D leaders, building deep, trustbased relationships.

Act as the voice of the customer within arenaflex, translating feedback into product enhancements and service improvements.

Facilitate smooth handoffs between Sales, Onboarding, and Customer Success teams to ensure a seamless customer journey.

Renewal & Expansion Cycle Management

Own the endtoend renewal process, from early risk identification to final contract signoff.

Leverage customer health dashboards and usage analytics to proactively address churn risks.

Negotiate contract terms that balance client value with arenaflexs profitability goals.

Product & Market Expertise

Maintain deep knowledge of arenaflexs product suite, industry trends, and competitive landscape.

Educate customers on new features, integrations, and best practices to maximize adoption.

Collaborate with Product Management to prioritize customerdriven roadmap items.

Team Leadership & Mentorship

Coach and mentor junior Customer Success Managers, fostering a culture of continuous improvement.

Share insights and best practices across the Customer Success organization.

Essential Qualifications

5+ years of experience in B2B SaaS Customer Success or Account Management, preferably within HR technology (Recruiting, HCM, LMS, etc.).

Proven track record of managing a portfolio of accounts, securing renewals, and driving revenue growth through upsell and crosssell.

Strong sales acumen with exceptional communication, negotiation, and relationshipbuilding skills.

Analytical mindset: ability to use data to uncover insights, guide conversations, and influence decisionmaking.

Proactive, collaborative, and adaptable in a fastpaced, remotefirst environment.

Preferred Qualifications

Experience in a highgrowth SaaS company with a focus on enterprise accounts.

Background in IndustrialOrganizational Psychology or related fields.

Track record of leading customer success initiatives that directly impacted company revenue.

Experience coaching or mentoring junior team members.

Fluency in multiple languages is a plus.

Skills & Competencies

Strategic thinking and business acumen.

Customercentric mindset with a passion for delivering measurable value. .