Experienced Enterprise Customer Success Manager – Strategic SaaS Account Growth & Enterprise Relationship Leadership for Global Communications Platform

About arenaflex

arenaflex is the leading SaaS platform purpose-built for public relations and communications professionals who shape the narratives of the world's most influential organizations. Our mission is to enable brands, agencies, and institutions to build enduring trust, tell compelling stories, and demonstrate the measurable business value of earned media. Our Public Relations Management (PRM) platform empowers organizations to cultivate meaningful relationships with journalists, navigate crisis communication with confidence, and prove the tangible impact of PR on business outcomes.

As a founder-controlled, fully distributed, and sustainably growing company, arenaflex has earned recognition for our unparalleled culture and category-defining product from respected organizations including Inc., Quartz, G2, and BuiltIn. We live by four core values: resilience in the face of challenges, transparency in everything we communicate, ownership of our work and its outcomes, and unwavering customer devotion. These principles guide every decision we make, every product we build, and every relationship we foster.

When you join arenaflex, you become part of a team that serves more than 3,000 organizations globally, including Fortune 500 enterprises, leading universities, humanitarian nonprofits, and top-tier agencies. We are seeking an experienced and customer-obsessed Enterprise Customer Success Manager to join our team and make a meaningful impact on the success of our largest and most strategic customers.

The Opportunity

As an Enterprise Customer Success Manager at arenaflex, you will be the driving force behind the growth, retention, and long-term success of our enterprise and mid-market customer segment. You will be empowered to work in a dynamic, fast-paced environment with some of the most recognized brands in the world, including Fortune 100 telecommunications leaders, prestigious academic institutions, global humanitarian organizations, and premier fitness and lifestyle brands. If helping customers unlock the full potential of arenaflex to achieve their strategic communication goals feels like a natural calling, this role is designed for you.

Key Responsibilities

• Strategic Account Ownership: Serve as the primary trusted advisor and point of contact for a portfolio of enterprise and mid-size brands and agencies, managing a book of business valued between $1.7 million and $2.0 million in total customer contract value.
• Daily Customer Engagement: Deliver five or more high-impact customer interactions per day, including strategic product consultations, industry best practice sharing, tailored recommendations, and comprehensive account walkthroughs that highlight usage wins and uncover new opportunities.
• Full Lifecycle Management: Oversee the entire customer journey from initial onboarding through renewal, ensuring customers derive measurable value at every stage of their partnership with arenaflex.
• Voice of the Customer: Capture, synthesize, and deliver actionable customer feedback and insights to internal stakeholders, directly influencing our product roadmap and strategic priorities.
• Contract Execution: Prepare, review, and execute contractual paperwork with precision and attention to detail, ensuring seamless and compliant business transactions.
• Leadership Development: Mentor junior Customer Success Managers, providing guidance, coaching, and support to help them develop into future leaders within the organization.
• Stakeholder Mapping and Outreach: Proactively source new contacts and decision makers as organizational structures evolve, leveraging tools such as LinkedIn Sales Navigator and ZoomInfo to maintain and expand customer relationships.
• Negotiation and Relationship Building: Negotiate agreements and contract terms that foster long-lasting, growing partnerships built on mutual success and shared value.
• Industry Immersion: Deepen your expertise in the public relations and communications industry, building a robust network of communications professionals who view you as a knowledgeable and valuable resource.

How Success Will Be Measured

• Customer Health Scores (SuccessScores): Maintain and improve the health of your customer portfolio through proactive engagement, value delivery, and satisfaction measurement.
• Quarterly Net and Gross Revenue Goals: Consistently achieve and exceed quarterly targets for net revenue retention and gross revenue contribution through renewals, upsells, and account expansion.

What We Are Looking For

If the following qualifications describe you, you could be an outstanding fit for this role at arenaflex:

Essential Qualifications

• SaaS Account Management Experience: A minimum of two to three years of experience working in SaaS account management or in a blended Customer Success Manager role, with demonstrated success driving upsells and renewals at the enterprise level.
• CRM Proficiency: Hands-on experience managing customers in a CRM platform or similar customer management software, with the ability to leverage data and insights to drive decisions.
• Executive Presence: Comfort and confidence leading meetings and presenting to large groups, including C-Suite executives and senior decision makers.
• Relationship Building Expertise: A natural relationship builder who is personable, patient, and dependable. You genuinely enjoy working with customers, and they consistently express how much they enjoy working with you.
• Strategic Proactivity: Proactive in helping customers with long-term planning, deriving genuine satisfaction from ensuring that customer needs are anticipated, met, and exceeded.
• Team Development Passion: Passionate about professional development and committed to helping internal team members grow and progress in their careers.
• Technical Adaptability: Familiar with the modern productivity tools we rely on, including Dropbox, HelloSign, Google Workspace, HubSpot or Salesforce, and Slack, with the ability to quickly learn and master new technologies.

Preferred Qualifications

• Industry Knowledge: Direct experience in public relations, journalism, or a strong understanding of these industries and the unique challenges communications professionals face.
• Enterprise Account Expertise: Prior experience managing complex, multi-stakeholder enterprise accounts with significant contract values and long sales cycles.

The Interview Process

Below you will find an outline of the interview plan for this role. Please note that this reflects our expected process, though we may request supplemental information or require an additional step before making a final hiring decision.

• A 30-minute introductory conversation with a member of our Talent Team
• A one-hour Zoom interview with the hiring manager
• A skills assessment designed to evaluate your strategic thinking and customer success capabilities (approximately two hours maximum)
• Peer interviews with several members of the Customer Success and broader team
• Final conversation(s) with executive team member(s)

Compensation

In the United States, the base salary for this role is $85,000, with on-target earnings of $110,000 or more. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level rather than specific location. For candidates based in other countries, we offer competitive pay bands aligned with local market standards.

Individual compensation decisions are based on a number of factors, including experience level, skill set, and balancing internal equity relative to peers at arenaflex. We expect the majority of candidates who are offered roles at our company to fall healthily throughout the range based on these considerations. We recognize that the person we hire may be more junior or more senior than what this job description outlines. If that is the case, the updated salary range will be communicated transparently during the candidate process.

Why arenaflex?

Joining arenaflex means becoming part of a company that genuinely invests in its people and their success. Here is what you can expect:

Remote Work, Forever

We are a fully distributed team and have pledged to remain that way indefinitely. We provide employees with a comprehensive home office setup, monthly phone and internet reimbursement, and a monthly coworking membership. We build culture through virtual and in-person team bonding opportunities, including team lunches, friendly competitions, and celebratory events that bring us together regardless of geography.

Transparent Compensation

We offer competitive geo-neutral pay in the U.S. and review compensation at least once annually to ensure internal equity and alignment with the external market. Depending on the role, we offer either a standardized bonus program or an attainable commission structure, along with the opportunity to earn equity in the company. All employees are eligible for our 401(k) plan with employer contributions.

Health and Wellness

arenaflex provides comprehensive health, dental, vision, disability, and life insurance for employees and their families. We offer a high-deductible health plan with 100% premium coverage for individuals, as well as a range of other plan options. Our team also has access to 24/7 Virtual Care, an Employee Assistance Program, employer-funded HSA contributions, and other pre-tax benefits. Team members enjoy a quarterly wellness stipend and a complimentary Headspace subscription to support mental well-being.

PTO and Family Benefits

Our team enjoys four or more weeks of off-the-grid PTO, plus paid sick and mental health days, summer Fridays, and thirteen paid holidays. To combat Zoom fatigue and allow for deep, focused work, we have implemented "No Internal Meeting Fridays" year-round. We also provide up to sixteen weeks of fully paid parental leave to support growing families.

Personal and Professional Development

We grow talent by creating clear internal pathways for advancement and promotion. arenaflex conducts bi-annual performance reviews, hosts team-wide workshops, and offers management training and leadership development opportunities. We provide unlimited subscriptions to leading learning and development platforms, including Coursera and O'Reilly, as well as two additional days of PTO dedicated specifically to learning and development.

Culture of Inclusion

We know that diverse perspectives breed innovation and help us better serve our customers. We are committed to ensuring that employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably. This commitment is foundational to who we are and how we operate.

Customer-First Mindset

Founder-controlled means we have the freedom to be nimble, highly collaborative, and innovative, building forward-thinking products that enable thousands of organizations around the world to build trust, tell their stories, and demonstrate the unique value of earned media.

Important Notes for Candidates

Benefits outlined above are specific to US-based employees. In some, but not all, cases, we are able to offer equivalent benefits to employees located outside of the United States.

While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email. While we enjoy many benefits as a permanently distributed and remote company, we cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence.

Take the Next Step

If you are excited about the opportunity to join arenaflex but your experience does not align perfectly with every requirement outlined above, we encourage you to apply anyway. We are committed to building a diverse and inclusive workplace, and we want to hear from you. You may be an exceptional fit for this role or for another position on our growing team.

We deliberately encourage individuals from all backgrounds, including all races, gender identities, sexual orientations, and disability statuses, to apply for open positions. We are an equal opportunity employer committed to a fair, consistent, and transparent interview process and candidate experience.

Join arenaflex and become the strategic partner our enterprise customers rely on to achieve their most ambitious communications goals. Apply today and help us shape the future of public relations management.