At arenaflex, we're on a mission to revolutionize the way technology leaders make informed decisions by harnessing the power of behavioral data. As a key member of our Customer Experience team, the Senior Customer Success Manager (CSM) on our EMEA team will play a pivotal role in building trusted and collaborative relationships with our most valuable customers. If you're a seasoned professional with a passion for delivering exceptional customer experiences, we want to hear from you.
**About arenaflex**
arenaflex is a leading provider of behavioral data and analytics solutions, empowering enterprises to get closer to their customers' true sentiment and intentions. Our patented technology transforms every digital visit into actionable data and insights, enabling businesses to create personalized experiences, drive conversion, loyalty, and revenue. With regional teams across North America, EMEA, and APAC, we're committed to building a better future for our customers and employees alike.
**The Role**
As a Senior Customer Success Manager on our EMEA team, you'll be responsible for building and nurturing relationships with our most strategic customers, ensuring they receive maximum value from their investment in our platform. You'll work closely with our Sales organization to drive retention and expansion, and collaborate with our Product and Marketing teams to influence platform feature decisions and positioning.
**Key Responsibilities**
* Ensure FullStory's most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes and documenting value & ROI delivered
* Create a strong partnership with your Sales counterparts to build and nurture relationships across your customer base that lead to retention and expansion
* Monitor overall customer usage data, health indicators, and renewal dates to prioritize your engagement. Take proactive ownership of at-risk customers, effectively leveraging and creating playbooks as powerful tools to drive desired outcomes
* Serve as a customer advocate to FullStory's internal teams, adeptly mobilizing internal resources across the business as needed to deliver on customer goals
* Represent FullStory as a leading domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities
**What We're Looking For**
* 4+ years of experience in Customer Success Management or a related field
* Ability to analyze information, make connections, demonstrate deep-level thinking, and deliver expert advice via business reviews and customer engagements
* Ability to collaborate with teams of all sizes while also being able to work independently as a self-starter
* Proven experience building relationships across complex enterprise environments, including effective communication at the C-suite level
* Excellent relationship-building skills, including the ability to grow and nurture relationships with internal stakeholders
**Impact You'll Have**
* Increased Value Realization across your book of business
* Renewals won in collaboration with your Account Executive
* Customer value stories shared internally
* Customer expansion opportunities shared with your Account Executive
**How We Support You**
At arenaflex, we're committed to building a better future for our customers and employees alike. We offer a range of benefits and perks to support your growth and well-being, including:
* Autonomy and flexibility: From a remote-first work environment and flexible paid time off, to an annual company-wide closure – Fullstorians can focus on the moments that matter
* Benefits: Take care of the whole you. arenaflex offers sponsored benefit packages for US-based Fullstorians, and supplemental coverage options for international Fullstorians
* Learning opportunities: We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy
* Productivity support: We provide all Fullstorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up
* Team events: Connect with fellow Fullstorians through Employee Resource Group events, Listening & Alignment weeks, and team off-sites
* Paid parental leave: Fullstorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances
* Grow your family: We offer a global fertility and family building benefit that encompasses all journeys to growing your family
* Bereavement leave: Every family is different; we leave it to you to define who your family is, and support you when you need it most
* Miscarriage/Pregnancy loss leave: Whether it is for a Fullstorian or their partner – take the time you need
**Join Our Team**
If our product, values, and community resonate with you, please apply. We're an equal opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There's no problem that can't be made better by bringing together people with a broader set of perspectives.
**Accommodations**
If you may require reasonable accommodations to participate in our job application or interview process, please contact [
[email protected]](mailto:
[email protected]). Requests for accommodations will be treated confidentially.
**Apply Now**
Ready to join our team and make a meaningful impact? Apply to this role today and take the first step towards a brighter future with arenaflex.