Customer Success Manager

The Customer Success Manager (CSM) role at Arena is a remote position that requires an experienced individual to provide exceptional service to enterprise accounts. The CSM will be responsible for building and maintaining strong relationships with clients, acting as their primary contact and ensuring their success with Arena's marketing technology and customer engagement tools. This role involves conducting business reviews, collaborating with sales teams, and providing insights to customers to help grow the customer base. The ideal candidate should have 3-4 years of customer-facing experience in SaaS, excellent communication skills, and a strong understanding of marketing technology and customer engagement.

• Build and maintain strong, long-lasting relationships with enterprise clients
• Act as the primary contact for assigned clients, addressing their needs and inquiries
• Understand customer outcomes and gather feedback
• Implement and manage onboarding processes, training, and client retention strategies
• Conduct regular business reviews and present progress and projections to senior executives
• Collaborate with sales teams to ensure growth attainment
• Escalate and resolve areas of concern raised by clients
• Liaise with product and development teams to track feature requests and product improvements
• Provide insights to customers to help grow the customer base
• Represent the voice of the customer in core product, marketing, and sales processes

• 3-4 years of experience in a customer-facing role in SaaS, preferably in marketing technology and customer engagement.
• Proven success managing enterprise-level accounts, building and maintaining relationships with key stakeholders.
• Excellent communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.
• Strong organizational skills and excellent attention to detail.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Experience in managing projects and onboarding processes.
• Proven ability to drive continuous value of our product(s).
• Familiarity with customer success tools/software is a plus.
• Solid understanding of the publishing, advertising, and media landscape.

• Health insurance coverage
• Generous vacation and paid time off policy
• Opportunities for professional development and growth
• Work remotely and visit the HQ in San Francisco, California
• Competitive salary package and benefits
• Company equity
• 4 weeks of paid time-off
• A generous Learning and Development budget
• Ability to put your stamp on an innovative product
• Fast-learning environment, entrepreneurial and strong team spirit
• Multiple nationalities: cosmopolite and multi-cultural mindset
• Work-life balance is important at Arena