This role can be performed remotely from anywhere within the United States, with the expectation of travel to customer sites as needed and Spanish fluency required.
Are you ready to step into a pivotal role where you can directly influence how the world's most innovative companies transform their digital experiences? At arenaflex, we're seeking a Principal Customer Success Manager to lead our Strategic team and become a trusted advisor for our most valuable enterprise customers.
This is more than a traditional customer success role—it’s an opportunity to serve as a strategic consultant, product champion, and growth driver for organizations that rely on arenaflex's behavioral data platform to understand and optimize their digital interactions. You'll work with Fortune 500 and Global 2000 companies, helping them unlock maximum value from their investment in our suite of products while driving retention, expansion, and meaningful business outcomes.
If you're passionate about building relationships, solving complex business challenges, and making a tangible impact through technology, we invite you to explore this opportunity and discover how you can shape the future of digital experience at arenaflex.
As a Principal Customer Success Manager on our Strategic team, you will be the cornerstone of customer excellence for our highest-value accounts. Your mission is to ensure that every strategic customer achieves their intended business outcomes while growing their investment in arenaflex.
Oversee the end-to-end customer experience for a carefully curated portfolio of 10-20 enterprise-level, high-value accounts, with clear goals around retention, satisfaction, and sustainable growth.
Develop deep, trusted advisor relationships with executive stakeholders, including C-suite leaders, VP-level decision-makers, and key operational contacts within each account.
Serve as the primary point of contact for escalations, strategic questions, and complex issue resolution, ensuring no customer concern goes unaddressed.
Ensure arenaflex's most strategic customers receive maximum value from their platform investment by driving adoption of key features that directly support their business objectives.
Document and quantify the value and ROI delivered to customers through detailed value assessments, case studies, and success metrics.
Create tailored success plans for each account, outlining milestones, adoption strategies, and measurable outcomes aligned with customer goals.
Identify and remove roadblocks that prevent customers from fully leveraging arenaflex's capabilities, acting as a bridge between customer needs and internal resources.
Forecast, identify risk, and maintain a strong customer renewal rate while simultaneously driving expansion revenue within your book of business.
Partner closely with the Account Executive team to align on growth strategies, pricing discussions, and contract renewals.
Proactively identify opportunities for new products and services within your existing accounts, connecting customers with arenaflex's broader solution portfolio.
Meet or exceed targets for net revenue retention, gross revenue retention, and expansion bookings.
Create and deliver compelling Executive Business Reviews (EBRs) that showcase value delivered, outline strategic recommendations, and align stakeholders on future priorities.
Present strategic consultations and high-impact presentations to executive audiences, translating technical capabilities into business outcomes.
Align customers on growth opportunities, risk mitigation strategies, and overall business vision to support optimal adoption of the arenaflex platform.
Lead Quarterly Business Reviews (QBRs) that reinforce partnership strength and set the stage for continued success.
Partner with multiple internal cross-functional teams, including Sales, Marketing, Product, and Executive Leadership, to develop and execute success plans that drive customer outcomes.
Collaborate with arenaflex's Product team to advocate for customer feature priorities and influence the product roadmap based on market demands.
Work closely with Marketing to develop customer success stories, case studies, and references that showcase the value arenaflex delivers.
Participate in internal strategic initiatives to improve customer success processes, tools, and methodologies.
Represent arenaflex as a leading domain and product expert in customer interactions, industry conferences, corporate events, and online communities.
Contribute to the creation of customer-facing content, including white papers, webinars, blog posts, and best practice guides.
Serve as a subject matter expert in behavioral analytics, digital experience optimization, and customer journey mapping.
Mentor and coach other Customer Success team members to elevate overall team performance.
Leverage AI tools (e.g., Gemini, AgentSpace, or AI features in other SaaS platforms) that enhance your work quality and help you be more efficient in driving customer impact.
Identify and implement innovative approaches to customer engagement, value delivery, and operational excellence.
Continuously optimize your workflows and processes to maximize productivity and customer satisfaction.
We’re seeking a proven customer success leader who thrives in a dynamic, fast-paced environment and is passionate about driving exceptional outcomes for both customers and the business.
6+ years of experience in Customer Success Management or a related field such as account management, strategic consulting, or client services.
Proven track record managing a minimum of $4-6M ARR, working with large Fortune 500 or Global 2000 sized customers with complex organizational structures.
Demonstrated ability to measurably impact customer results through creative problem-solving, strategic consulting, and change management initiatives.
Experience with SaaS platforms is highly desirable, though not required—transferable skills from similar technology or consulting backgrounds are welcome.
Exceptionally strong communication and relationship-building skills, with the ability to multithread across stakeholders at all levels, including C-suite executives.
Ability to deliver compelling, executive-level presentations that drive action and alignment.
Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness and propose effective solutions.
Native or business-level Spanish written and speaking proficiency required—this role demands fluent communication in Spanish to serve our Spanish-speaking customer base effectively.
Portuguese language proficiency is a strong plus, expanding your ability to serve our Latin American customer base.
Experience in behavioral analytics, digital experience optimization, or customer data platforms.
Background in working with enterprise-level accounts in technology, e-commerce, or financial services industries.
Knowledge of success planning methodologies and customer health scoring frameworks.
Familiarity with CRM systems (Salesforce, HubSpot) and customer success platforms (Gainsight, ChurnZero, Totango).
Beyond your experience and qualifications, we’re looking for someone who embodies the following competencies:
Strategic Thinking: Ability to see the big picture and align customer goals with arenaflex's capabilities and roadmap.
Executive Presence: Comfort and credibility when presenting to senior leaders and navigating complex organizational dynamics.
Results Orientation: A data-driven mindset with a focus on measurable outcomes and continuous improvement.
Adaptability: Thrives in a rapidly evolving environment and remains agile when priorities shift.
Collaboration: Natural inclination to work cross-functionally and build consensus among diverse stakeholders.
Empathy: Genuine curiosity about customer challenges and a desire to understand their business from the inside out.
We believe in recognizing talent and rewarding impact. The base salary for this position ranges from $110,000 – $130,000 USD. This base salary contributes to an OTE (on-target earnings) of $157,143 – $185,714 USD. Total compensation will vary based on relevant experience, qualifications, and market conditions.
At arenaflex, we offer a comprehensive benefits package designed to support your whole well-being:
Competitive Compensation: Base salary plus performance-based incentives and equity opportunities.
Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your family, including mental health support and wellness programs.
Paid Time Off: Flexible paid time off, company-wide closures, and generous holiday observances so you can recharge and be present for what matters.
Parental Leave: Paid parental leave for all new parents, with flexibility to balance family needs without added stress.
Family Building: Global fertility and family building benefits encompassing all journeys to growing your family.
Grief Support: Bereavement leave and miscarriage/pregnancy loss leave to support you through life's most difficult moments.
Professional Development: Access to training programs, career coaching sessions, and an annual learning subsidy to support your growth.
Remote-First Culture: Work from anywhere in the US with a remote-first philosophy, monthly productivity stipend, and reimbursement for home office setup.
Team Connection: Regular team off-sites, annual company-wide meetups, and opportunities to connect with colleagues in person.
Joining arenaflex as a Principal Customer Success Manager opens doors to significant career advancement. As you excel in this role, you'll have opportunities to:
Expand your book of business and take on larger, more strategic accounts.
Transition into leadership roles within the Customer Success organization, such as managing a team of CSMs or leading a regional customer success function.
Specialize in areas like enterprise strategy, customer experience consulting, or customer success operations.
Influence product direction by working closely with arenaflex's Product team and shaping the future of our platform.
Develop expertise in AI and emerging technologies that are transforming the customer success landscape.
We invest in your growth through mentorship, professional development resources, and exposure to cross-functional projects that broaden your skill set and perspective.
arenaflex is more than a company—we're a community of builders, dreamers, and problem-solvers committed to transforming how businesses understand and improve digital experiences. Our technology empowers companies to uncover insights, optimize customer and employee journeys, and deliver exceptional online interactions.
We’re building something special, and we’re looking for teammates who are curious, collaborative, and driven to make an impact. Our culture is grounded in our Winning Ways—the values that guide how we work and grow together:
Curiosity Over Comfort: We ask questions, challenge assumptions, and embrace learning over the safety of staying the same.
Better Together: We believe the best solutions come from diverse perspectives and inclusive collaboration.
Impact-First: We focus on outcomes over activity, prioritizing work that creates meaningful value for our customers and each other.
Own It: We take responsibility, act with integrity, and deliver on our commitments.
Embrace the Future: We’re excited about the potential of AI and emerging technologies to enhance efficiency, spark creativity, and elevate our work.
As a remote-first company, arenaflex gives you the autonomy to work in the way that works best for you, while fostering connection through virtual collaboration, team events, and annual gatherings. We believe that flexibility and structure can coexist, and we’re committed to creating an environment where you can bring your full self to work.
If our product, values, and community resonate with you, we’d love to hear from you. arenaflex is proud to be 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.
Apply today and become part of a team that’s transforming the way businesses understand digital experiences.
Note: This role requires Spanish fluency and the ability to travel to customer sites as needed. The position is remote-first within the United States.