Why arenaflex?
At arenaflex we are redefining the digital‑marketing technology landscape with a next‑generation platform that empowers marketers worldwide to discover insights, optimize campaigns, and outpace the competition. Our global footprint, relentless innovation mindset, and commitment to employee growth make us a magnet for talent who crave purpose and impact. When you join arenaflex, you become part of a community where “new stars are born every day,” and where your contributions directly shape the success of thousands of customers across the mid‑market segment.
Role Overview – Team Lead, Mid‑Market Customer Success
We are searching for a charismatic, data‑driven leader to head our Mid‑Market Customer Success team. In this senior role, you will inspire a group of Customer Success Managers (CSMs) to maximize Net Revenue Retention (NRR), expand Total Contract Value (TCV), and extend customer lifecycles. You’ll be the strategic bridge between our customers and internal stakeholders, ensuring that every interaction reinforces the arenaflex value proposition and creates lifelong advocates.
Key Responsibilities
- Team Leadership & Development: Coach, mentor, and energize CSMs on renewal pipeline management, objection handling, assumptive closing techniques, and relationship‑building best practices.
- Recruiting & Onboarding: Partner with HR to attract top talent, design a seamless onboarding experience, and accelerate new hires to full productivity.
- Performance Management: Track team metrics (NRR, TCV growth, renewal rates), conduct regular one‑on‑ones, and deliver actionable feedback that drives continuous improvement.
- Renewal & Retention Strategy: Own the repeatable renewal process, enforce disciplined pipeline hygiene, and ensure the team exceeds quarterly renewal targets.
- Culture Creation: Collaborate with the Customer Success Director to build a performance‑driven yet enjoyable work environment, leveraging dashboards, scorecards, and recognition programs.
- Cross‑Functional Collaboration: Align closely with Sales, Product, and Marketing to surface customer insights, co‑create expansion opportunities, and synchronize go‑to‑market initiatives.
- Escalation Management: Serve as the primary point of escalation for critical customer issues, orchestrating rapid resolution and maintaining high satisfaction scores.
- Reporting & Insight Delivery: Translate daily, weekly, and monthly performance trends into executive‑level presentations that inform strategic decisions.
Essential Qualifications
- 5+ years of experience in Customer Success, Account Management, or a related client‑facing role, with at least 2 years leading a team of 5‑15 professionals.
- Proven track record of driving NRR above 110% and expanding TCV in a SaaS or technology‑centric environment.
- Strong analytical mindset; ability to interpret data, build forecasts, and turn insights into actionable plans.
- Exceptional communication skills—comfortable presenting to C‑level stakeholders, senior leadership, and diverse internal teams.
- Hands‑on experience with CRM and CS platforms (e.g., Salesforce, Gainsight, Totango) and comfort with data visualization tools.
- Demonstrated ability to recruit, onboard, and develop high‑performing talent.
- Bachelor’s degree in Business, Marketing, or a related field; MBA or advanced degree is a plus.
Preferred Qualifications
- Experience in the digital‑marketing technology sector or a closely related industry.
- Familiarity with subscription‑based pricing models and revenue recognition principles.
- History of collaborating with product teams to influence roadmap decisions based on customer feedback.
- Certification in Customer Success Management (e.g., SuccessHACKER, Gainsight).
- Multilingual abilities or prior experience with globally distributed customer bases.
Core Skills & Competencies
- Leadership Acumen: Ability to inspire, motivate, and hold a team accountable while fostering a supportive culture.
- Strategic Thinking: Visionary approach to building renewal pipelines and identifying expansion opportunities.
- Problem Solving: Quick, decisive action on escalations with a focus on long‑term customer health.
- Data Literacy: Comfort working with KPIs, building reports, and using metrics to drive performance.
- Collaboration: Strong partnership skills with Sales, Product, Marketing, and Finance.
- Customer Empathy: Deep understanding of mid‑market customer challenges and the ability to tailor solutions accordingly.
Career Growth & Learning Opportunities
At arenaflex, your professional development is a top priority. As Team Lead, you will gain exposure to senior leadership, participate in strategic planning sessions, and have a direct impact on the company’s revenue engine. We offer:
- Mentorship programs with executive sponsors.
- Access to industry conferences, workshops, and certification reimbursements.
- Internal mobility pathways—potential progression to Director of Customer Success, VP of Customer Experience, or other leadership roles.
- Regular “learning days” focused on emerging technologies, data analytics, and leadership best practices.
Work Environment & Culture at arenaflex
arenaflex champions a high‑performance, inclusive culture where autonomy and accountability coexist with collaboration and fun. Our offices—located in dynamic tech hubs—feature open workspaces, quiet focus zones, and wellness areas. Remote and hybrid options are available, reflecting our belief that great talent thrives anywhere.
Key cultural pillars include:
- Customer‑First Mindset: Every decision is filtered through the lens of delivering unmatched value to our customers.
- Innovation & Experimentation: We encourage bold ideas, rapid prototyping, and learning from both successes and failures.
- Recognition & Celebration: Regular shout‑outs, performance awards, and team‑building events keep morale high.
- Diversity, Equity & Inclusion: A commitment to building a workforce that reflects the global markets we serve.
Compensation, Perks & Benefits
We offer a competitive total rewards package designed to attract and retain top talent:
- Base salary aligned with market benchmarks for senior customer‑success leaders.
- Performance‑based bonuses tied to NRR, TCV growth, and team milestones.
- Equity participation in arenaflex—share in our long‑term success.
- Comprehensive health, dental, and vision plans.
- Generous paid time off, parental leave, and sabbatical options.
- Retirement savings plans with company matching.
- Wellness stipend, fitness‑class reimbursements, and mental‑health resources.
- Professional development budget for courses, certifications, and conferences.
How to Apply
If you are ready to lead a high‑impact team, shape the future of mid‑market customer success, and grow alongside a fast‑moving SaaS pioneer, we want to hear from you. Submit your resume, cover letter, and any relevant work samples through our careers portal.
Apply Now at arenaflex
Join the arenaflex Journey
At arenaflex, you won’t just fill a role—you’ll become a catalyst for enduring customer relationships and revenue growth. Together, we’ll turn every mid‑market customer into a lifelong partner and propel our platform to new heights. Take the next step in your career and help us shape the digital‑marketing future.