About arenaflex – Transforming Social Care Through Technology
arenaflex is on a mission to reimagine how individuals and communities connect with essential social care resources. Since our founding in 2010, we have built a nation‑wide platform that aggregates over half a million local, state, and national programs—covering everything from food security and housing to employment and health services. Our proprietary technology empowers healthcare systems, government agencies, educational institutions, and nonprofit organizations to identify, refer, and track support services with unparalleled speed, privacy, and security.
Headquartered in Austin, Texas, arenaflex serves every ZIP code in the United States, from remote rural towns to bustling metropolitan hubs. By combining data‑driven insights with a user‑friendly interface, we help millions of seekers find the right assistance at the right time, while providing partner organizations clear metrics on impact and outcomes.
Our culture is rooted in purpose, collaboration, and continuous learning. We are a diverse, inclusive team that believes every employee can make a tangible difference in the lives of people who need help the most. If you are passionate about leveraging technology to solve real‑world problems, arenaflex offers the platform and the community to turn that passion into measurable results.
Why This Role Matters
As a Senior Customer Success Manager based in New Hampshire, you will be the trusted champion for our enterprise clients—most often large health plans, hospital systems, and government agencies. You will guide them from initial onboarding through long‑term adoption, ensuring they extract maximum value from arenaflex’s suite of tools. Your success will directly influence renewal rates, expansion opportunities, and ultimately the number of people who receive timely support.
Key Responsibilities & Duties
- Strategic Onboarding & Enablement: Own the end‑to‑end onboarding journey for every new client, coordinating timelines, resources, and stakeholder expectations to guarantee a seamless launch.
- Executive Relationship Management: Build and nurture trusted relationships with key champions such as Executive Sponsors, Project Managers, and Technical Leads to become their go‑to advisor.
- Product Adoption & Advocacy: Proactively engage clients to drive usage, train staff on core and advanced features, and share best practices that align with their specific goals.
- Performance Monitoring: Track usage metrics, health scores, and adoption trends; intervene early when indicators suggest risk or under‑utilization.
- Quarterly Business Reviews (QBRs): Design and deliver compelling executive‑level presentations that highlight outcomes, ROI, and roadmap recommendations.
- Issue Resolution & Escalation Management: Own technical or product issues, collaborate with cross‑functional teams to resolve them quickly, and communicate resolution steps clearly to the client.
- Renewals & Expansion: Identify upsell and cross‑sell opportunities, develop expansion plans, and work closely with sales to secure renewals and growth.
- Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Sales to voice customer feedback, influence product enhancements, and co‑create success assets.
- Thought Leadership & Content Creation: Produce internal and external materials (playbooks, case studies, webinars) that showcase customer success stories and best practices.
- Customer Advocacy: Represent the client’s voice within arenaflex, championing their needs and guiding internal teams toward solutions that drive mutual success.
Essential Qualifications
- BS/BA or equivalent work experience; advanced degree is a plus.
- Minimum 7 years of experience in account management, customer success, or project management, with a focus on large enterprise accounts in the healthcare or health‑plan space.
- Demonstrated ability to manage complex SaaS implementations and support requirements.
- Deep understanding of social determinants of health (SDoH) and how technology can address them.
- Exceptional communication skills—comfortable presenting to C‑suite executives, writing clear documentation, and facilitating workshops.
- Proven track record of driving product adoption, achieving renewal targets, and expanding accounts.
- Strong problem‑solving, negotiation, and decision‑making capabilities, especially under pressure.
- Willingness to travel periodically to client sites throughout New England.
- A genuine passion for using your role to make the world a better place for people in need.
Preferred Qualifications & Additional Skills
- Experience with data‑analytics platforms or business intelligence tools (e.g., Tableau, Looker).
- Prior work in social‑enterprise, nonprofit, or government sectors.
- Certification in Customer Success (CCSP, SuccessHACKER, etc.) or Project Management (PMP, Scrum Master).
- Familiarity with HIPAA, data‑privacy, and security standards for health‑related data.
- Multilingual abilities or experience serving diverse, multilingual populations.
What Success Looks Like at arenaflex
In this role, success is measured by three core pillars:
- Customer Value: Clients achieve measurable improvements in referral efficiency, outcome tracking, and community impact.
- Growth Metrics: High renewal rates (above 90 %) and a steady pipeline of expansion opportunities.
- Strategic Influence: Your feedback informs product roadmaps, leading to features that better serve the broader ecosystem.
Career Development & Learning Opportunities
- Leadership Pathways: Progression to Director of Customer Success, Head of Enterprise Services, or Product Strategy leadership roles.
- Professional Development Stipends: Annual budget for certifications, conferences, or advanced coursework.
- Mentorship Programs: Pairing with senior leaders across the organization to accelerate skill growth.
- Cross‑Team Rotations: Short‑term assignments with Product, Data Science, or Marketing to broaden perspective.
Work Environment & Culture at arenaflex
arenaflex embraces a flexible, remote‑first philosophy while fostering a strong sense of community. Our New Hampshire team members enjoy:
- Virtual collaboration tools and regular “virtual coffee” sessions to stay connected.
- Quarterly in‑person meet‑ups at our Austin headquarters, featuring team‑building activities, wellness workshops, and cultural celebrations.
- A culture committee that curates inclusive events, DEI initiatives, and employee‑led interest groups.
- Leadership Development Training that equips you with the skills to influence, inspire, and drive change.
- Paid volunteering time, allowing you to give back to your local community without sacrificing personal time.
Compensation, Perks & Benefits
We recognize that rewarding talent goes beyond salary. arenaflex offers a competitive total rewards package that includes:
- Base Salary: Aligned with market benchmarks for senior customer success roles, adjusted for experience and location.
- Performance‑Based Bonus: Targets tied to renewal rates, expansion revenue, and customer satisfaction scores.
- Equity Participation: Stock options that let you share in the company’s long‑term success.
- Retirement Planning: 401(k) with company match.
- Comprehensive Health Coverage: Medical, dental, and vision insurance with a variety of plan options.
- Generous Time Off: Competitive PTO, 10 paid holidays, and paid parental leave.
- Wellness Benefits: 24/7 telemedicine access, mental‑health counseling, and a book‑purchasing program.
- Remote Work Stipend: Quarterly allowance for home‑office setup or coworking space memberships.
- Community Perks: Access to volunteer matching platforms, donation matching, and a culture committee dedicated to fostering inclusion.
Commitment to Diversity, Equity & Inclusion
At arenaflex, you’ll join a team that reflects the vibrant, multifaceted communities we serve. We are devoted to recruiting, hiring, training, and promoting individuals without regard to age, color, disability, ethnicity, gender identity or expression, marital status, national origin, religion, sexual orientation, veteran status, or any protected class. Accommodations are available for applicants with disabilities. Our inclusive policies ensure that every voice is heard and every perspective is valued.
Ready to Make an Impact?
If you are an experienced, relationship‑focused leader who thrives in fast‑moving SaaS environments and wants to use your expertise to empower organizations that help those in need, we want to hear from you. Join arenaflex and become a catalyst for positive change across the nation.
Apply Now – Transform Social Care with arenaflex