Senior Customer Success Manager – Enterprise SaaS & Master Data Management Solutions (Remote US / Hybrid Atlanta, GA)

About arenaflex – Empowering the Data‑Enabled Future

arenaflex exists to unlock the limitless possibilities of a data‑driven world. In an era where every strategic decision, innovative breakthrough, and competitive advantage is powered by trusted data, arenaflex stands at the forefront, delivering best‑in‑class Master Data Management (MDM) platforms that help organizations turn raw information into actionable insight. As a top‑tier partner of a leading cloud ecosystem, arenaflex combines deep industry expertise with cutting‑edge technology to enable customers across the globe to master their data, reduce risk, and accelerate growth.

Why This Role Matters

Our customers rely on arenaflex’s MDM platform to achieve measurable business outcomes—higher revenue, lower operational costs, and mitigated risk. As a Customer Success Manager, you will be the trusted advocate who ensures that each client extracts maximum value from our solutions, drives adoption, and becomes an enthusiastic promoter of arenaflex. Your success will be measured by platform adoption, retention, satisfaction, and expansion across a portfolio of 50‑60 enterprise accounts spanning multiple industries and deployment models.

Key Responsibilities

Platform Adoption & Value Realization

• Collaborate with cross‑functional arenaflex teams, value‑added partners, and internal stakeholders to guide both new and existing customers toward tangible business results.
• Act as the primary advocate for day‑one customers, ensuring project planning, kickoff, requirements gathering, implementation, and go‑live stay on schedule.
• Leverage support, professional services, and partner resources to help existing accounts optimize platform usage and achieve their data‑management goals.

Retention, Renewals & Risk Management

• Maintain a gross retention rate of 95%+ for annual recurring revenue (ARR) by delivering consistent value and proactive risk mitigation.
• Serve as the “quarterback” for critical escalations, coordinating the right technical and executive resources to develop and execute mitigation plans.
• Continuously monitor adoption health, identify at‑risk accounts, and partner with arenaflex teams to drive corrective actions.

Customer Satisfaction & Advocacy

• Build deep, trusted relationships with key stakeholders and executive sponsors, positioning them as “Data Heroes” within their organizations.
• Facilitate cross‑functional collaboration to ensure customers experience seamless value delivery, leading to organic advocacy and referrals.
• Gather and share success stories, case studies, and ROI metrics that reinforce the business impact of arenaflex’s platform.

Expansion & Growth Opportunities

• Identify additional use cases and upsell opportunities that drive platform expansion or conversion to SaaS models.
• Leverage industry knowledge to articulate value drivers across verticals, using documented results to inspire broader adoption.
• Partner with arenaflex thought leaders and executives to align solutions with customers’ strategic objectives, unlocking new revenue streams.

Performance Milestones

First 30 Days – Foundations

• Absorb arenaflex’s solution suite, value proposition, and account segmentation framework.
• Review at least ten existing customer case studies and sit in on six live demonstrations.
• Map out the segmentation model (strategic, develop, sustain) and understand the engagement motions for each tier.
• Develop a prioritized engagement plan for your assigned accounts, in partnership with your VP of Customer Success and CSM peers.

First 90 Days – Activation

• Execute the engagement plan, contacting 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts.
• Establish a cadence of communication tailored to each segment’s needs.
• Document current platform utilization, implementation status, and key stakeholder maps in arenaflex’s CRM.
• Begin driving adoption for net‑new customers, ensuring implementation milestones are met and go‑live objectives are achieved.
• Collaborate with presales, value consultants, product, support, and strategy teams to deliver holistic value to customers.

Essential Qualifications

• Minimum five years of customer success experience with enterprise‑grade SaaS or on‑premise software solutions, preferably within the IT sector.
• Proven track record managing 20‑75 high‑touch accounts, delivering measurable business outcomes, high satisfaction scores, and strong retention rates.
• Demonstrated ability to coordinate cross‑functional teams (program‑management style) to resolve critical escalations and drive project success.
• Solid understanding of modern enterprise IT ecosystems, including cloud deployment models (SaaS, PaaS, IaaS) and on‑premise environments.
• Strong execution skills—planning, organization, prioritization, and follow‑through—under multiple competing demands.
• Excellent communication and relationship‑building abilities; a natural trusted advisor who can influence senior executives.
• Self‑motivated, accountable, and comfortable taking ownership of complex initiatives from inception to delivery.
• Kind, humble, and collaborative personality that thrives in a vibrant, team‑first culture.

Preferred Qualifications & Skills

• Experience with Master Data Management (MDM) or data‑governance solutions.
• Background in consulting or professional services, providing a deep understanding of implementation lifecycles.
• Familiarity with CRM platforms (e.g., Salesforce) and data‑analytics tools.
• Ability to translate technical concepts into clear business value for non‑technical stakeholders.
• Track record of driving expansion revenue through upsell, cross‑sell, and conversion initiatives.

What You’ll Gain – Career Growth & Learning

arenaflex invests heavily in the professional development of its people. As a Customer Success Manager, you will have access to:

• Mentorship from senior leaders, including the VP of Customer Success and product executives.
• Continuous learning opportunities—certifications, workshops, and industry conferences—to deepen your expertise in data management and SaaS.
• Clear career pathways toward senior CSM roles, team leadership, or product strategy positions.
• Exposure to a diverse portfolio of enterprise customers, expanding your industry knowledge across finance, healthcare, manufacturing, and more.

Work Environment & Culture at arenaflex

arenaflex fosters a collaborative, inclusive, and high‑energy environment where innovation thrives. Our core values shape everything we do:

• Growth Mindset: We encourage continuous learning, embrace mistakes as learning opportunities, and support each other’s development.
• Constructive Candor: Open, honest dialogue is celebrated; diverse perspectives drive the best solutions.
• Helpful: Team success is paramount—winning together beats winning alone.
• Get Stuff Done: Grit, creativity, and resilience fuel our ability to meet ambitious goals.
• Fun is Where Fun is Made: We celebrate milestones, share laughs, and enjoy the journey as much as the destination.

Our employees enjoy a hybrid‑friendly work model, generous paid time off, and a culture that values autonomy, flexibility, and work‑life balance. Whether you work remotely from anywhere in the United States or join us in our vibrant Atlanta hub, you’ll be part of a supportive community of “arenaflex‑pros” who are passionate about data and each other’s success.

Compensation, Perks & Benefits

• Competitive base salary with performance‑based bonuses tied to retention, adoption, and expansion metrics.
• Comprehensive health, dental, and vision coverage—100% employer‑paid for employee‑only plans, with competitive family options.
• 401(k) retirement plan with generous company match to help you build long‑term financial security.
• Generous paid time off, flexible holidays, and wellness days to recharge and pursue personal passions.
• Professional development budget, tuition reimbursement, and access to industry certifications.
• Employee assistance programs, mental‑health resources, and a vibrant internal community that celebrates diversity and inclusion.
• Recognition programs and regular team‑building events that reinforce our collaborative spirit.

How to Apply

If you are ready to champion data‑driven transformation, build lasting customer relationships, and grow your career with a forward‑thinking leader in the MDM space, we want to hear from you. Submit your application through the arenaflex portal, and let’s start a conversation about how you can make an impact.

Apply Now

Equal Opportunity Employer

arenaflex is committed to creating a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. If you require accommodation during the application process, please contact our recruitment team at [email protected].