Introduction to arenaflex
Since 1992, arenaflex has been at the forefront of making digital signage easy for organizations worldwide. With a presence in over 100 countries, our easy-to-use software, hundreds of professionally designed templates, and exceptional customer service have enabled organizations to be up and running in minutes. As a leader in the digital signage industry, we are committed to helping our customers achieve their goals and drive business success. We are now seeking a highly experienced and strategic Head of Customer Success to join our team and play a critical role in driving revenue growth and customer satisfaction.
Mission of the Head of Customer Success
Reporting to the Chief Revenue Officer, the Head of Customer Success will be accountable for leading the customer success team in the execution of our revenue strategy to achieve our gross revenue retention goals. This is a unique opportunity for a seasoned customer success professional to make a significant impact on our business and drive long-term growth. As the Head of Customer Success, you will be responsible for developing and implementing customer success strategies that drive customer engagement, retention, and expansion.
Key Responsibilities
- Own and develop our customer success processes for scaled SMB and higher-touch mid-market/enterprise accounts, covering health scoring, onboarding, adoption, renewals, cancellation deflection, and training to ensure our customers get results from their digital signage investments.
- Collaborate with our sales team to identify expansion opportunities and provide customer insights to the marketing team to drive targeted campaigns and improve customer engagement.
- Design and implement automation to help your team scale and manage large books of business, ensuring that all customers receive exceptional support and guidance.
- Become a product expert on arenaflex, understanding our message, and how to position and sell our digital signage solutions to drive customer success and revenue growth.
- Engage with customers on a regular basis to maintain a deep understanding of our key customer segments, the problems they face, and the value they derive from our digital signage solutions.
- Ensure all customer-related activity is diligently logged in our CRM, providing a single source of truth for customer interactions and history.
- Coach and develop the customer success team, reviewing call recordings and ensuring that the team works according to our standards and best practices.
- Lead by example, creating and maintaining a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability within the customer success team.
- Travel 5-10% of the time to company meetings and customer sites to strengthen relationships with key customers and train Customer Success Representatives.
- Predictably forecast Gross Revenue Retention and continuously validate and improve our tactics and processes by analyzing the data we aggregate.
Essential Qualifications
To be successful in this role, you will have:
- 5+ years of experience in customer-facing roles, with multiple years of people management experience and a proven track record of driving customer success and revenue growth.
- A deep understanding of what good scaled customer success looks like, with experience managing a high volume of accounts and a range of annual contract values.
- High standards for work, with the ability to get tasks done quickly, meet deadlines, and appreciate the power of constraint.
- Strong analytical skills, with the ability to work with spreadsheets and understand SaaS metrics, including NRR and GRR.
- Experience with HubSpot, our CRM, customer success system, and marketing automation tool.
- A positive and practical approach, with a willingness to roll up your sleeves and see imperfect situations as opportunities for growth and improvement.
Preferred Qualifications
While not essential, the following qualifications are highly desirable:
- Experience working with channel partners or resellers, with a understanding of the unique challenges and opportunities presented by these relationships.
- A strong network of contacts within the digital signage industry, with a deep understanding of the latest trends and technologies.
- Experience with data analysis and visualization tools, with the ability to create insightful reports and dashboards to drive business decisions.
Skills and Competencies
To be successful in this role, you will need to possess the following skills and competencies:
- Strong leadership and management skills, with the ability to motivate and develop a high-performing team.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.
- Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop creative solutions to drive customer success and revenue growth.
- A strong understanding of the digital signage industry, with a deep knowledge of the latest trends, technologies, and best practices.
- Experience with CRM systems, including HubSpot, with the ability to leverage these tools to drive customer success and revenue growth.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As the Head of Customer Success, you will have access to a range of career growth opportunities and learning benefits, including:
- Professional development programs, with a focus on leadership, management, and customer success skills.
- Access to industry-leading training and certification programs, with a focus on digital signage and customer success.
- A strong network of contacts within the digital signage industry, with opportunities to build relationships and learn from peers and thought leaders.
- A dynamic and supportive work environment, with a focus on collaboration, innovation, and customer success.
Work Environment and Company Culture
At arenaflex, we pride ourselves on our dynamic and supportive work environment. As a fully remote company, we offer a range of benefits and perks to support your well-being and productivity, including:
- Flexible working hours and remote work arrangements, with the ability to work from anywhere and maintain a healthy work-life balance.
- A range of health and wellness programs, including health and dental benefits, RRSP/401K matching, and a health spending account.
- A strong focus on diversity, equity, and inclusion, with a commitment to creating a welcoming and inclusive work environment for all employees.
- A range of social and community programs, with opportunities to connect with colleagues and build relationships outside of work.
Compensation, Perks, and Benefits
As the Head of Customer Success at arenaflex, you can expect a competitive compensation package, including:
- A base salary of $125K, with a variable component of $50K based on performance.
- A range of benefits and perks, including health and dental benefits, RRSP/401K matching, and a health spending account.
- A strong focus on career growth and development, with opportunities for professional development and advancement.
- A dynamic and supportive work environment, with a focus on collaboration, innovation, and customer success.
Conclusion
If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for the Head of Customer Success role at arenaflex. With a strong focus on customer success, revenue growth, and employee development, we offer a unique and rewarding work environment that is perfect for those who are passionate about digital signage and customer success. Apply now to join our team and take the first step towards a rewarding and challenging career with arenaflex.
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