Head of Customer Success – Digital Signage Solutions (Fully Remote Position)

At arenaflex, we're revolutionizing the way organizations communicate with their audiences through digital signage. Since 1992, we've been empowering businesses worldwide with our easy-to-use software, 100s of professionally designed templates, and exceptional customer service. We're now seeking a seasoned professional to join our team as the Head of Customer Success, driving our revenue growth and customer satisfaction through strategic customer engagement and retention.

Mission of the Head of Customer Success

As a key member of our leadership team, the Head of Customer Success will report directly to the Chief Revenue Officer and be responsible for leading our customer success team in executing our revenue strategy to achieve our gross revenue retention goals. This role requires a customer-centric leader who can develop and implement scalable processes to drive customer adoption, retention, and growth.

Key Responsibilities

As the Head of Customer Success, you will be accountable for:

• Developing and executing 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 achieve their desired outcomes.
• Collaborating with our sales team to identify expansion opportunities and providing valuable customer insights to inform marketing campaigns.
• Creating automation to help the customer success team scale and manage large books of business, while ensuring seamless engagement with all SMB accounts.
• Becoming a product expert on arenaflex's digital signage solutions, understanding our value proposition, and effectively positioning and selling our products to customers.
• Maintaining a deep understanding of our key customer segments, the challenges they face, and the value they derive from our solutions through regular customer interactions.
• Ensuring all customer-related activity is diligently logged in our CRM, providing a clear history of customer interactions for easy reference.
• Coaching and mentoring the customer success team, reviewing call recordings, and ensuring the team adheres to our high standards of performance and accountability.
• Fostering a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability within the customer success team.
• Providing clear visibility on metrics and critical numbers to each team member, ensuring they can track their progress and make data-driven decisions.
• Traveling 5-10% of the time to company meetings and customer sites to strengthen relationships, train customer success representatives, and drive business growth.
• Predictably forecasting Gross Revenue Retention and continuously validating and improving our tactics and processes through data analysis.

Essential Qualifications

To succeed in this role, you will need:

• 5+ years of experience in customer-facing roles, with multiple years of people management experience.
• A deep understanding of what drives successful customer success, including experience managing high volumes of accounts and varying annual contract values.
• High standards for work, a love for deadlines, and a commitment to continuous learning.
• Proficiency in spreadsheet management, including experience with formulas and data analysis.
• Familiarity with SaaS metrics, including NRR and GRR, and confidence in discussing these topics.
• Expertise in HubSpot, our CRM, customer success system, and marketing automation tool.
• Excellent communication and interpersonal skills, with a passion for engaging with customers and driving business growth.

Preferred Qualifications

While not required, experience working with the channel or resellers is a valuable asset in this role.

Total Compensation Package

As a valued member of our team, you can expect a comprehensive compensation package, including:

• A competitive base salary of $125,000, with an additional $50,000 in variable compensation.
• Comprehensive health and dental benefits.
• RRSP/401K matching up to 5%.
• Group profit-sharing program.
• Health spending and wellness spending account ($500).
• $2,000 for learning and development.
• 20 days of vacation (pro-rated based on your start date in your first year).

Work Environment and Culture

At arenaflex, we're committed to creating a diverse, inclusive, and equitable work environment. We believe in fostering a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability. Our team is passionate about delivering exceptional customer experiences and driving business growth through innovative solutions.

How to Apply

If you're a motivated and customer-centric leader who is passionate about driving business growth and customer satisfaction, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we look forward to reviewing your qualifications. [Apply Job!](https://remotejobs.trendingnewsgo.com/register-candidate/) Apply for this job