Senior Customer Success Manager – Strategic Account Leadership, Customer Experience & Retention (Mobius / Content Solutions Specialist)

About arenaflex

At arenaflex, we don’t just talk about putting customers first — we live it. We are a forward-thinking software organization driven by a powerful set of guiding principles: Empathy, Humanity, Trust, and Love. These aren’t just words on a wall; they shape every conversation, every product decision, and every customer interaction. With a customer satisfaction score of 94% and an industry-leading NPS that we’ve maintained year over year, our clients continually tell us that arenaflex delivers a category-of-one experience in the software industry.

We wake up every day committed to creating differentiated value for our customers, and we’ve built our entire organization around that mission. Our Mobius product line and Content Solutions are trusted by Fortune 500 enterprises across the globe, and our Customer Success team plays a pivotal role in turning that trust into measurable, long-term business outcomes. If you’re an experienced customer success professional who thrives on building deep, strategic relationships, mentoring teammates, and driving measurable impact, arenaflex is the place where your career can truly flourish.

The Opportunity

We are hiring a Senior Customer Success Manager (CSM) – Strategic Account Leadership with Mobius & Content Specialty to join our growing Customer Success organization. In this role, you will serve as the primary trusted advisor for a portfolio of high-value enterprise accounts, ensuring customers realize the full potential of their arenaflex investments. You will be the bridge between our customers and our internal teams — translating customer needs into product insights, mitigating risk, identifying expansion opportunities, and cultivating advocates who will champion arenaflex across their industries.

This is a tremendous opportunity to influence the evolution of our CS organization as we scale toward aggressive growth targets for customer renewals, retention, and expansion. You’ll bring your experience, our values, and a relentless customer-focus to create a category-of-one CSM offering — one that competitors can’t replicate because it’s built on genuine partnership, not transactional relationships.

Key Responsibilities

Strategic Account Ownership

• Take full ownership of a portfolio of strategic enterprise customers, serving as their primary point of contact and trusted advisor at arenaflex.
• Develop deep understanding of each customer’s business environment, strategic objectives, technology landscape, and how they leverage the Mobius product within their operations.
• Build and maintain strong, multi-threaded relationships across customer organizations, from technical users to C-suite executives.
• Define and document what success looks like for each customer, and consistently measure progress against those goals.

Customer Lifecycle Management

• Manage the entire customer lifecycle journey, including onboarding, adoption, value realization, renewal, advocacy, and risk management.
• Lead structured onboarding experiences that accelerate time-to-value and establish a strong foundation for long-term partnership.
• Conduct regular business reviews (QBRs) with customers in partnership with your Account Executive to showcase ROI, identify gaps, and align on future roadmap priorities.
• Design and execute value campaigns that reinforce the impact of arenaflex solutions on customer business outcomes.

Cross-Functional Collaboration

• Partner closely with Account Executives to align on account strategy, pipeline development, and expansion opportunities.
• Work hand-in-hand with the Product Specialist team to deliver high-impact user training sessions and enablement programs.
• Collaborate with the Renewals team on risk mitigation, contract negotiations, and process improvements that protect and grow recurring revenue.
• Partner with Retention Marketing on targeted campaigns, events, and engagement initiatives that drive deeper product adoption.
• Identify and nurture customer advocates, working with Retention Marketing to convert them into published case studies, references, and speakers for arenaflex events.

Data-Driven Customer Insights

• Leverage Gainsight to track customer engagement, monitor health scores, surface risks, and identify growth opportunities.
• Use Salesforce to manage account activities, document interactions, and maintain a single source of truth for customer data.
• Derive actionable insights from customer data and translate them into recommendations for both customers and internal stakeholders.
• Maintain rigorous attention to detail in documentation, ensuring continuity and visibility across teams.

Mentorship & Team Enablement

• Act as a mentor and subject-matter expert within the Customer Success organization, helping teammates navigate arenaflex processes, tools, and customer scenarios.
• Model our core values in everyday work and help foster a culture of empathy, trust, and continuous learning.
• Contribute to the evolution of CS playbooks, best practices, and onboarding programs for new team members.

Essential Qualifications

• 5+ years of experience in Customer Success Management with a proven track record of developing strategic customer relationships and managing Fortune 500 accounts.
• Demonstrated success in driving renewals, expansion, and customer advocacy in a recurring revenue (SaaS / subscription) business model.
• Deep understanding of value drivers in recurring revenue businesses and the ability to translate customer outcomes into quantifiable business impact.
• Strong empathy for customers and a genuine belief that their success is the engine of arenaflex’s success.
• Creative, resourceful, detail-oriented, and highly organized — able to juggle multiple strategic accounts without losing focus on quality.
• Analytical and metrics-driven work style, with the ability to use data to tell compelling customer stories.
• Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment.
• Highly collaborative team player with exceptional relationship-building skills across diverse stakeholders — both internal and external.
• Confidence and emotional intelligence to manage challenging conversations with customers, executives, and cross-functional partners.
• Absolute and consistent alignment with our core values of Empathy, Humanity, Trust, and Love in every interaction.

Preferred Qualifications

• Hands-on experience with Gainsight and Salesforce as core CS and CRM tools.
• Direct experience with Mobius or comparable content management / enterprise content solutions.
• Background in enterprise software, content management, document workflow, or related technology domains.
• Experience mentoring junior CSMs or contributing to team development programs.

Skills & Competencies for Success

• Executive Presence: Comfortable presenting to and influencing senior customer stakeholders.
• Strategic Thinking: Ability to connect customer business objectives to arenaflex product capabilities and long-term account growth.
• Communication Mastery: Clear, persuasive, and empathetic written and verbal communication skills.
• Problem-Solving Agility: Resourceful in diagnosing customer challenges and orchestrating solutions across teams.
• Project Leadership: Skilled at coordinating cross-functional initiatives and driving them to completion on time.
• Customer Empathy: Deep commitment to understanding customer pain points and championing their needs internally.
• Adaptability: Thrives in a dynamic, evolving environment where priorities can shift quickly.

Career Growth & Learning Opportunities

At arenaflex, we believe that investing in our people is the smartest investment we can make. As a Senior CSM, you’ll have access to:

• Leadership and advanced skills training programs designed to accelerate your career trajectory.
• Two paid work days per year dedicated exclusively to off-site training, conferences, or professional development of your choice.
• Mentorship opportunities — both receiving and providing — to help you grow as a leader.
• Exposure to executive-level strategy and decision-making through close collaboration with senior leadership.
• A clear pathway for advancement into Principal CSM, CSM Team Lead, or Customer Success Management roles.

Work Environment & Culture

arenaflex is more than a workplace — it’s a community of passionate, mission-driven professionals who genuinely care about each other and the customers we serve. We celebrate diversity, equity, and inclusion as foundational to who we are. We believe that when people bring their authentic selves to work, magic happens. We are an equal opportunity employer committed to building a workforce that reflects the diverse customers and communities we serve around the world.

We are also deeply committed to accessibility. If you require reasonable accommodation during the application or interview process, please reach out to our People team, and we will work with you on a case-by-case basis to ensure your needs are met.

Compensation, Perks & Benefits

We are proud to offer a comprehensive benefits package designed to support your health, wealth, and overall well-being:

• Competitive base salary ranging from $81,476.50 – $101,846.00 per year, with exact compensation determined by skills, experience, and location.
• Extensive paid time off programs, including paid holidays, sick leave, and unlimited vacation time.
• Healthcare coverage options tailored to fit you and your family’s needs.
• Retirement savings plan with matching contributions from arenaflex.
• Life and disability coverage for your peace of mind.
• Leadership and skills training opportunities to invest in your long-term growth.
• Two paid work days per year dedicated to off-site professional development.

Information Security & Responsibility

Information security is everyone’s responsibility at arenaflex. Every team member plays a role in protecting company information and IT resources, and we provide the training, tools, and culture needed to support this shared accountability.

Equal Employment Opportunity

arenaflex is committed to creating a diverse, inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by applicable law. arenaflex is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Join arenaflex

If you love wild growth, working with happy, enthusiastic over-achievers, and making a tangible impact on the success of Fortune 500 customers, you’ll feel right at home at arenaflex. This is your opportunity to bring your customer success expertise, your values, and your ambition to a company that will match them at every turn. Come help us continue to set the standard for what a truly customer-obsessed software organization looks like — and build a career you can be proud of in the process.

Ready to make a difference? Apply today and let’s build something extraordinary together at arenaflex.