Customer Success Manager – Academic Vertical | Economic Impact Software & Predictive Analytics Platform

• --

Join arenaflex: Empowering Economic Understanding Through Innovation

Are you passionate about driving customer success while working with cutting-edge predictive cloud software? Do you want to be part of a company with a legacy spanning over three decades that is revolutionizing how organizations understand and leverage economic impacts? If so, arenaflex is looking for an exceptional Customer Success Manager to join our growing team and help shape the future of economic analysis.

At arenaflex, we believe that understanding economic impacts is more than just data—it's about empowering communities, informing policy decisions, and enabling sustainable growth. For over 35 years, we have been the trusted partner for consultants, governments, academic researchers, economic development organizations, and companies seeking to understand the complex dynamics of economic systems. Our cloud-based software platform represents the next chapter in our journey, and we're looking for a talented professional to help lead our academic clients through this transformation.

About the Role

As a Customer Success Manager at arenaflex, you will play a pivotal role in ensuring our clients achieve their goals with our software and services. You will be the primary point of contact for a portfolio of academic clients, serving as their trusted advisor and advocate throughout their journey with arenaflex. This is not a position where you will simply respond to support tickets—you will become an integral part of our clients' success story, helping professors, researchers, and university administrators unlock the full potential of economic modeling and analysis.

The academic vertical is the cornerstone of our business, and we need someone who understands the unique needs and challenges of this distinguished community. You will be responsible for driving adoption, ensuring satisfaction, and identifying growth opportunities within your assigned accounts. Your efforts will directly contribute to arenaflex's mission of enabling economic growth through predictive cloud software.

What You'll Do

As a Customer Success Manager at arenaflex, your responsibilities will be diverse and impactful. Here's what you can expect:

• Become a Subject Matter Expert: Develop an in-depth understanding of the arenaflex application and the analytical needs and challenges faced by clients in the academic vertical. This includes mastering economic impact analysis, input-output modeling, and social accounting matrices.
• Drive Customer Onboarding: Lead the onboarding process for all new academic customers, providing thorough and personalized orientation to ensure they can effectively utilize the arenaflex software from day one.
• Build Lasting Relationships: Establish and maintain strong relationships with clients at all levels, from individual contributors and professors to department heads and senior university management.
• Achieve Retention Targets: Meet and exceed renewal retention targets, ensuring that our clients continue to see value in their partnership with arenaflex.
• Provide Expert Support: Deliver ongoing analytical support across multiple communication channels, including phone, email, video conferencing, and our support ticketing system.
• Balance Multiple Priorities: Successfully manage incoming requests while proactively driving renewals and maintaining high customer satisfaction.
• Identify Growth Opportunities: Recognize expansion opportunities through upselling and cross-selling, helping clients discover additional value they may not currently be leveraging.
• Champion Customer Voice: Partner with our Education, Product, Marketing, and Data teams to serve as the voice of the customer, translating client feedback into product improvements and enhanced experiences.

Required Skills & Experience

To thrive in this role at arenaflex, you will need:

• Multi-Tasking Excellence: The ability to manage multiple software platforms simultaneously while maintaining attention to detail and quality.
• Analytical Thinking: Strong skills in logic and problem-solving, conceptual thinking, and deductive reasoning. You should be comfortable diving into complex analytical challenges and finding elegant solutions.
• Research Capabilities: Strong research skills and proven experience with complex analytical problem solving. You should be comfortable exploring new topics deeply and quickly.
• Sales Acumen: Comfort with sales and upselling techniques, with the ability to identify opportunities for growth without being pushy.
• Academic Communication: The ability to communicate easily and professionally with professors, researchers, and university staff. You should be comfortable presenting to audiences ranging from graduate students to department chairs.
• Exceptional Communication: Excellent verbal and written communication skills in English. You should be able to convey complex ideas clearly and persuasively.
• Team Player: Comfort and familiarity with a team-based work environment. You should thrive in collaborative settings while also being able to work independently.
• Self-Direction: The ability to self-direct and prioritize with minimal supervision. We're looking for someone who takes initiative and drives results.
• Adaptability: A willingness to adapt and be challenged. The software landscape is constantly evolving, and so should you.
• Technical Proficiency: Proficiency with Microsoft Office and Google Suites is essential.

Desired Skills & Experience

While not required, the following experiences would make you an even stronger candidate:

• Previous experience in a software customer success, sales, or customer service position with a track record of providing exceptional support.
• Familiarity with the arenaflex software or a solid understanding of input-output modeling and social accounting matrices.
• Experience with Salesforce CRM, Zendesk, and Pendo.
• Proficiency with web meeting tools such as RingCentral, Zoom, Microsoft Teams, and Google Meet.
• Foreign language skills (particularly Spanish, French, or Mandarin).

Education Requirements

Candidates must have completed or be nearing completion of a Master's degree in Economics, Business, Economic Development, Planning, Public Policy, Urban Studies, or a closely related field. This educational background will provide you with the foundational knowledge needed to understand our clients' analytical needs and speak their language.

Why Join arenaflex?

At arenaflex, we believe that great work should be accompanied by great benefits and an exceptional work environment. Here's what you can expect when you join our team:

Work-Life Balance

We understand that productivity is about working smarter, not longer. That's why we've implemented a workweek that ends at 3 p.m. on Fridays, giving you more time to enjoy your personal life.

Comprehensive Benefits

We offer a full suite of benefits to support your health, wealth, and well-being:

• Medical, Dental, Vision, Short & Long Term Disability, and Basic Life insurance


• Flexible Spending Accounts for healthcare and dependent care


• Retirement 401(k) plan with Company Match


• Gym Membership Reimbursement


• Paid Time Off and 10 Company Paid Holidays

Collaborative Culture

We've crafted a collaborative and welcoming workplace focused on achieving the specific goals laid out by our community. You'll enjoy a comfortable office environment, free snacks and drinks, and regular company social outings that bring our team together.

Career Growth

arenaflex is experiencing exciting growth, and we are always seeking agile, engaged, and high-caliber professionals to join our team. As a Customer Success Manager, you will have opportunities to expand your expertise, take on additional responsibilities, and grow within the organization.

Ready to Make an Impact?

If you're passionate about customer success, excited about economic analysis, and ready to join a company that values its employees and clients alike, we want to hear from you. At arenaflex, you'll be more than just an employee—you'll be part of a mission that matters.

We are committed to enabling economic growth through predictive cloud software, and we need talented individuals like you to help us achieve that vision. Apply today and take the first step toward a rewarding career at arenaflex.

Please note this job description is not designed to cover or contain an exhaustive list of activities, duties, or responsibilities required of the role. Additional responsibilities and duties may change at any time and without notice.