Experienced Customer Success Manager – Mid-Market SaaS Account Growth & Retention Specialist

Job Description:

Join arenaflex: Leading the Future of Public Relations Technology

Are you ready to be part of something extraordinary? Welcome to arenaflex – the leading SaaS platform for public relations and communications professionals. Our mission is to enable organizations to build trust, tell their stories, and demonstrate the unique value of earned media. arenaflex's Public Relations Management (PRM) platform empowers organizations to build meaningful relationships with the media, manage crisis risk effectively, and demonstrate the tangible impact of public relations on business outcomes.

At arenaflex, we operate as a founder-controlled, fully distributed company that prioritizes sustainable growth while maintaining an unparalleled culture. Our team has been recognized with multiple awards for our exceptional workplace environment and innovative product from prestigious organizations including Inc., Quartz, G2, and BuiltIn. We deeply value resilience, transparency, ownership, and customer devotion – and these principles infuse everything we do.

We're growing rapidly and sustainably, and we're looking for an experienced, customer-focused Customer Success Manager to join our dynamic Mid-Market team!

About the Role

As a Customer Success Manager on our Mid-Market team, you will be instrumental in driving customer growth and retention for one of the most innovative companies in the PR technology space. You'll have the opportunity to work with a diverse range of agency and brand accounts, including prominent companies like Duolingo, Daily Harvest, CASETiFY, The Motley Fool, and Rare Beauty.

This role offers an exciting opportunity to work in a fast-paced, collaborative environment where you'll work closely with our sales, customer support, customer onboarding, and product teams. You'll be the primary advocate for your customers, ensuring they derive maximum value from arenaflex while helping them achieve their public relations goals.

What You'll Do

• Lead Customer Relationships: Serve as the primary contact for a dedicated portion of arenaflex's mid-market segment to retain and grow a book of business ranging from $1.5 - $1.7 million in annual contract value


• Drive Retention & Growth: Achieve retention and account growth goals for accounts with ARR ranging from $10,000 - $50,000+, consistently exceeding quarterly targets


• Product Demonstration: Expertly demo arenaflex at meetings, on phone calls, and at events to showcase the platform's capabilities and value


• Customer Engagement: Deliver 5+ calls with customers per day to provide unparalleled product expertise, share industry best practices and strategic recommendations, and lead comprehensive account walkthroughs to highlight usage wins and identify growth opportunities


• Lifecycle Management: Oversee the entire customer lifecycle from initial sale through renewal to ensure the customer is deriving maximum value at every stage of their journey with arenaflex


• Voice of the Customer: Manage customer feedback and deliver actionable insights to internal stakeholders that will directly influence our product roadmap and future development


• Relationship Expansion: Source new contacts as original decision makers change within customer companies and effectively communicate our value proposition to new stakeholders


• Contract Negotiation: Negotiate agreements to ensure long-lasting and mutually beneficial relationships with our customers


• Industry Expertise: Immerse yourself in the public relations industry and build a strong network of communications professionals

How Success Will Be Measured

• Revenue Goals: Quarterly Net and Gross revenue retention goals that directly impact company growth


• Customer Health: Customer Health and Engagement metrics (Health Score) that demonstrate your ability to keep customers satisfied and successful

What We're Looking For

Essential Qualifications

• Experience: 1-3 years working in SaaS account management or in a blended Customer Success Manager role, with a strong focus on upsells and renewals OR 2-5 years of client-facing experience in PR, marketing, or advertising. Experience carrying a quota or managing a book of business in some capacity is essential


• Relationship Building: Natural relationship builder who is personable, patient, and dependable – you genuinely enjoy working with customers, and they enjoy working with you


• Communication Skills: Excellent communication skills, both written and verbal – you're equally comfortable drafting a compelling email, jumping on the phone for a quick chat, and leading meetings or presenting to large groups


• Problem-Solving: Proactive in helping customers with long-term planning – you're a solutions-oriented problem solver who derives satisfaction from ensuring customer needs are met


• Technical Proficiency: Familiar with the tools we use, including Salesforce, Google Apps, Gong, and Slack, and you learn how to use new tools quickly

Preferred Qualifications

• Experience or strong interest in PR or journalism, or a solid understanding of these industries


• Previous experience in a SaaS environment with demonstrated success in customer retention


• Understanding of the media landscape and how organizations interact with journalists and influencers

Interview Process Overview

We've designed a comprehensive interview process to get to know you better and ensure mutual fit. Please note that this is what we expect the process to look like; we may ask for supplemental information or require an additional step before making a final decision.

• 30-minute initial interview with a member of our Talent Team


• One-hour Zoom interview with the hiring manager


• Skills assessment (2 hours maximum)


• Peer interviews with several team members


• Final call(s) with executive team member(s)

Compensation & Benefits

Competitive Compensation

The base salary for this role is $70,000, with $90,000+ in On-Target Earnings (OTE). We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of candidates who are offered roles at arenaflex to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.

Remote Work, Forever

We're a fully distributed team and have pledged to remain that way forever. We offer employees a full home office setup, phone & internet reimbursement, and a monthly coworking membership. We build culture through virtual and in-person team bonding opportunities including team lunches, friendly competitions, and celebratory events!

Transparent Compensation & Equity

We offer competitive geo-neutral pay in the U.S. and review compensation at least once annually to ensure internal equity and alignment with the external market. Depending on the role, we offer either a standardized bonus program or attainable commission structure and an opportunity to earn equity in the company. All employees are eligible for our 401(k) plan* with employer contributions.

Health & Wellness

arenaflex provides comprehensive health, dental, vision, disability, and life insurance for employees and their families. We offer a high-deductible health plan with 100% premium coverage for individuals, as well as a range of other plan options. Our team also has access to 24/7 Virtual Care, an Employee Assistance Program, employer-funded HSA contributions, and other pre-tax benefits. Team members have access to a quarterly wellness stipend and a free Headspace subscription.

PTO and Family Benefits

Our team enjoys 4+ weeks of off-the-grid PTO, plus paid sick/mental health days, summer Fridays, and 13 paid holidays. In order to combat Zoom fatigue and allow for deep work without interruption, we have implemented "No Internal Meeting Fridays" year-round. We also provide up to 16 weeks of fully paid parental leave.

Personal & Professional Development

We grow talent by creating internal pathways for advancement and promotion. arenaflex conducts bi-annual performance reviews, hosts team-wide workshops, and offers management training and leadership training opportunities. We also provide unlimited subscriptions to L&D platforms including Coursera & O'Reilly, as well as 2 additional days of PTO to dedicate to learning and development.

Culture of Inclusion

We know that diverse perspectives breed innovation and help us better serve our customers. We are committed to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably.

Customer-First Philosophy

Being founder-controlled means we have the freedom to be nimble, highly collaborative, and innovative, building forward-thinking products that enable 3,000+ companies around the world to build trust, tell their stories, and demonstrate the unique value of earned media.

*These benefits are specific to US-based employees. In some, but not all, cases we are able to offer equivalent benefits to employees located outside of the United States.

Work Location

While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email. While we enjoy many benefits as a permanently distributed and remote company, we cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence.

Don't Wait – Apply Today!

If you're excited about an opportunity at arenaflex but your experience doesn't align perfectly with the requirements of the role outlined here, please don't let it stop you from applying. We're committed to building a diverse and inclusive workplace, and we want to hear from you. You may be a great fit for this role or another position on our team. We deliberately encourage individuals from all backgrounds, including race, gender identity, sexual orientation, and disability status to apply for positions. We are an equal opportunity employer and we're committed to a fair and consistent interview process and candidate experience.

Join arenaflex and be part of a team that's transforming how organizations build trust and tell their stories through the power of earned media!