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Customer Success Manager – Mid‑Market SaaS Growth & Retention Specialist for High‑Value Accounts
```html About arenaflex – Empowering Brands Through Earned Media arenaflex is the leading SaaS platform that powers public relations and communications teams worldwide. Our mission is to help organizations build trust, tell compelling stories, and demonstrate the measurable impact of earned media. By delivering a modern, data‑driven Public Relations Management (PRM) solution, arenaflex enables brands to forge lasting relationships with journalists, manage crisis risk, and prove the business value of their communications efforts. Founded by visionary entrepreneurs and operating as a fully distributed, founder‑controlled company, arenaflex has earned multiple industry accolades for its culture, product excellence, and innovative approach. We are proud to be recognized by leading publications and rating platforms for our commitment to transparency, resilience, ownership, and an unwavering customer‑first mindset. Why Join arenaflex? At arenaflex, you will become part of a fast‑growing, purpose‑driven team that values autonomy, collaboration, and continuous learning. Our remote‑first philosophy means you can work from anywhere while enjoying a supportive community, generous benefits, and clear pathways for career advancement. If you thrive in a dynamic environment where every day brings new challenges and opportunities to make a tangible impact, arenaflex is the place for you. Role Overview – Mid‑Market Customer Success Manager As a Mid‑Market Customer Success Manager at arenaflex, you will be the trusted partner for a portfolio of high‑value accounts ranging from $10,000 to $50,000+ in annual recurring revenue (ARR). Your primary focus will be to drive customer growth, ensure renewal success, and expand the footprint of arenaflex within each organization. You will collaborate closely with sales, onboarding, support, and product teams to deliver a seamless, value‑focused experience. Key Responsibilities Account Ownership Serve as the single point of contact for a defined mid‑market segment, managing a book of business valued at $1.5‑$1.7 million in ARR. Retention & Growth Meet or exceed quarterly net and gross revenue retention targets by proactively identifying upsell and cross‑sell opportunities. Product Demonstrations Conduct live demos, virtual walkthroughs, and in‑person presentations at events to showcase arenaflex’s capabilities. Customer Engagement Execute 5+ strategic calls per day, delivering product expertise, industry best practices, and actionable recommendations. Lifecycle Management Guide customers from onboarding through renewal, ensuring they realize continuous value at every stage. Feedback Loop Capture and synthesize customer feedback, translating insights into product roadmap recommendations for the arenaflex engineering team. Stakeholder Expansion Identify and engage new decision‑makers as organizations evolve, maintaining a robust network of contacts. Negotiation & Renewal Lead contract negotiations, securing long‑term, mutually beneficial agreements. Industry Immersion Stay current on public relations trends, building a deep network of communications professionals to enhance arenaflex’s market relevance. Success Metrics Quarterly Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) against targets. Customer Health Scores and Engagement Metrics (e.g., product usage, satisfaction surveys). Upsell and cross‑sell revenue generated within the assigned portfolio. Renewal rate and average contract expansion percentage. Essential Qualifications 1‑3 years of SaaS account management or blended Customer Success experience, with a proven record of driving upsells and renewals. Alternatively, 2‑5 years of client‑facing experience in public relations, marketing, or advertising, with exposure to quota‑bearing responsibilities. Demonstrated ability to build genuine relationships, exhibit patience, and maintain reliability under pressure. Exceptional written and verbal communication skills; comfortable drafting emails, leading conference calls, and presenting to large audiences. Solution‑oriented mindset with a proactive approach to long‑term customer planning. Familiarity with CRM and collaboration tools (e.g., arenaflex, arenaflex, arenaflex, arenaflex) and a quick learning curve for new software. Strong interest in or experience with public relations, journalism, or related media industries. Preferred Qualifications & Additional Skills Experience managing a book of business with ARR between $10K‑$50K+. Track record of exceeding retention and expansion goals in a fast‑paced SaaS environment. Ability to translate complex product features into clear business outcomes for non‑technical stakeholders. Comfort with data‑driven decision making; proficiency in analyzing usage metrics and health scores. Passion for continuous learning and staying ahead of industry trends. Compensation, Benefits & Perks arenaflex offers a competitive, geo‑neutral compensation model. The base salary for this role starts at $70,000, with an on‑target earnings (OTE) potential of $90,000+ through commissions and performance bonuses. Compensation is determined by role, experience, and internal equity, not by geographic location. Our comprehensive benefits package includes Remote‑First Work Environment Full home‑office setup, phone & internet stipend, and monthly coworking space membership. Health & Wellness Medical, dental, vision, disability, and life insurance; 100 % premium coverage for individual plans; 24/7 virtual care; Employee Assistance Program; employer‑funded HSA contributions; quarterly wellness stipend; free Headspace subscription. Retirement Savings 401(k) plan with employer matching contributions. Paid Time Off 4+ weeks of PTO, paid sick/mental‑health days, summer Fridays, 13 paid holidays, and up to 16 weeks of fully paid parental leave. Learning & Development Unlimited access to Coursera, O’Reilly, and other L&D platforms; two additional PTO days dedicated to professional growth; bi‑annual performance reviews; leadership training programs. Culture & Community Virtual team‑building events, in‑person meet‑ups, friendly competitions, and celebratory gatherings to foster connection across the distributed workforce. Equity Opportunities Eligible for stock options, aligning personal success with arenaflex’s long‑term growth. Career Growth & Development arenaflex is committed to nurturing talent from within. As a Mid‑Market Customer Success Manager, you will have clear pathways to senior CSM roles, team leadership positions, or strategic account management tracks. Our internal mobility program encourages cross‑functional experiences, allowing you to deepen expertise in product, sales, or operations while expanding your professional network. Work Environment & Culture at arenaflex Our culture is built on four core values resilience, transparency, ownership, and customer devotion. We champion an inclusive environment where diverse perspectives drive innovation. arenaflex’s distributed model empowers employees to work where they thrive, while our intentional rituals—such as “No Internal Meeting Fridays” and regular virtual coffee chats—ensure collaboration remains personal and purposeful. Interview Process We aim for a transparent, candidate‑friendly interview experience. The typical process includes 30‑minute conversation with a member of the Talent Team. One‑hour Zoom interview with the hiring manager. Skills assessment (up to 2 hours) focused on real‑world scenarios. Peer interviews with multiple team members to assess cultural fit. Final discussion(s) with senior leadership. We understand that each candidate’s journey is unique, and we remain flexible to accommodate scheduling needs. How to Apply If you are passionate about helping customers succeed, eager to work with cutting‑edge SaaS technology, and ready to make a measurable impact on the public relations landscape, we want to hear from you. Click the link below to submit your application and start your next career chapter with arenaflex. Apply Job! Join arenaflex – Shape the Future of Earned Media At arenaflex, your work will directly influence how thousands of organizations worldwide communicate their stories and build lasting trust with their audiences. We invite you to bring your expertise, curiosity, and enthusiasm to a team that values every voice and rewards bold ideas. Apply today and become a catalyst for success in the evolving world of public relations. ``` Apply for this job
