Senior Customer Success Manager – Enterprise Data Management & Master Data Platform Adoption (Remote US / Hybrid Atlanta, GA)

About arenaflex and the Mission Behind This Role

arenaflex exists to empower the possibilities of the data-enabled future. In a world where information drives decisions, shapes opportunities, and fuels innovation, the importance of trusted, well-governed data simply cannot be overstated. arenaflex is a growing top-tier partner specializing in data management solutions, with a particular focus on Master Data Management (MDM). Our platform helps enterprises around the world unify, govern, and operationalize their most critical data assets — turning complexity into clarity and risk into competitive advantage.

We are now hiring a Senior Customer Success Manager (CSM) to join our Customer Success organization, reporting directly to the Vice President of Customer Success. This is a high-impact, customer-facing role designed for a seasoned post-sale professional who is passionate about helping enterprise customers realize measurable, lasting business value from their data investments. Whether you are working remotely from anywhere in the United States or collaborating with colleagues in a hybrid capacity from our Atlanta, GA office, you will be a central figure in driving adoption, retention, satisfaction, and expansion across a portfolio of approximately 50 to 60 enterprise software accounts.

If you are energized by the challenge of guiding large organizations through complex technology journeys, thrive when coordinating cross-functional teams, and want to help shape how customers experience the arenaflex platform, we want to meet you.

What You Will Own – Key Responsibilities

Platform Adoption Across the Customer Journey

• Partner closely with arenafex teams, internal functions, and our value-added reseller (VAR) partners to ensure both new and existing customers are leveraging the platform to deliver tangible business outcomes such as increased revenue, decreased cost, and decreased risk.
• Serve as the day-one advocate for new customers, ensuring that project planning, kickoff, requirements documentation, implementation, and go-live remain on track. While you are not responsible for the hands-on delivery of these activities, you are the central coordinator who ensures cross-functional teams are tracking progress and that leadership is alerted to any potential risks or delays.
• For existing customers, prioritize by segment (strategic, develop, sustain) and ensure each account is optimally utilizing the arenaflex platform to realize the maximum benefit from the partnership. As needed, leverage support, professional services, partners, and leadership to ensure that arenaflex continues to deliver value as customers evolve their data strategies.

Retention and Renewals

• By ensuring customers are realizing tangible results through platform adoption, consistently exceed 95% gross retention of annual recurring revenue that is up for renewal each quarter.
• Manage business-critical escalations with composure and clarity. In software, challenges will occur. When new or existing customers experience major deployment challenges, you will serve as the quarterback to bring in the right resources, assess the situation, develop mitigation plans, and ensure those plans are executed to fully resolve the issue.
• Proactively identify and mitigate risk. By thoroughly understanding the implementation and adoption status of every account and the solution significance within the customer's environment, you will leverage cross-functional teams to help struggling customers realize their data management goals.

Customer Satisfaction and Advocacy

• Through thoughtful cross-functional coordination of arenaflex, partner, and customer resources, create enthusiastic customers who readily promote arenaflex to colleagues, peers, and the broader industry.
• Become the trusted advisor who guides customers to achieving the business outcomes that matter most to their organization. As a CSM, you are not expected to know every answer or carry out every action independently. You are expected to leverage your peers, cross-functional teams, and VAR partners to consistently meet customer expectations throughout their journey.
• Enable key stakeholders and executive sponsors within our customers to become true "Data Heros" within their own organizations. By being the reliable go-to resource who aligns cross-functional teams both internally and within the customer's account, you will unleash the power of their data and help them advance their company's strategic objectives.

Expansion and Growth Within Accounts

• Building on a strong foundation of adoption, identify additional use cases for the arenaflex platform that result in platform expansion or migration to SaaS licensing models.
• Demonstrate a fundamental understanding of core business operations across multiple industries. Leverage documented customer results and case studies to actively promote additional use cases and platform capabilities.
• Recognize high-potential or high-risk accounts and engage cross-functional resources to develop structured engagement plans. Leverage thought leaders and executives to gain access to customer executives and align arenaflex with the customer's strategic goals.

Performance Milestones – What Success Looks Like

First 30 Days

• Thoroughly digest and familiarize yourself with at least 10 existing customer case studies.
• Sit in on six customer demonstrations to deepen your product knowledge.
• Fully understand the customer segmentation model (strategic, develop, sustain) and the corresponding engagement motions for each segment.
• Invest time with your CSM peers, your VP of Customer Success, and other internal teams to research and understand the implementation and adoption status of each existing account in your territory.
• Develop a prioritized existing account engagement plan based upon customer segment.

First 90 Days

• Activate your account engagement plan and engage with 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts.
• Establish a clear cadence with existing customers based on segmentation.
• Understand and document the current utilization of arenaflex within each existing customer.
• For day-one new customers, stay fully aware of implementation status and progress toward go-live, ensuring implementation and go-live objectives are met.
• Map out key arenaflex stakeholders within each customer account and document in Salesforce.
• Understand key customer initiatives and priorities that could benefit from the platform.
• Share use cases and insights with customers to improve their understanding of how they could expand platform utilization.
• Build strong relationships across the arenaflex team — including the Presales Team, Value Consultant, Product, Support, and Strategy — to bring expertise and value to every account.

What We Are Looking For – Core Competencies

• Minimum Five Years of Customer Success Experience with enterprise software, ideally in a SaaS environment within the IT sector.
• Proven Enterprise CSM Track Record: Demonstrated experience delivering customer success to enterprise software customers, including managing 20 to 75 high-touch accounts and providing examples of helping customers navigate complex adoption journeys that resulted in documented business outcomes, customer satisfaction, and high retention.
• Execution Excellence: Demonstrable skills, experience, and results where your planning, organization, team coordination, and follow-through were pivotal to customer success. You can prioritize effectively across multiple competing priorities, ensure flawless follow-through, and escalate for assistance when needed. You have experience coordinating teams in a program management capacity to respond to critical customer escalations.
• Tenacity and Problem Solving: You have the grit to break through obstacles and barriers to ensure customers realize their desired results. Customers see you as a trusted advisor who simply gets things done.
• Foundational IT and Business Acumen: You already understand the basics of a modern enterprise IT ecosystem and have worked with customers across different industries, gaining a working understanding of how enterprise technology supports core business functions.
• Motivation and Accountability: You have no problem planning the work, working the plan, and proactively communicating your progress. You can share specific examples of times you rolled up your sleeves, took ownership, and delivered results despite obstacles.
• Kind, Humble, and Collaborative: You value and enjoy working with peers and colleagues, always ready to lend a helping hand, and instinctively go the extra mile. You are someone your peers enjoy collaborating with, spending time with, and investing in.

Why You Should Build Your Career at arenaflex

Growth on Your Terms

Through our company values, collaborative work environment, and your individual career plans, you will grow at arenaflex more than you would anywhere else. We are committed to your professional development and will partner with you to design a path that aligns with your ambitions.

A Workplace You Will Love

You will become part of an extraordinary village of professionals who want to see you progress in your career. arenaflex is continually recognized as a Top Workplace in Atlanta by the Atlanta Journal-Constitution and has received national recognition as a Great Place to Work. Our culture is something we live, not just something we print on a poster.

Retirement and Financial Wellness

arenaflex offers a 401(k) retirement plan with company match, helping you build long-term financial security.

Comprehensive Health Benefits

We offer 100% employer-paid health, dental, and vision insurance for employee-only coverage, along with competitive family health, dental, vision, and life insurance plans. We also offer employee wellness days throughout the year so you can recharge, re-energize, or simply do whatever fills your cup.

Work-Life Balance and Flexibility

arenaflex employees enjoy autonomy and flexibility. From a hybrid-friendly environment to generous paid time off, we aim to support the work-life balance you need. When you live well, we all enjoy the benefits.

Engaged Leadership

Our CEO and Executive Leadership team believe in and focus on organizational health, which supports and drives a healthy culture throughout the entire company.

How We Work – Our Core Values

• Growth Mindset: We can all learn and grow. There are no limits, and we accept mistakes as part of growing and trying new things. This is what makes work, life, and our environment both fun and rewarding.
• Constructive Candor: Everyone knows how each other feels when we leave a room. We enjoy diverse perspectives with the purpose of finding the best answer, not defending our own.
• Helpful: We feel helping our teammates and winning together is more fulfilling than accomplishing something on our own. We want things for, not from, each other.
• Get Stuff Done: We have the grit, creativity, and resilience to accomplish our goals no matter the obstacles. We deliver results, not reasons.
• Fun is Where Fun is Made: We covet the journey as much as the destination. We strive to make each other laugh along the way.

Our Commitment to Equal Employment Opportunity

Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. arenaflex is an equal employment opportunity employer. Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Please contact our People Team to discuss reasonable accommodations.

Ready to Make It Happen?

If you are an experienced customer success professional who thrives at the intersection of enterprise technology, strategic account management, and cross-functional leadership, we invite you to apply. Join arenaflex and help shape how the world's most data-driven organizations unlock the full potential of their most important asset — their data. Your expertise, your empathy, and your drive will help customers become the Data Heros of their own organizations, and your career will grow in the process. We look forward to meeting you.