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Director, Customer Success

Customer Success | Foster City, CA | Full Time

Job Description
  • Are you a Leader who builds a world-class team, whose passion is putting customers front and center?
  • Do you find it exciting to build fast growing teams to drive engagement with our customers?
  • Is your #1 goal to have the best customer retention in the industry?
  • Do you love advocating for the customer and being their “voice” in both the business and marketplace?

If you answered “Yes”, then the Director of Customer Success at Arena Solutions, Inc. may be for you! Arena Solutions is a growing Product Lifecycle Management (PLM) company whose passion is to make our customers happy through SaaS technology that can be implemented quickly, easy to use and will bring the cost of operating their business down.

What You Will Do

  • Recruit and retain top industry and customer success talent
  • Act as a thought leader and domain expert within the customer community
  • Develop and manage customer portfolio dashboards and report key health measures
  • Interact with Sales, Product, Engineering, Support, Services, Finance and Executive teams to drive positive change on behalf of our customers
  • Align with Sales on expansion and retention strategies and processes
  • Aggregate customer feedback into themes and focus areas and make recommendations on actionable feedback
  • Work closely with Marketing to drive customer marketing campaigns to increase education/adoption across the Arena customer portfolio

What You Need

  • Strong PLM/QMS domain expertise along with a clear understanding of high tech and medical device product development processes
  • Superior communication and presentation skills
  • Customer centric work ethic
  • B2B SaaS experience and understanding of SaaS business metrics
  • Exceptional cross-organizational team building skills
  • 10+ years of relevant work experience, with 3 years in a people management role
  • Bachelor’s degree or equivalent
  • Experience with Salesforce/Gainsight a plus