Director of Customer Success – Web & Cloud Application Development

At arenaflex, we're on a mission to revolutionize the healthcare industry with cutting-edge radiation detection solutions. With a rich 75-year history and a strong local presence in Austin, Texas, we've established ourselves as a trusted partner for hospitals, integrated delivery networks, and large enterprise veterinary groups. As we continue to grow and expand our customer base, we're seeking a talented Director of Customer Success to lead and scale our customer success team.

About arenaflex

arenaflex is a small, agile company with a big impact. We're passionate about delivering world-class service to our customers and driving measurable outcomes aligned with our mission, vision, and values. Our team is dedicated to fostering a culture of innovation, collaboration, and continuous learning. If you're a customer success leader with a passion for driving growth and retention, we want to hear from you.

Position Summary

We're seeking a seasoned Director of Customer Success to lead our customer success team and drive strategic initiatives that optimize the entire customer journey. As a key member of our senior leadership team, you'll be responsible for developing and implementing a customer success strategy that aligns with our overall business goals. Your focus will be on enhancing retention, renewals, and revenue growth, while building long-term partnerships with our high-value customers.

Essential Duties and Responsibilities

As our Director of Customer Success, you'll be responsible for the following key areas:

Lead with Vision & Impact

• Develop and implement a customer success strategy aligned with overall business goals and a commitment to world-class service for hospitals, enterprise, and other large customers.
• Leverage data-driven insights to optimize customer journeys and proactively address challenges.
• Foster a company-wide culture of Customer Success.

Define and Optimize the Customer Journey

• Develop, implement, and continuously refine scalable processes and playbooks while overseeing key lifecycle touchpoints, including executive sponsor programs, success plans, QBR/EBR processes, and feedback mechanisms (usage, NPS, CSAT) to drive a holistic, customer-centric experience.
• Own the renewal process, maintaining high retention and identifying opportunities for upselling and expansion.
• Standardize presentation materials for lifecycle playbooks and touchpoints.
• Identify opportunities to improve the customer experience and demonstrate the ROI delivered by arenaflex.

Recruit, Mentor, and Develop a World-Class Team

• Inspire and develop the Customer Success team by cultivating an environment of continuous learning, accountability, and collaboration.
• Lead by example through training, mentoring, and clear career path development, including defining customer segmentation and team structure.

Own and Exceed Key Performance Metrics

• Drive and report on key indicators, including upsells, retention, renewals, NRR, NPS, CSAT, and operational metrics such as time to onboard and effective QBRs/EBRs.
• Manage the financial model for the team, including cost projections, new hires, and revenue forecasts.
• Establish clear performance metrics and regularly review them to drive actionable improvements, reporting weekly to the VP of Customer Success.

Be the Customer Advocate

• Represent customer interests internally, influencing strategic discussions and decisions that benefit both clients and the company.
• Engage directly with arenaflex's strategic customers, supporting calls and managing escalations through a structured process.
• Collaborate with Marketing to create compelling case studies and success stories that underscore our impact and fuel growth.

Adaptability and Leadership

• Navigate periods of growth and change while maintaining a focus on client success and team engagement.
• Act as a strategic leader by driving alignment across teams and ensuring seamless customer experiences.
• Embrace a growth mindset and lead innovation across the organization.

Candidate Requirements

* Possess a minimum of 5+ years in leadership roles with direct experience in Customer Success, Account Management, or a related discipline.

• Leadership experience with the capacity to influence, experience in hiring, mentoring, training, and motivating high-performing teams.
• Entrepreneurial and "lead from the front." You're a proven leader and motivator, with deep experience leading fast-growing organizations. You drive results and outcomes while balancing empathy and a people-first culture.
• Exhibit strong critical thinking and an analytical mind with the demonstrated ability to make data-driven decisions.
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level.
• Strong account planning and management skills, including mature negotiation skills.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Must be self-directed and self-motivated.
• Superior professional presence and business acumen.
• Ability to adapt to a frequently changing and growing environment, which may result in changed priorities or changed job duties.
• BS degree or equivalent.

Minimum Qualifications (Knowledge, Skills, and Competencies for Success)

* Entrepreneurial spirit: You are passionate about winning in the market and you are self-sufficient and can take initiative.

• Ability to work proactively and independently in a fast-paced environment, with a focus on continuous improvement.

Bonus Points If

* Has direct HubSpot or Salesforce experience

• Background in healthcare, veterinary, dental, or radiation detection industries.
• Familiarity with dosimetry products and services.

Location

Georgetown, TX (hybrid)

What We Offer

* Competitive salary and bonus structure

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Professional development opportunities
• Collaborative and dynamic work environment

How to Apply

If you're a customer success leader with a passion for driving growth and retention, we want to hear from you. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply for this job