Strategic Customer Success Manager – Academic & Research Solutions, SaaS Adoption & Retention Specialist

About arenaflex – Pioneering Predictive Cloud Solutions for Economic Insight

arenaflex is a market‑leading provider of predictive cloud software that empowers consultants, government agencies, academic researchers, economic development organizations, and forward‑thinking enterprises to quantify and leverage economic impacts. With a legacy spanning more than three and a half decades, arenaflex has transitioned from a traditional on‑premise platform to a modern, scalable cloud ecosystem that serves over 1,000 satisfied customers worldwide. Our mission is simple yet ambitious: to enable sustainable economic growth by delivering data‑driven insights that are both actionable and easy to use.

As we embark on the next phase of rapid expansion, arenaflex is seeking a dynamic, client‑focused professional to join our Customer Success team. This role is pivotal in ensuring that our academic and research customers not only adopt our software seamlessly but also achieve measurable outcomes that reinforce the value of arenaflex’s solutions.

Role Overview – Why This Position Matters

The Customer Success Manager (CSM) will serve as the primary advocate for a portfolio of academic institutions, research centers, and related organizations. You will be the trusted advisor who guides new users through onboarding, drives product adoption, and cultivates long‑term relationships that translate into high renewal rates and expansion opportunities. Your expertise will directly influence arenaflex’s reputation for excellence and will help shape the future of economic modeling education.

Key Responsibilities – What You’ll Do Every Day

• Subject‑Matter Expertise: Become the go‑to authority on arenaflex’s data sets, analytical tools, and cloud platform, especially as they pertain to academic research and teaching.
• Onboarding & Orientation: Design and deliver personalized onboarding experiences for new academic customers, ensuring they can confidently navigate the arenaflex software and apply it to real‑world projects.
• Relationship Management: Build and nurture strong, multi‑level relationships—from faculty members and graduate students to department chairs and university administrators—tailoring communication to each stakeholder’s needs.
• Retention & Renewal: Own the renewal pipeline for your assigned accounts, proactively addressing concerns and demonstrating ROI to achieve and exceed target retention metrics.
• Analytical Support: Provide expert guidance on complex economic analyses via phone, email, video conference, and the arenaflex ticketing system, helping clients translate data into compelling narratives.
• Opportunity Identification: Spot upsell and cross‑sell opportunities, collaborating with the Sales and Product teams to expand the footprint of arenaflex within each institution.
• Cross‑Functional Partnership: Act as the voice of the customer in product development, marketing, education, and data teams, ensuring that feedback loops drive continuous improvement.
• Project Coordination: Juggle multiple concurrent initiatives—such as new feature rollouts, training webinars, and research collaborations—while maintaining a high level of organization and attention to detail.

Essential Qualifications – What You Must Bring

• A Master’s degree (or near completion) in Economics, Business, Economic Development, Public Policy, Urban Studies, or a closely related discipline.
• Demonstrated ability to master complex software platforms and translate technical concepts into clear, actionable guidance for non‑technical audiences.
• Exceptional logical reasoning, problem‑solving, and conceptual thinking skills, with a track record of delivering accurate analytical solutions.
• Proven experience communicating effectively with professors, researchers, and university staff, both verbally and in writing.
• Strong multitasking capabilities—comfortably managing several software tools, client inquiries, and project timelines simultaneously.
• Self‑directed work ethic with the ability to prioritize tasks independently while thriving in a collaborative, fast‑paced environment.
• Fluency in English and proficiency with Microsoft Office, Google Workspace, and common video‑conferencing platforms.

Preferred Qualifications – Nice‑to‑Have Experience

• Previous experience in a SaaS Customer Success, Sales, or Support role, preferably within the higher‑education or research sector.
• Familiarity with input‑output modeling, social accounting matrices, or direct experience using arenaflex’s software suite.
• Hands‑on experience with CRM and support tools such as Salesforce, Zendesk, and product analytics platforms like Pendo.
• Comfort using web‑meeting solutions (RingCentral, Zoom, Microsoft Teams, Google Meet) to conduct virtual trainings and workshops.
• Additional language skills that enable communication with international academic partners.

Core Skills & Competencies – How You’ll Succeed

• Customer‑Centric Mindset: A genuine passion for helping clients achieve their goals and a relentless focus on delivering value.
• Communication Excellence: Ability to craft clear, concise, and compelling messages—whether drafting an email, presenting a webinar, or writing documentation.
• Analytical Acumen: Strong research abilities and comfort navigating large, complex data sets to provide insightful recommendations.
• Sales Savvy: Confidence in identifying growth opportunities and articulating the business case for additional arenaflex solutions.
• Collaboration & Influence: Skill in partnering across product, education, marketing, and data teams to champion the customer’s perspective.
• Adaptability: Willingness to embrace change, learn new features quickly, and thrive in an environment that evolves with market demands.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Success Manager, you will have access to:

• Structured mentorship programs with senior leaders in Customer Success and Product Management.
• Continuous learning resources, including industry conferences, certification courses, and internal workshops on economic modeling, SaaS best practices, and data analytics.
• Clear promotion pathways—from CSM to Senior CSM, Team Lead, and eventually Director of Customer Success or Product Strategy roles.
• Opportunities to contribute to product roadmap discussions, giving you a voice in shaping the next generation of arenaflex’s cloud platform.

Work Environment & Culture at arenaflex

Our workplace is built on collaboration, curiosity, and a shared commitment to impact. Highlights include:

• Flexible Hours & Early Fridays: A standard workweek that ends at 3 p.m. on Fridays, allowing you to recharge and maintain work‑life balance.
• Modern Office Spaces: Open‑plan work areas, comfortable breakout zones, and a stocked kitchen with free snacks and drinks.
• Team‑Centric Social Events: Regular outings, virtual coffee chats, and community service initiatives that foster camaraderie.
• Diverse & Inclusive Culture: A commitment to equity, belonging, and continuous improvement, ensuring every voice is heard.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your health, wealth, and well‑being:

• Comprehensive medical, dental, vision, short‑ and long‑term disability, and basic life insurance coverage.
• Flexible Spending Accounts (FSAs) for healthcare and dependent care.
• 401(k) retirement plan with generous company match to help you build long‑term financial security.
• Gym membership reimbursement to encourage an active lifestyle.
• Paid Time Off (PTO) plus ten company‑paid holidays, plus the early‑Friday schedule for an extended weekend.
• Professional development stipend for conferences, certifications, and continuing education.

How to Apply – Join arenaflex’s Mission‑Driven Team

If you are ready to make a tangible difference in the academic and research community while advancing your career with a forward‑thinking, cloud‑centric organization, we want to hear from you. Submit your resume, a cover letter that highlights your relevant experience, and any supporting materials that showcase your analytical and customer‑success expertise.

Take the next step toward a rewarding future with arenaflex. Apply Now!