Customer Success Manager

About Arena:

Arena is a startup created in Silicon Valley with a mission to build communities for creators, publishers and brands with the power of AI. Companies using Arena include Disney, Reuters, Fox, Red Bull and NFL. We have +2,000 customers in 150 countries, with +50M users having conversations on Arena every month and engaging with our AI tools.

We are a Series A company backed by top-tier investors such as CRV, Redpoint and Craft Ventures. Arena offers a unique work environment and the chance to collaborate with diverse teammates across multiple countries, with a culture of ownership, autonomy, and high performance.

Arena is expanding its AI product portfolio with MyAvatar.AI, a multimodal platform that enables users to create intelligent, personalized AI avatars through voice, video, and conversational interfaces.

Sometimes you're stuck in a customer success role where you're focused on solving tickets instead of building relationships and driving customer outcomes. If you enjoy understanding customers, solving business problems, and turning relationships into long-term value — then Arena is the company you're looking for.

About the Role:

We’re looking for a Customer Success Manager to help our customers maximize the value they get from Arena.

You’ll work across the full customer lifecycle — from onboarding and adoption to retention, renewals, and expansion — while partnering closely with Sales, Product, Engineering, and Support. This is a highly collaborative and hands-on role. As part of a growing Customer Success organization, you’ll also have the opportunity to help build and improve our CS processes, playbooks, and success metrics.

What you will be doing:

• Own a portfolio of customers and build strong, long-term relationships with key stakeholders.
• Lead onboarding, adoption, and customer success initiatives throughout the customer lifecycle.
• Understand customer goals and translate them into clear success plans and actionable next steps.
• Monitor customer health, adoption, and engagement to proactively identify risks and opportunities.
• Drive retention, renewals, and expansion opportunities in partnership with Sales.
• Work closely with Product, Engineering, and Support to solve customer problems and communicate product feedback.
• Conduct regular customer meetings, business reviews, and QBRs with key stakeholders.
• Help build and improve Customer Success processes, playbooks, and success metrics.

Must-Have Experience:

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably in B2B SaaS.
• Experience managing the customer lifecycle, including onboarding, adoption, retention, and renewals.
• Strong business acumen and ability to understand customer goals and identify opportunities and risks.
• Excellent communication and stakeholder management skills across both technical and business audiences.
• Strong organizational skills and ability to manage multiple customers and priorities simultaneously.
• Experience working cross-functionally with Sales, Product, Engineering, and Support teams.
• Fluent English, both written and spoken, with confidence communicating with native English speakers on a daily basis.

Nice-to-Have Experience:

• Experience with enterprise customers, global brands, publishers, media, sports, or creator-focused businesses.
• Experience with SaaS, MarTech, AdTech, Creator Economy, or AI products.
• Experience with Salesforce or other CRM platforms.
• Technical curiosity and familiarity with APIs, integrations, and web technologies.
• Experience building Customer Success processes or playbooks in a startup environment.

We also have some sweet perks like:

🔥 Be a part of the team in Silicon Valley and join a global team.
💪 A team of exceptional engineers leading the cutting-edge AI Agents.
💶 Competitive salary package & benefits.
⛱️ 4 weeks of paid time-off.
📖 Learning and Development budget.
🚀 Key moment to join Arena in terms of growth and opportunities.
💻 Ability to put your stamp on real-world AI applications that serve millions of users.
📚 Fast-learning environment, entrepreneurial and strong team spirit.
🌍 Multiple nationalities: cosmopolite & multi-cultural mindset.
💆‍♀️ Our people matter, work-life balance is important at Arena.