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.