Customer Success Manager

<h2><strong>About Arena:</strong></h2> <p>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.</p> <p>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.</p> <p>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.</p> <p>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.</p> <h2><strong>About the Role:</strong></h2> <p>We’re looking for a Customer Success Manager to help our customers maximize the value they get from Arena.</p> <p>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.</p> <h2><strong>What you will be doing:</strong></h2> <ul> <li>Own a portfolio of customers and build strong, long-term relationships with key stakeholders.</li> <li>Lead onboarding, adoption, and customer success initiatives throughout the customer lifecycle.</li> <li>Understand customer goals and translate them into clear success plans and actionable next steps.</li> <li>Monitor customer health, adoption, and engagement to proactively identify risks and opportunities.</li> <li>Drive retention, renewals, and expansion opportunities in partnership with Sales.</li> <li>Work closely with Product, Engineering, and Support to solve customer problems and communicate product feedback.</li> <li>Conduct regular customer meetings, business reviews, and QBRs with key stakeholders.</li> <li>Help build and improve Customer Success processes, playbooks, and success metrics.</li> </ul> <h2><strong>Must-Have Experience:</strong></h2> <ul> <