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.