About arenaflex – Pioneering Safety and Insight in Healthcare
In a world where precision, safety, and data-driven decisions are paramount, arenaflex stands at the forefront of the radiation detection and dosimetry industry. With a legacy spanning 75 years, arenaflex has matured from a venerable institution into a nimble, high‑impact organization of roughly 80 dedicated professionals. Over the past four years, we have doubled our footprint, driven by relentless innovation and a deep commitment to the healthcare ecosystem.
Headquartered in the vibrant tech hub of Austin, Texas, and with the majority of our talent concentrated in Austin, Georgetown, and Liberty Hill, arenaflex blends the energy of a start‑up with the wisdom of a seasoned market leader. We serve a diverse portfolio of customers—including hospitals, integrated delivery networks (IDNs), large veterinary enterprises, and dental service organizations (DSOs)—providing them with state‑of‑the‑art radiation detection solutions that safeguard patients, staff, and the environment.
Our mission is simple yet profound: to enable safer clinical environments through accurate, reliable detection technology while delivering an unmatched customer experience. As we continue to expand, our success hinges on leaders who can champion both revenue growth and lasting partnerships. This is where you come in.
Position Overview – Lead the Customer Success Journey
arenaflex is seeking a dynamic Director of Customer Success to lead, scale, and elevate our Customer Success organization. Reporting directly to the Vice President of Customer Success and sitting on the senior leadership team, you will be the strategic architect of the end‑to‑end customer journey—from onboarding to renewal, expansion, and advocacy. Your mandate will be to drive retention, maximize Net Revenue Retention (NRR), and cultivate deep, trust‑based relationships with our most valuable accounts.
Key Responsibilities
- Strategic Vision & Impact: Design and execute a comprehensive Customer Success strategy that aligns with arenaflex’s broader business objectives and reinforces our reputation for world‑class service.
- Data‑Driven Optimization: Leverage advanced analytics, usage metrics, NPS, CSAT, and other leading indicators to proactively identify risk, uncover upsell opportunities, and continuously refine the customer experience.
- Customer Journey Design: Build, document, and iterate scalable processes and playbooks for every lifecycle touchpoint, including executive sponsor programs, success plans, Quarterly Business Reviews (QBRs), and Executive Business Reviews (EBRs).
- Renewal & Expansion Management: Own the renewal process, ensuring high retention rates while systematically identifying and executing upsell and cross‑sell initiatives that drive incremental revenue.
- Team Leadership & Development: Recruit, mentor, and inspire a high‑performing Customer Success team. Establish clear career pathways, foster a culture of continuous learning, and implement robust performance management practices.
- Performance Metrics Ownership: Define, track, and report on critical KPIs such as upsell velocity, churn, NRR, NPS, CSAT, time‑to‑onboard, and QBR efficacy. Provide weekly executive reporting to the VP of Customer Success.
- Customer Advocacy: Serve as the internal voice of the customer, influencing product roadmaps, pricing strategies, and service enhancements. Directly engage with arenaflex’s strategic accounts to resolve escalations and deepen partnerships.
- Cross‑Functional Collaboration: Partner with Marketing, Sales, Product, and Engineering to craft compelling case studies, success stories, and thought‑leadership content that fuels pipeline generation.
- Change Management: Navigate periods of rapid growth and organizational change while maintaining focus on client outcomes and team morale.
Essential Qualifications
- Minimum of 5+ years in senior leadership roles within Customer Success, Account Management, or closely related functions, preferably in the healthcare, veterinary, dental, or radiation detection space.
- Proven track record of building and scaling high‑performing Customer Success teams in fast‑growing companies.
- Entrepreneurial mindset with a “lead‑from‑the‑front” attitude; ability to inspire, motivate, and hold teams accountable.
- Strong analytical capabilities—comfortable extracting insights from complex data sets and turning them into actionable strategies.
- Exceptional communication and influencing skills, with experience presenting to C‑level executives and board members.
- Deep expertise in account planning, negotiation, and complex contract management.
- Demonstrated ability to manage multiple high‑impact projects simultaneously while maintaining meticulous attention to detail.
- Self‑directed, results‑oriented, and adaptable in a dynamic environment.
- BS degree or equivalent; advanced degree is a plus.
Preferred Skills & Experience (Bonus Points)
- Hands‑on experience with HubSpot, Salesforce, or comparable CRM platforms for pipeline and account management.
- Background in healthcare, veterinary, dental, or radiation detection industries, with an understanding of dosimetry products and services.
- Prior exposure to regulated environments and compliance frameworks related to medical device safety.
Core Competencies for Success
- Customer‑Centric Leadership: Ability to champion the customer’s perspective across the organization.
- Strategic Thinking: Vision to align Customer Success initiatives with corporate growth objectives.
- Data Fluency: Comfort with dashboards, statistical analysis, and predictive modeling.
- Team Builder: Talent for recruiting, coaching, and retaining top‑tier professionals.
- Negotiation & Influence: Skilled at securing favorable outcomes while preserving long‑term relationships.
- Adaptability: Thrives in fast‑changing environments and embraces continuous improvement.
Why Join arenaflex? – Culture, Growth, and Benefits
Purpose‑Driven Culture: At arenaflex, every employee contributes to a mission that directly protects patients and healthcare workers. Our culture emphasizes collaboration, accountability, and an unwavering commitment to excellence.
Career Acceleration: As a senior leader, you will have direct influence over company strategy, a clear path to further executive roles, and access to mentorship from seasoned industry veterans.
Learning & Development: We invest heavily in professional growth—offering tuition reimbursement, leadership development programs, industry conference attendance, and internal workshops on emerging technologies and best practices.
Competitive Compensation: A market‑leading salary package, performance‑based bonuses tied to retention and expansion metrics, and equity participation for long‑term value creation.
Comprehensive Benefits: Medical, dental, vision, 401(k) with company match, generous PTO, paid parental leave, wellness stipend, and flexible hybrid work arrangements (Georgetown, TX office hub, with remote flexibility).
Innovative Environment: Work alongside top engineers, product innovators, and data scientists who are shaping the future of radiation detection technology.
Work Environment – Georgetown, TX (Hybrid)
arenaflex’s Georgetown campus offers a modern, collaborative workspace equipped with state‑of‑the‑art meeting rooms, quiet focus zones, and vibrant break areas. While we celebrate in‑person teamwork, we also recognize the value of flexibility; a hybrid schedule allows you to balance on‑site collaboration with remote productivity.
Application Process
If you are a strategic leader with a passion for customer advocacy, a knack for turning data into growth, and the desire to make a tangible impact on the health and safety of hospitals, veterinary clinics, and dental practices, we want to hear from you.
Take the next step in your career and help shape the future of customer success at arenaflex. Apply Now!
Join arenaflex – Where Your Success Fuels Our Mission
At arenaflex, your leadership will be the catalyst that transforms complex customer relationships into lasting partnerships. Together, we will safeguard lives, drive innovation, and achieve extraordinary business results. Ready to lead the charge? Submit your application today and become an integral part of our high‑impact team.