Chief Customer Officer

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Arbiter

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1984

📚 Education

⚽ Sports

☁️ SaaS

💰 Debt financing on 2020-03

Education • Sports • SaaS

Arbiter is a connected software platform for K–12 sports and activities that centralizes registration, rostering, event and game scheduling, facilities management, official assignment, eligibility tracking, payments (Arbiter Pay), and communications in one system. The company supports schools, assigners, associations, and governing bodies with tools to reduce manual work, enforce compliance and eligibility rules, process secure online payments and 1099s, run background checks, and provide reporting and visibility across districts and statewide organizations. Arbiter emphasizes time savings for administrators and athletic staff and has served the K–12 and officiating ecosystem for over 40 years.

📋 Description

• Develop and execute an innovative post-sale strategy across onboarding, customer support, implementation, customer success, and account management • Oversee and lead implementation, customer success, support, and services teams • Drive a client-centric onboarding and support approach that ensures successful product adoption • Align the customer function with company strategic goals and foster innovation and excellence • Introdu technologies, methodologies, and best practices to improve team efficiency and client satisfaction • Improve SaaS metrics including net-revenue retention, retention, share-of-wallet, and value delivery supporting price increases • Explore, validate, and implement strategies to increase top-line performance within the customer base • Develop and track KPIs for client onboarding, success, and support using data-driven insights • Transform onboarding into a differentiator in the education software market • Represent the customer voice and integrate feedback into product development and support strategies • Implement enterprise SaaS strategies to accelerate client time-to-value • Lead scaling of $45M+ B2B SaaS organizations through major growth inflection points • Evaluate and develop team talent and build a high-performing, client-focused organization • Partner with Product, Sales, and Engineering to align implementation strategies and ensure seamless handoffs • Collaborate with the Executive Leadership Team on implementation and support strategies • Set a vision, communicate effectively, and empower people across the organization

🎯 Requirements

• Minimum of 8 years of customer operations experience • At least 5 years in a senior leadership role within the B2B SaaS industry • Experience working in a private equity-backed environment • Understanding of private equity-backed business dynamics and expectations • Demonstrated success as a change agent in a high-growth B2B SaaS company • Experience with a customer base including enterprise, mid-market, and SMB segments • Strong leadership and team management skills • Ability to inspire and motivate a diverse team • Excellent analytical and problem-solving abilities • Data-driven approach to decision-making • Exceptional verbal and written communication skills • Ability to convey complex ideas to various audiences • Bachelor's degree in Business or a related field