Experienced Customer Success Manager – Americas Remote

At arenaflex, we're revolutionizing the way people experience hospitality, and we're looking for a talented Customer Success Manager to join our team. As a Customer Success Manager, you'll be the primary point of contact for our customers in the Americas, working closely with them to ensure their satisfaction with our software and helping them achieve their business objectives.

About arenaflex

arenaflex is a remote-only and fully distributed company that's passionate about building innovative software solutions for the hospitality industry. We're a team of bold and risk-taking individuals who are committed to delivering exceptional customer experiences. Our customers love our product, and we're constantly looking for ways to improve and expand our offerings.

What You'll Be Working On

As a Customer Success Manager, your mission will be to make our customers raving fans of our product and company. You'll be responsible for:

• Customer Relationship Management: Develop and maintain strong, long-lasting relationships with assigned customers by acting as their primary point of contact, understanding their business needs, and ensuring their satisfaction with our software.
• Quarterly Business Reviews: Conduct Quarterly Business Reviews (QBRs) with assigned customers to assess the current use of the software, discuss upcoming features, and identify any challenges or opportunities for improvement.
• Product Roadmap Updates: Keep customers informed about the latest product developments, upcoming features, and how they can leverage these to achieve their business objectives. Gather feedback to influence future product enhancements.
• Upsell and Expansion Opportunities: Proactively identify and drive opportunities for customers to expand their use of our software, whether through additional features, higher-tier subscriptions, or complementary products, aligned with the customer's strategic goals.
• Customer Advocacy: Serve as the voice of the customer within the company, ensuring that customer feedback and insights are heard and acted upon by the product, support, and marketing teams.
• Performance Tracking and Reporting: Monitor customer health metrics, track the success of implemented strategies, and report on customer satisfaction and retention metrics.

The Ideal Candidate

We're looking for a highly motivated and customer-centric individual who is passionate about delivering exceptional customer experiences. The ideal candidate will have:

3+ years of experience

in Customer Success, Account Management, or a related role within a SaaS or software company.

• A

customer-centric mindset

, with a demonstrated ability to manage customer relationships and focus on understanding and meeting customer needs.

Excellent communication skills

, with the ability to explain complex concepts in a clear and concise manner.

Strong analytical and problem-solving skills

, with the ability to think strategically about customer needs and solutions.

Sales acumen

, with experience identifying upsell opportunities and a proven track record of meeting or exceeding upsell targets.

Technical proficiency

, with comfort working with software tools, understanding product functionality, and providing technical guidance to customers.

Project management skills

, with the ability to manage multiple customer accounts and projects simultaneously, with strong organizational skills and attention to detail.

Team collaboration skills

, with experience working closely with cross-functional teams, including product, support, and marketing, to deliver a seamless customer experience.

What We Offer

At arenaflex, we're committed to creating a supportive and caring team environment where you are trusted, not managed.

We offer

• A

competitive salary

between USD $63,000 - USD $97,000, depending on the cost of living in your location and the level at which you're assessed in the interview process.

• An

annualized performance bonus pool

of 40% of your salary, paid quarterly, based on quota attainment and achieved from hitting up/cross sell targets.

Extra compensation

with RSUs (through our $HOST token).

35 days off per year

, encouraged (including self-serve public holidays) and parental leave.

• For US employees:

healthcare

(including EPO, PPO and HSA), 401(k).

Mental-health and emotional support

with therapists on call through Slack by Spill.

Recognition

on Inc.’s list of Best Workplaces for 2023.

How to Apply

If you're a motivated and customer-centric individual who is passionate about delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to start working with you! Apply for this job