Experienced Full Stack Customer Success Manager – Retail Security and Loss Prevention

At arenaflex, we're on a mission to revolutionize loss prevention in the retail industry. Using cutting-edge visual AI and manual reviewers, we help retailers detect theft in over 15,000 markets across the United States. From Fortune 500 giants to local businesses, our impact is far-reaching. As a fully remote, rapidly growing team, we're excited to invite top talent worldwide to join us in reshaping the future of retail security.

About the Role

We're seeking a data-driven Customer Success Manager to lead our key account relationships, manage a growing customer success team, and drive measurable business outcomes. In this pivotal role, you'll be responsible for defining and executing our customer success strategy, focusing on retention, expansion, and delivering exceptional value to our mid-level and enterprise retail clients. You'll serve as the central hub connecting multiple departments while relentlessly pursuing KPIs that demonstrate ROI for our clients and identify growth opportunities.

Responsibilities

As a Customer Success Manager at arenaflex, you'll be responsible for:

• Leading, mentoring, and developing a team of Customer Success Managers to achieve defined KPIs and metrics
• Owning key performance indicators including retention rate, expansion revenue, and customer satisfaction scores
• Personally managing 3-5 strategic enterprise accounts (approximately 50% of your time)
• Developing data-driven account strategies to maximize client ROI and identify growth opportunities
• Conducting quarterly business reviews that clearly demonstrate value and quantify success metrics
• Serving as the central liaison between clients and internal teams (Product, Engineering, Sales, Implementation)
• Creating and tracking comprehensive customer health metrics that predict retention risk
• Proactively identifying and executing expansion opportunities through data analysis
• Implementing early warning systems to identify at-risk accounts before they become problematic
• Championing the voice of the customer by communicating enhancement requests to product teams
• Working closely with Sales on account expansion strategies and renewals

Requirements

To be successful in this role, you'll need:

• 4+ years of proven Customer Success experience, with 3+ years in Mid-Level or Enterprise Customer Success
• At least 1 year managing customer success teams and developing team members
• Demonstrated ability to define, track, and achieve customer success metrics and KPIs
• Exceptional analytical skills with experience using data to drive strategic decisions
• Strong business acumen with the ability to understand and communicate client ROI
• Excellence in problem-solving, strategic thinking, and proactive customer engagement
• Proven track record of meeting or exceeding retention and expansion targets
• Bachelor's degree in Business, Marketing, or related field
• Strong communication skills and ability to work effectively in a hybrid environment

Nice to Have

While not required, the following skills and experiences would be beneficial:

• Experience in loss prevention, retail technology, or SaaS industries
• Previous experience managing key accounts or strategic partnerships
• Proficiency with CRM platforms, BI tools, and customer success software
• Background in implementing customer success programs from the ground up

Why Join arenaflex?

At arenaflex, we offer a competitive compensation package, including:

• $55-$70K base salary
• Performance-based incentives with an OTE of $110K
• Career advancement opportunities in a rapidly growing organization
• Flexible work arrangement balancing office collaboration with remote work with some opportunity to travel
• The chance to be part of a mission-driven team reshaping retail security with cutting-edge AI technology

How to Apply

Ready to revolutionize retail security and drive customer success for some of our biggest clients? Apply now at: https://jobs.ashbyhq.com/arenaflex/5468f44a-20d9-4ac0-8c19-bb2ad5dfa782

About arenaflex

arenaflex is a rapidly growing organization dedicated to revolutionizing loss prevention in the retail industry. With a team of experts in visual AI and manual reviewers, we help retailers detect theft in over 15,000 markets across the United States. Our mission is to provide cutting-edge technology and exceptional customer service to our clients, helping them to reduce losses and increase profitability.

Work Environment and Culture

As a remote team, we value flexibility and autonomy. Our team members work from the comfort of their own homes, with regular virtual check-ins and team meetings to ensure everyone stays connected and aligned. We prioritize open communication, collaboration, and continuous learning, and we're committed to creating a positive and inclusive work environment.

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our team members' growth and development. We offer regular training and development opportunities, including workshops, conferences, and online courses. We also encourage our team members to take ownership of their careers, with opportunities for advancement and professional growth.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a base salary, performance-based incentives, and a comprehensive benefits program. Our benefits package includes health insurance, retirement savings, and paid time off, as well as access to a range of perks and discounts.

Conclusion

If you're a motivated and results-driven professional with a passion for customer success and retail security, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a mission-driven organization that's revolutionizing the retail industry. Apply now and take the first step towards a rewarding and challenging career with arenaflex. Apply for this job