Experienced Senior Customer Success Manager – Direct Sales Industry Expertise

At arenaflex, we're revolutionizing the world of Relationship Commerce, empowering merchants to turn one-time transactions into profitable recurring customer relationships. As a Senior Customer Success Manager, you'll be at the forefront of this movement, working closely with our customers to understand their business needs and deliver strategic recommendations that drive success. If you're passionate about building strong client relationships, have a deep understanding of the Direct Sales industry, and are excited about innovation and growth, we want to hear from you!

About arenaflex

arenaflex powers recurring revenue for the world's largest and most innovative retailers, including L'Oreal, Dollar Shave Club, La Colombe Coffee, Bonafide Health, BarkBox, and more. Our technology makes seamless, one-of-a-kind subscriber and membership experiences possible, turning one-time transactions into profitable recurring customer relationships. With a powerful platform that empowers merchants with highly customizable options such as flexible promotions, bundling, and analytics, we're helping merchants bolster their bottom line while making customers' lives easier.

Our Company Culture

At arenaflex, we celebrate collaboration, different perspectives, and curiosity, with the goal of getting to the right answer, no matter who came up with it. We're committed to creating a welcoming and supportive environment for all people, encouraging people with different backgrounds and experiences to join our growing team. We demand the best of ourselves and each other and never miss an opportunity to celebrate our successes.

Our Work Environment

We offer a fully flexible work-from-anywhere culture, staying connected and supporting each other are always top of mind. We build our tight-knit community through small group events like trivia night, cooking classes, and book clubs. We encourage cross-functional relationships through virtual coffees and stay close to the business through weekly team updates and quarterly all-hands meetings.

Job Summary

As a Senior Customer Success Manager, you'll be responsible for owning the post-sales experience, working directly with our customers to understand their business and partner with them to ensure their success. You'll use your consultative and relationship-building skills to deliver strategic recommendations, best practices, and expertise to our clients. We're specifically looking for candidates who have experience supporting clients in the Direct Sales industry and can bring insight into the unique needs of this vertical.

Key Responsibilities

* Develop a deep understanding of your customers' businesses, including their objectives and success criteria for a relationship commerce program and how it fits into their long-term and short-term goals

• Understand your customer's organizational landscape, identify key stakeholders, and build solid relationships with client operating partners
• Anticipate customer needs, identify key activities needed to push results, recognize interdependencies, and develop and manage project plans to ensure delivery of timely, high-quality customer programs and excellent customer service
• Educate customers on best practices and advise on strategies and tactics to steer relationship commerce program KPIs and exceed their business objectives
• Conduct comprehensive business reviews that demonstrate a deep understanding of your customer's subscription program goals and results and provide data-backed recommendations that will maximize program results
• Participate in and provide guidance for innovative cross-functional projects for your customer
• Support internal team members and share best practices to ensure that Customer Success team goals are met
• Leverage your knowledge of the Direct Sales industry to tailor strategies and communications that resonate with companies operating in this space

Essential Qualifications

* 3-6+ years of customer management/vendor management experience, ideally with some experience working in SaaS retail-tech or mar-tech

• Experience working with customers in the Direct Sales industry and familiarity with their operational models and success metrics is strongly preferred
• Experience project managing complex initiatives and campaigns from inception to launch to evaluation and optimization
• Outstanding communication, interpersonal, and presentation skills
• Experience in web-based business or retail industry experience that includes e-commerce on major platforms such as Shopify, Salesforce, BigCommerce, and Magento
• Desire to go beyond the basics and bring new ideas and thinking to arenaflex and our clients
• Optimistic, able to face challenging problems with enthusiasm, with a willingness to roll up your sleeves to get the job done
• Ability to manage competing priorities in a fast-paced environment
• Excellent work ethic, team player, resourceful, and a positive 'can-do' outlook
• Advanced skills in Google Suite
• BS/BA degree required

Preferred Qualifications

* Experience working with subscription-based businesses and familiarity with their operational models and success metrics

• Experience with data analysis and reporting, with the ability to provide data-backed recommendations to customers
• Experience with project management tools such as Asana, Trello, or Jira
• Experience with CRM software such as Salesforce or HubSpot
• Experience with data visualization tools such as Tableau or Power BI

Compensation and Benefits

* The total compensation range (base + quarterly bonus) for this role is between $140,000 and $165,000 depending on experience

• Competitive compensation (including stock options)
• Incredible, affordable benefits
• Flexible PTO
• Totally remote (anywhere in the US) workforce
• Annual personal development budget that you use for what matters to you (wellness, career development, productivity at home, etc.)

How to Apply

If you're passionate about building strong client relationships, have a deep understanding of the Direct Sales industry, and are excited about innovation and growth, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job