Experienced Customer Success Manager – SMB Merchant Partnership Growth and Retention

About arenaflex

At arenaflex, our mission is to empower local economies by providing innovative solutions that connect consumers with their favorite merchants. As a technology and logistics company, we're committed to making a positive impact on the communities we serve. Our team is passionate about delivering exceptional customer experiences, and we're looking for a talented Customer Success Manager to join our Inside Account Management team.

About the Role

We're seeking an experienced Customer Success Manager to lead the retention, engagement, and overall satisfaction of our SMB merchant partners. As a key member of our team, you'll cultivate strong relationships with business owners, help them achieve their revenue goals, and ensure high levels of satisfaction and retention on a book of accounts. You'll work closely with our Inside Sales Manager to develop and execute strategies that drive growth and success for our merchants.

Key Responsibilities

* Develop and execute a comprehensive customer success strategy to drive retention, engagement, and revenue growth for our SMB merchant partners

• Build and maintain strong relationships with business owners, understanding their unique needs and goals
• Conduct regular business check-ins to identify areas for improvement and provide actionable recommendations
• Troubleshoot product-related issues and provide timely support to ensure high levels of satisfaction
• Collaborate with internal growth teams to identify new opportunities and develop targeted marketing strategies
• Deliver and present quarterly business reviews (QBRs) to review partnership success, highlight areas for revenue optimization, and plan for growth
• Reduce churn and identify new store expansion opportunities
• Make outbound dials to existing merchants to upsell on arenaflex products and marketing spend
• Establish goals and key performance indicators for current arenaflex partners
• Advise business owners on promotions and spending to achieve their revenue goals
• Communicate with merchants by phone and email on an ongoing basis to monitor and support progress toward their goals

Essential Qualifications

* 1+ years of experience in client-facing sales roles, increasing customer satisfaction, retention, and product adoption

• 1+ years of experience in sales, preferably outbound dials
• 1+ years of experience in business operations or related setting
• Experience in prior sales, account management, portfolio management, or related roles
• Experience using Salesforce or similar CRM tools
• Intermediate to proficient level of proficiency in using Google Sheets or Microsoft Excel to maintain complex spreadsheets
• Demonstrated empathy with customer needs and ability to adapt to meet their unique goals

Preferred Qualifications

* Experience working with SMB merchants or similar customer segments

• Knowledge of the food delivery or logistics industry
• Experience with data analysis and reporting
• Strong communication and presentation skills
• Ability to work in a fast-paced environment and adapt to changing priorities

Skills and Competencies

* Excellent communication and interpersonal skills

• Strong analytical and problem-solving skills
• Ability to work independently and as part of a team
• Strong attention to detail and organizational skills
• Ability to prioritize tasks and manage multiple projects simultaneously
• Strong customer service skills and ability to build strong relationships with customers
• Proficiency in using CRM software and data analysis tools
• Ability to travel as needed for in-person collaboration and training

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to supporting our employees' growth and development. As a Customer Success Manager, you'll have opportunities to:

• Develop and execute comprehensive customer success strategies
• Collaborate with internal growth teams to identify new opportunities and develop targeted marketing strategies
• Work closely with our Inside Sales Manager to develop and execute sales strategies
• Participate in regular training and development programs to enhance your skills and knowledge
• Take on additional responsibilities and leadership roles as you grow and develop in your career

Work Environment and Company Culture

Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a positive and inclusive work environment. As a Customer Success Manager, you'll have the opportunity to:

• Work in a fast-paced and dynamic environment with a talented team of professionals
• Collaborate with cross-functional teams to drive growth and success for our merchants
• Participate in regular team-building activities and social events
• Enjoy comprehensive benefits and perks, including premium healthcare, wellness expense reimbursement, paid parental leave, and more

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• Comprehensive health insurance
• 401(k) matching program
• Paid parental leave
• Wellness expense reimbursement
• Flexible work arrangements and remote work options
• Professional development opportunities and training programs
• Access to cutting-edge technology and tools
• Collaborative and dynamic work environment

How to Apply

If you're a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to prevent discrimination and harassment in all forms. Apply for this job