Experienced Manager, Customer Success, SMB - Dedicated

Join arenaflex, a leading provider of innovative solutions for the restaurant industry, as we continue to revolutionize the way restaurants operate, increase sales, engage guests, and keep employees happy. As a Manager of Customer Success, you will play a critical role in driving customer value, protecting revenue, and creating raving fans and successful restaurants.

About arenaflex

arenaflex is driven by a passion for helping restaurants succeed in an ever-changing industry. Our all-in-one restaurant platform provides a comprehensive solution for restaurants to operate their business, increase sales, engage guests, and keep employees happy. With a focus on customer success, we strive to create a seamless experience for our customers, from onboarding to ongoing support.

The Customer Success Team

The Customer Success team at arenaflex is dedicated to maximizing customer value and protecting revenue. As a Manager of Customer Success, you will lead a team of Customer Success Managers who are well-versed in all things arenaflex and the customer journey. Your team will be responsible for helping customers successfully navigate the go-live process and get the most value from the arenaflex platform.

Responsibilities

As a Manager of Customer Success, you will be responsible for:

• Managing a team of 6-8 CSMs to provide the best-in-class customer experience while exceeding growth and retention goals.
• Working closely with cross-functional partners in New Business, Onboarding, and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for regional growth.
• Collaborating with cross-functional partners in Product, Care, Education, and Pro Services to drive the highest levels of customer success throughout the post-live customer journey.
• Building, iterating, and streamlining playbooks, processes, and workflows.
• Developing and implementing innovative ways to work smarter and scale the team.
• Managing the use of Salesforce and all related applications across all team members.
• Implementing and improving reports, dashboards, automated emails, surveys, and more.
• Constantly identifying new and improved ways to deliver delight across customers.
• Acting as a point of escalation for customer concerns and acute issues.
• Being an ambassador for the arenaflex culture, helping to ensure a high bar for performance and a trusting, collaborative, and fun environment.

Requirements

To be successful in this role, you will need:

• 5+ years of experience in Customer Success in the SaaS industry.
• 2+ years of experience successfully leading and managing teams or cross-functional initiatives.
• Experience leading large process improvement projects.
• Excellent communication, interpersonal, and writing skills.
• A love for developing people in a high-growth environment.
• Enthusiasm about technology with demonstrated technical aptitude.
• Strong project management skills and an ability to multitask.
• Creative, analytical, and execution-oriented.
• Ability to effectively operate both strategically and tactically.

Special Sauce

While not essential, the following skills are a plus:

• Consulting experience, especially in the hospitality industry.
• arenaflex Product knowledge.

Our Spread of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet arenaflexers' changing needs. Learn more about our benefits at [insert link].

Pay Range

The base salary range for this role is $95,000-$152,000 USD. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).

Diversity, Equity, and Inclusion

At arenaflex, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out [insert link].

Apply Today!

arenaflex is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [insert email]. Apply to this Job

Join our team and help us revolutionize the restaurant industry!

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