Experienced Full Stack Customer Success Manager – Event Planning Funded SaaS

Are you a customer-centric professional with a passion for the events and hospitality industry? Do you thrive in fast-paced, entrepreneurial environments with opportunities for growth and advancement? Look no further! arenaflex, a revolutionary SaaS company, is seeking an experienced Full Stack Customer Success Manager to join our growing team.

About arenaflex

arenaflex is a fast-growing, $3M seed-funded B2B SaaS startup that is transforming the way event professionals source and book venues. Our platform streamlines and simplifies event booking management in real-time for event planners, hospitality professionals, and Destination Marketing Organizations (DMOs). With a user base of 150K+ hotels, including industry leaders like Marriott, Hilton, and Hyatt, we're poised for explosive growth.

Company Culture

At arenaflex, we value accountability, an ownership mindset, and a data-driven approach. Our collaborative team is where each person's contributions directly impact our success. We're scaling fast, and micromanagement doesn't exist here. You'll have the freedom to think outside the box, bring fresh ideas, and get creative with your processes. You'll work closely with our founders and C-Suite, allowing you to make a real difference and be part of strategic decisions.

Benefits

* Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental.

• Maternity Leave: Support for growing families.
• Future 401K Plan: Coming soon!
• Quarterly Meetups: Connect and collaborate in person with the team.
• Remote work budget and opportunities for leadership advancement.

Job Description

We're seeking a detail-oriented, people-first Customer Success Manager to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. You'll be a key touchpoint for both planners and hotels, helping troubleshoot issues and ensuring timely engagement from all parties.

Responsibilities

* Hotel Onboarding & RFP Management: + Proactively reach out to hotels that need to join our platform to respond to planner RFPs. + Follow a proven script and onboarding process, adapting when needed. + Track and maintain consistent follow-ups with hotels. + Maintain and update hotel contact information and associate hoteliers with their properties. + Monitor RFP response rates and identify/prioritize overdue RFPs. + Facilitate communication between hotels and planners. + Work with various stakeholders, including hotel staff, sales managers, and planners, while maintaining organization-wide communication standards.

• Customer Support:

+ Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone. + Update and improve existing support content and macros to reflect product updates. + Provide feedback to product and customer success teams to improve user experience.

• Help Center:

+ User Feedback Integration: Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content. + Collaboration: Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.

Qualifications

* 1-3+ years of experience in SaaS customer success, in a startup environment.

• Self-motivated with a track record of working well independently.
• Must be comfortable being on the phone with customers.
• Excellent communication skills, both written and verbal.
• Must be able to work in a fast-paced environment with the ability to prioritize, multi-task, perform well under pressure, meet deadlines, and work a flexible schedule.
• Excited to work in a startup environment and have a track record of being adaptable to changing priorities in a fluid, high-growth environment.
• Must be comfortable working 12 PM to 9 PM EST shift (negotiable based on time zone).
• Highly proactive beyond owning a customer support process - not an order taker.
• A clear, professional communicator, both written and verbal.
• Comfortable with learning and utilizing customer support tools, email, and chat messaging.
• Process-oriented yet adaptable in a fast-moving environment.
• Highly organized and proactive with strong follow-through.
• Experience or interest in the events/hospitality industry is a bonus.

Additional Information

At arenaflex, we're committed to providing a supportive and inclusive work environment. We offer a competitive salary range of $55,000 - $75,000 per year, as well as a comprehensive benefits package, including health coverage, maternity leave, and a future 401K plan. If you're a motivated and customer-centric professional looking for a challenging and rewarding role, we encourage you to apply.

How to Apply

If you're ready to join a revolutionary SaaS company and make a real impact, apply now! Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! Apply for this job