Experienced Customer Success Manager – Pro Sports & Entertainment Vertical (Remote)
At arenaflex, we're revolutionizing the way businesses connect with their customers through AI-powered SMS and email marketing. As a leader in the industry, we've empowered over 8,000 leading brands to achieve hyper-personalized communication with their customers on a large scale. Now, we're seeking a driven and customer-centric professional to join our team as a Customer Success Manager with a focus on the Pro Sports & Entertainment vertical.
About arenaflex
arenaflex is the go-to solution for delivering powerful commerce experiences for consumers with the brands they love. Our growth has been recognized by Deloitte's Fast 500, LinkedIn's Top Startups, and Forbes Cloud 100, all thanks to the hard work from our global employees. We're a dynamic and innovative company that values our employees' growth and well-being. Our mission is to empower businesses to achieve unparalleled messaging performance on the channels that matter most.
Job Summary
As a Customer Success Manager with a focus on the Pro Sports & Entertainment vertical, you will have the opportunity to directly work with professional sports teams like the Anaheim Ducks and Milwaukee Bucks. You will work closely with our Sales team to help grow the vision of what success looks like for our clients, and to refine our customer success processes and playbooks. You will also coordinate cross-functionally with technical support, marketing, sales, product, and design to bridge the gap between product and customers. Your core responsibility will be working with customers as a trusted consultant, advocating for their needs, and owning customer relationships completely.
Key Responsibilities
* Cement the relationship with new and existing customers, including onboarding, integration, account growth, new product adoption, and renewals
- Help define the playbook for customers in our Pro Sports & Entertainment vertical, a unique and fast-growing use-case within our overall customer base
- Develop a "consultant" perspective to customer communications, questions, and meetings
- Lead and present at regular client meetings, both in-person and over video conference
- Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
- Work closely with the executive team to translate customer feedback into specific product requirements
Why arenaflex needs you
* You have a passion for customer success and a proven track record of driving growth and retention in the Pro Sports & Entertainment space
- You have a unique blend of business acumen, technical expertise, and interpersonal skills that enable you to build strong relationships with customers and internal stakeholders
- You are a strategic thinker who can develop and implement effective customer success strategies that drive business outcomes
- You are a collaborative team player who can work effectively with cross-functional teams to achieve common goals
- You are a lifelong learner who is always looking for ways to improve processes, products, and services
About you
* 2-4 years of account management experience required (ideally at a marketing/software company)
- Direct experience working with customers in the Pro Sports & Entertainment space
- Agile, determined, and patient – the New Verticals team experiments with new types of customer use cases and needs, which can require a level of grit from the CSM
- You have a startup/entrepreneur mindset. This role is unique as use customer cases are more nuanced and there's often a challenge to strategically build a compelling business case to get buy-in across more resource-protected areas of arenaflex
- Strong understanding in customer success techniques and strategies
- Comfortable learning new software (for design, data management, and internal tools)
- Experience navigating complex work processes, tight timelines, and changing teams
- Extremely detail-oriented and organized
- Knowledge of Salesforce or related CRM tools
- Interest in startups, software, and entrepreneurship
What we offer
* Competitive base salary range: $76,000 - $100,000 annually + bonus/commission + equity + benefits
- Opportunity to work with a dynamic and innovative company that values employee growth and well-being
- Collaborative and supportive team environment
- Flexible remote work arrangement
- Comprehensive benefits package, including health, dental, and vision insurance
- 401(k) matching program
- Generous paid time off and holidays
- Access to professional development opportunities and training
- Recognition and rewards for outstanding performance
arenaflex Company Values
* Default to Action - Move swiftly and with purpose
- Be One Unstoppable Team - Rally as each other's champions
- Champion the Customer - Our success is defined by our customers' success
- Act Like an Owner - Take responsibility for arenaflex's success
Diversity, Equity, and Inclusion
At arenaflex, we know that our company's strength lies in the diversity of our employees. We are an Equal Opportunity Employer and welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants, and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive, and equitable workplace free from discrimination, harassment, and retaliation. arenaflex is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.
How to apply
If you're a motivated and customer-centric professional who is passionate about driving growth and retention in the Pro Sports & Entertainment space, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply for this job