Experienced Customer Success Manager – Home Improvement Solutions

At arenaflex, we're revolutionizing the service commerce industry with our cutting-edge, vertically tailored SaaS solutions that empower over 600,000 global service-based businesses to accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. As a leading service commerce platform, arenaflex is seeking a talented Customer Success Manager to join our EverPro Home Improvement solution group and own our renewal and engagement customer account lifecycle.

About arenaflex

arenaflex is a leading service commerce platform that provides vertically tailored, integrated SaaS solutions to help service-based businesses thrive. Our mission is to create a seamless and convenient experience between customers and their service professionals. We specialize in Home & Field Services, Health Services, and Fitness & Wellness industries, offering end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.

Job Summary

We're looking for a seasoned Customer Success Manager to oversee teams supporting our CRM products – improveit 360 (business enterprise CRM) and MarketSharp (SMB marketing and management CRM). As a Customer Success Manager, you'll be responsible for managing customer accounts in various stages of the lifecycle and of various levels of account size, health, and usage. You'll develop strong product knowledge to implement advanced and varied types of use cases, manage accounts using applicable analytic tools and prioritization methods, and collaborate with internal teams to act as the voice of the customer and champion their needs.

Responsibilities

- Manage customer accounts in various stages of the lifecycle and of various levels of account size, health, and usage. - Develop strong product knowledge to implement advanced and varied types of use cases. - Manage accounts using applicable analytic tools and prioritization methods. - Collaborate with internal teams to act as the voice of the customer and champion their needs. - Build strong relationships with peers and colleagues from CX, Sales, Marketing, Product, and Engineering while initiating discussions and brainstorming sessions to optimize solutions for our customers. - Explain metrics clearly to customers in a way that communicates value, as well as be able to clearly communicate ROI data to a customer so they understand their ROI received. - Effectively communicate with customers during difficult situations – i.e. feature requests. - Understand and utilize the resources available for getting answers to product questions – i.e. Slack & Teams channels. - Independently connect customer goals with features/functionality in the product without the help of resources, team lead, etc. - Empower customers to own their own solutions. - Contribute to enablement resources that empower the entire Customer Success team to scale.

Skills and Experience Needed for Success in this Role

- 4+ years working in a B2B client-facing account management, support, or project management experience preferably involving SaaS services targeting SMB customers. - Comfortable leveraging software tools, CRM, email marketing, support, automation, productivity, and presentation software. - Leverages data to determine when accounts require an “off-cycle” intervention to maintain health and retain value delivery goals. - Able to identify risks and opportunities and understands what actions to take in these scenarios. - Successfully identifies and catalogs champions within customer accounts. - Appropriately leverage internal channels to seek guidance on more difficult customer circumstances. - Keeps portfolio up to date and organized, ensures accurate reporting of CS engagements in Salesforce. - Data-driven decision maker, with urgency operating in a “test and learn” environment focused on meaningful and rapid process optimization. - Track record in driving customer engagement and loyalty. - Innovative thinking and bias for action balanced with a strong customer and quality focus. - Persuasive communicator with both clients and internal company teams and staff. - Intellectually robust and agile, with the ability to make quick decisions as needed. - Self-confidence matched with a willingness to collaborate and successfully engage with colleagues. - Exceptional communication, presentation, and relationship management skills – deep cross-functional collaboration is required.

Preferred Skills and Experience

- Zendesk customer support methods; Salesforce.

Work Environment and Culture

The arenaflex team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America. Our team is spread out and has major offices in Columbus, Ohio, and La Crosse, Wisconsin. Performance matters more than geography. Our collaborative office spaces are filled with high-energy, talented professionals who are passionate about their work and enjoy each other's company.

Benefits and Perks

- Flexibility to work where/how you want – in-office, remote, or hybrid - Continued investment in your professional development - Robust health and wellness benefits - 401k with up to a 4% match - Monthly wellness stipend - Flexible and generous time off (FTO) - Employee Stock Purchase Program - Student Loan Repayment Program

Compensation

The target base compensation for this position is $40,000 - $50,000 per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!

How to Apply

If you're a motivated and results-driven Customer Success Manager looking for a new challenge, 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