Technical Customer Success Manager – Enterprise & Mid‑Market Merchant Partnerships at arenaflex

About arenaflex – Pioneering the Future of Merchant Finance Solutions

At arenaflex, we are on a mission to transform how businesses of every size offer flexible financing options to their customers. Our cutting‑edge platform empowers merchants to present tailored credit solutions at the point of sale, driving higher conversion rates, larger average order values, and deeper customer loyalty. As a fast‑growing leader in the fintech ecosystem, arenaflex blends sophisticated data science, intuitive product design, and a relentless focus on merchant success. We are proud of a culture that celebrates curiosity, collaboration, and continuous improvement—values that enable us to innovate at scale while delivering measurable results for our partners.

Why This Role Matters – The Strategic Impact of a Technical Customer Success Manager

The Technical Customer Success Manager role sits at the heart of arenaflex’s growth engine. You will be the trusted advisor for our most valuable enterprise and mid‑market merchants, guiding them from onboarding through long‑term adoption. By reducing churn, expanding usage, and uncovering new revenue opportunities, you directly influence arenaflex’s top‑line performance and help shape the strategic direction of our product roadmap. This is a high‑visibility position that partners with senior leadership, product engineering, sales, and marketing to ensure that every merchant experience is not only successful but also delightful.

Key Responsibilities – What You’ll Own and Deliver

• Strategic Account Management: Build and nurture deep relationships with C‑level and senior stakeholders at assigned enterprise and mid‑market merchant accounts.
• Onboarding & Enablement: Lead technical onboarding, configuration, and integration projects, ensuring merchants are fully equipped to launch arenaflex solutions quickly and securely.
• Business Insight & Advisory: Conduct regular business reviews, analyze transaction data, and provide actionable insights that help merchants optimize financing offers and increase conversion.
• Revenue Expansion: Identify upsell and cross‑sell opportunities, develop expansion plans, and collaborate with the sales team to close growth deals.
• Churn Mitigation: Proactively monitor health metrics, address risk signals, and implement retention strategies that keep merchants engaged and satisfied.
• Feedback Loop: Capture merchant feedback, translate it into detailed product requirements, and work closely with engineering and product teams to prioritize enhancements.
• Technical Advocacy: Serve as the voice of the merchant in internal technical discussions, ensuring that integration challenges are resolved swiftly and that product improvements align with real‑world use cases.
• Collaboration & Knowledge Sharing: Partner with Customer Support, Professional Services, and Marketing to create best‑practice resources, webinars, and case studies that amplify merchant success.
• Data‑Driven Reporting: Produce quarterly and annual success metrics, including Net Promoter Score (NPS), churn rate, expansion revenue, and product adoption statistics.

Essential Qualifications – The Foundations of Success

• 5+ years of experience in customer success, account management, or a related client‑facing role within the fintech, SaaS, or e‑commerce sectors.
• Demonstrated ability to manage complex, high‑value enterprise accounts and deliver measurable business outcomes.
• Strong technical aptitude with hands‑on experience integrating APIs, managing data pipelines, or supporting merchant‑level technical implementations.
• Excellent communication skills, both written and verbal, with the ability to convey complex technical concepts to non‑technical stakeholders.
• Proven track record of reducing churn and driving revenue expansion through consultative selling and strategic relationship building.
• Analytical mindset with proficiency in data analysis tools (e.g., SQL, Excel, Tableau) to extract insights and drive decision‑making.
• Self‑starter who thrives in a fast‑paced, results‑oriented environment and can balance multiple priorities without sacrificing quality.
• Bachelor’s degree in Business, Finance, Computer Science, or a related field; advanced degree or certifications (e.g., CSPO, PMP) are a plus.

Preferred Qualifications – What Sets Exceptional Candidates Apart

• Experience working with payment processors, merchant financing platforms, or digital lending solutions.
• Background in product management or technical project management, providing a holistic view of product lifecycles.
• Familiarity with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Track record of delivering presentations and workshops to senior executives and board‑level audiences.
• Multilingual abilities or experience supporting global merchant bases across different regulatory environments.

Core Skills & Competencies – The Toolkit for Excellence

• Relationship Building: Empathy, active listening, and the ability to earn trust quickly.
• Strategic Thinking: Ability to see the big picture, align merchant goals with arenaflex’s product vision, and craft long‑term success plans.
• Technical Fluency: Comfort with RESTful APIs, webhook configurations, and data security best practices.
• Problem Solving: Creative, data‑driven approaches to overcome integration hurdles and business challenges.
• Communication: Clear, concise, and persuasive storytelling in emails, reports, and live presentations.
• Project Management: Strong organizational skills, timeline management, and the ability to coordinate cross‑functional teams.
• Analytical Insight: Ability to interpret transaction data, identify trends, and recommend actionable improvements.

Career Growth & Learning Opportunities at arenaflex

arenaflex invests heavily in the professional development of its people. As a Technical Customer Success Manager, you will have access to:

• Mentorship programs pairing you with senior leaders in product, engineering, and go‑to‑market functions.
• Continuous learning stipends for certifications, conferences, and online courses related to fintech, data analytics, and leadership.
• Opportunities to transition into senior customer success leadership, product management, or strategic partnership roles as the organization scales.
• Cross‑departmental project assignments that broaden your exposure to the full product lifecycle, from ideation to market launch.
• Regular internal hackathons and innovation days where you can pitch new ideas that directly influence arenaflex’s roadmap.

Work Environment & Culture – Life at arenaflex

Our culture is built on transparency, autonomy, and a relentless focus on impact. Whether you work from our modern headquarters, a co‑working space, or remotely, you will find:

• Collaborative Teams: Small, agile squads that encourage open dialogue and rapid decision‑making.
• Flexibility: Remote‑first policies, flexible hours, and generous vacation allowances to support work‑life harmony.
• Innovation‑Driven Atmosphere: Regular “Ask Me Anything” sessions with the executive team, product demos, and data‑driven retrospectives.
• Diversity & Inclusion: A commitment to building a workforce that reflects the global merchants we serve, with employee resource groups and inclusive hiring practices.
• Health & Well‑Being: Comprehensive medical, dental, and vision plans, mental‑health resources, and wellness stipends.

Compensation, Perks & Benefits – What You Can Expect

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures will be discussed during the interview process, candidates can anticipate:

• Base salary aligned with market benchmarks for senior technical customer success roles.
• Performance‑based bonuses tied to churn reduction, expansion revenue, and overall merchant satisfaction metrics.
• Equity participation, giving you a direct stake in arenaflex’s long‑term success.
• Health, dental, and vision coverage for you and your dependents.
• Retirement savings plans with company matching contributions.
• Generous paid time off, parental leave, and sabbatical options after tenure milestones.
• Professional development budget, conference attendance, and certification reimbursements.
• Home office stipend, high‑speed internet reimbursement, and ergonomic equipment allowances for remote workers.

How to Apply – Join the arenaflex Success Team

If you are passionate about empowering merchants, thrive in a data‑rich, fast‑moving environment, and want to make a tangible impact on the future of commerce financing, we want to hear from you. Submit your resume and a brief cover letter outlining your most relevant achievements in customer success and technical enablement. Let’s build the next generation of merchant finance solutions together.

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Conclusion – Your Next Career Chapter Starts Here

At arenaflex, every day presents a new opportunity to solve complex problems, delight high‑profile merchants, and drive meaningful business outcomes. As a Technical Customer Success Manager, you will be at the intersection of technology, strategy, and relationship building—shaping the experience of thousands of merchants worldwide. Take the next step in your career and become a catalyst for growth, innovation, and success. Apply today and embark on a rewarding journey with arenaflex.