**Experienced Customer Success Hero US - M/F (Full-time Remote) at arenaflex**

**Job Summary:** Join arenaflex, a leading Social Media Management platform, as a Customer Success Hero US - M/F (Full-time Remote). As a key member of our customer success team, you will play a vital role in driving growth, reducing churn, and gathering insights to build a better product for our US market. If you're passionate about delivering exceptional customer experiences, have a strong ability to write and speak English, and are comfortable with calls and live demos, we want to hear from you. **About arenaflex:** arenaflex is a human-centric company with strong values (honesty, collaboration, reliability, excellence, passion, and caring). We believe that collective success is an integral part of the wellbeing of all in the workplace. Our company culture is built on remote-friendly work environments, great atmospheres, regular retreats, motivating remuneration, benefits, respect for work-life balance, and opportunities for career development. **The Context:** Since our inception, we've always invested heavily in customer support. Our average response time in support is 20 minutes, and we provide support 24/7. However, we've decided to invest in a more proactive approach with our high-value customers. We've started to assemble a small customer success team made of team members who have had significant customer support experience, including the former head of support. We're now looking for someone to take care of our customer success efforts for the US market. **Key Responsibilities:** As a Customer Success Hero US - M/F (Full-time Remote), you will be responsible for: * Ensuring the growth of our US market by aligning with customer onboarding, VIP treatment for Enterprise clients, assisting customers in bad health, customer discovery/interviews, gathering insights from churned customers, and promoting new features/modules/add-ons to existing customers. * Decreasing net MRR churn and collecting feedback from our customers to help us build a product that will be better aligned with our users' needs. * Gathering insights from our customers to nurture and prioritize our product roadmap. * Proposing each customer to participate in longer form interviews in exchange for Amazon gift cards. * Understanding why customers churn and using this information to help reduce churn in the future. * Presenting new features/add-ons/modules to existing clients and seeing if they could be of value to them. * Upselling and increasing our ARPA. **Training and Onboarding:** To thrive in customer success, you will need to get in-depth knowledge of our product, its API ecosystem, the various support tools we use, our competitive landscape, and our clients. This requires extensive training, which we expect will last from 4 to 6 months. This training will be done mostly by doing customer support and participating in sales demos. You will also have the opportunity to collaborate with the existing customer success team members and work on customer success tasks. **Your Profile:** To be successful in this role, you will need to have: * At least 2 to 3 years of experience in customer success/support/sales at a self-service B2B SaaS business. * Strong ability to write and speak English, with another language being a plus. * Familiarity with tools such as Salesmachine and Intercom. * Obsession with customer service. * Comfortable with calls and live demos, ready to answer any question or face any objection. * Impeccable communication skills. * Problem-solving skills. * Strong organizational skills. * Goal- and results-driven. * Experience in the social media industry is a big plus. * Strong team player but still a self-starter. * Thrives in a multitasking environment and can adjust priorities on the fly. * Able to work in a high-energy, hyper-growth, startup environment. * Eager to learn, adapt, and perfect your work; you seek out help and put it to good use. **Why Join arenaflex?** * Remote-friendly work environment. * Great atmosphere, regular retreats. * Motivating remuneration, benefits. * Respect for work-life balance. * 20 paid vacation days, 5 sick & personal paid days, 10 Bank holidays, and extra paid day per year spent (capped to 4). * Participation to the health insurance, dental & vision coverage, 401k, HSA. * Career development. * Glassdoor rating 5 stars (check us on Glassdoor). * And more to come... **About arenaflex:** arenaflex is a leading Social Media Management platform that enables agencies, businesses, and marketers to manage all their social media messages, schedule and publish content, identify key influencers, monitor social channels, and get stunning reports - all in one easy-to-use dashboard. With more than 8000 customers worldwide, arenaflex is a profitable company consistently rated as a 'High Performer' by industry experts and customers alike. **Working at arenaflex:** We're a group of highly motivated, hard-working individuals working out of 14 countries spanning 4 continents. Deriving happiness and joy from our work is part of our DNA, and we strive as a company to empower our teammates to reach their professional AND personal goals. That said, we're in it to win it in our space - it's no accident that we're ranked #1 in customer satisfaction. We're nimble, we're lean, and we're humble - but we think and dream BIG. And while most of us work remotely, we foster and enjoy a culture where every colleague seems just a cubicle and click away. **arenaflex is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind:** arenaflex is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Apply for this job