**Experienced Customer Success Manager – Elevate Later Life for Everybody and Build the Care Sector of the Future**

At arenaflex, we're on a mission to revolutionize the care industry by providing innovative solutions that make a real difference in people's lives. As a Customer Success Manager, you'll play a vital role in driving client retention, growth, and satisfaction, while championing the voice of the customer to inform product improvements and enhance the overall experience. **About arenaflex** arenaflex is a fast-growing HealthTech start-up founded in London in July 2021. Our goal is to build the world's first SaaS-enabled marketplace for care, allowing families to seamlessly book care online in a similar manner to reserving a holiday stay via Airbnb or Expedia. Since launching, we've supported millions of care seekers find the right care for loved ones and have raised over £25m from leading venture capital funds, including Accel, General Catalyst, and Kindred. **Your Role** As a Customer Success Manager at arenaflex, you'll be responsible for leading and nurturing relationships with a growing portfolio of clients. You'll develop and implement strategies for client retention, upsell, and cross-sell opportunities, while guiding the Customer Success Executive team. You'll also receive support from every corner, with direct access to sales, product, engineering, the Founders, and the wider Customer Success team. **Key Responsibilities** * Develop and implement strategies for client retention, upsell, and cross-sell opportunities * Lead conversations around contract renewals, pricing, and upgrading packages * Arrange and host onboarding kick-off meetings, proactively creating comprehensive onboarding plans for clients * Become an expert on all things arenaflex, providing comprehensive online training * Support our clients via phone and email, ensuring their needs are met * Share feedback and insights from customers with the Product team to support their decision-making and prioritisation of development activities * Support clients with bugs/issues, owning them through to resolution * Analyse customer data and identify trends to proactively address potential issues and inform product development **What Problems Will You Be Solving?** * Driving client retention and growth by proactively addressing needs and maximising upsell/cross-sell opportunities * Ensuring seamless client onboarding for a successful start with the arenaflex platform * Championing the voice of the customer internally to drive product improvements and enhance the overall experience * Resolving client issues and bugs efficiently to maintain satisfaction and minimise disruption * Guiding clients to maximise their use of arenaflex's features for effective occupancy and enquiry management, informed by data analysis **We Think You'll Be a Great Fit If...** * You have proven experience in a customer success or account management role, ideally within a SaaS environment, with a track record of successfully managing client relationships * You have experience onboarding new clients and setting them up for long-term success * You have excellent communication and client management skills * You have strong organisational and leadership skills * You have great collaboration skills, as you'll be working with various departments, from Product and Tech to Business Development and Marketing * You have a self-starter mindset, proactive in getting things done with a high level of attention to detail **This Role Isn't for You If...** * You're not passionate about elevating later life for everybody – our mission is at the heart of everything we do * You prefer a highly structured environment with pre-defined solutions; we thrive on autonomy and proactive problem-solving * You're not comfortable being the primary point of contact for clients and owning their success from onboarding through to renewals * You're not excited about using data to drive insights and proactively improve the customer experience * You don't enjoy collaborating closely with various teams like Product, Sales, and Engineering to advocate for customer needs **Meet arenaflex** arenaflex is a company that's committed to making a positive impact on people's lives. We're a team of kind, talented, and mission-driven individuals who love coming to work every day. We're proud to have been named one of the UK's fastest-growing startups and have received numerous awards, including LinkedIn's Top Startups and Startup.co.uk's 100 Index. **Why arenaflex?** * Career Opportunity: A career-defining opportunity to lead and shape the future of our flagship marketplace and tackle complex challenges across the stack! * Early Hire Benefits: Be an early hire at one of the UK's fastest-growing startups and benefit from fast career progression, as well as a generous stock options package. * Mission: Tech for good that aims to build the care industry of the future and to positively impact millions of people's lives. * Investors: Series A backed startup having raised £25m+ from tier 1 venture capital investors, including Accel and General Catalyst. * Global Opportunity & Scalability: Be part of a company that's solving a real, tangible problem that every family around the world faces at some point in their life. * People: Join a kind, talented, and mission-driven team that loves coming to work every day. * Culture: Excellent employee compensation/benefits, hybrid office policy, and outstanding company culture with a 5/5 employee review score on Glassdoor. * Award Winning: Acclaimed winner of LinkedIn's 2024 "Top Startups" and named "the UK's number one startup for 2025" in Startup.co.uk's 100 Index. **What We Offer** * Competitive salary: £38,000 - £50,000 (depending on experience and seniority) * Generous EMI share offering * 26 days + bank holidays * Hybrid office policy with a minimum of 2 core office days per week * Opportunity to work with a fast-growing startup and be part of a dynamic team * Collaborative and supportive work environment * Professional development and growth opportunities * Recognition and rewards for outstanding performance **How to Apply** If you're passionate about making a difference in people's lives and are excited about the opportunity to join a fast-growing startup, 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