**Experienced Customer Success Manager – Merchant Services Team at arenaflex**
At arenaflex, we're revolutionizing the way businesses manage their accounts receivable and make payments. Our cutting-edge Accounts Receivable Efficiency Suite simplifies the invoice-to-cash process by automating invoicing, facilitating B2B payments, and streamlining cash application with AI. With a strong presence in the U.S. and Canada, and offices in Atlanta and Miami, arenaflex has grown to serve over 10,000 customers and facilitate 110M+ transactions and $170B+ in payments volume annually.
As a Customer Success Manager for our Merchant Services team, you'll play a vital role in building and maintaining long-term relationships with our customers. Reporting to our Vice President of Customer Success, you'll join a fast-growing team to scale the world-class experience our customers have come to love.
**Our Values**
At arenaflex, we're committed to living by a set of core values that guide our actions and decisions:
* We obsess over our customers, putting their needs above all else.
* We help each other, fostering a culture of collaboration and support.
* We embrace diversity, celebrating the unique perspectives and experiences of our team members.
* We find better ways, constantly seeking innovation and improvement.
* We get things done, taking ownership and accountability for our work.
* We own it, standing behind our decisions and actions.
**Job Summary**
As a Customer Success Manager, you'll be responsible for managing the customer lifecycle, driving growth and retention, advocating for the customer, resolving customer problems, and proposing improvements to our customer journey. You'll work closely with our sales, professional services, and product teams to ensure seamless customer experiences.
**Key Responsibilities**
* Own the customer lifecycle: Seamlessly transition Enterprise customers from their onboarding journey, focusing on long-term adoption and success, and growing the installed base revenue number. Run and maintain training and enablement sessions, regular cadence calls, and Executive Business Reviews (EBRs) with customers.
* Drive growth and retention: Build and maintain Strategic Account Plans in collaboration with your customers, including retention and growth strategies. Create shared KPIs that are reviewed, mapped, and measured.
* Advocate for the customer: Interact with sales, professional services, and product team members on projects to connect client wishes to the larger business strategy. Effectively represent your customers in driving product development for new integrations and features.
* Resolve customer problems: Maintain visibility into customer issues and requests in partnership with our Customer Care team, ensuring customers are updated regularly. Act as a point of escalation for high-severity requests and work cross-functionally to drive resolution.
* Propose improvements: Coordinate with other teams across our organization to propose scalable improvements to our customer journey. Identify problems that affect multiple clients and forecast what those trends mean for future churn.
**Requirements**
* 5+ years of experience in a SaaS-based Customer Success role, with a background in Merchant Services, payment Acquirers, Payfacs, and/or ISO environments.
* Bachelor's Degree in Business, Marketing, Communications, Economics, or a related field.
* Customer Obsession: Resolute focus on the needs of the customer above all. Views problems through the customer's lens first, basing decisions and prioritization around their needs. Asks curious questions to understand the 'why' behind customer needs and the impact to their business.
* Agility: Highly adaptive in the face of ambiguous and complex problems, taking a flexible and resourceful approach to new challenges. Able to seamlessly alternate between various tasks and roll with the punches when things change.
* Follow-through: High motivation, bias to action, and strong prioritization. Can work proactively and independently to bring all assigned work to completion with speed and accuracy.
* Empathy: Able to relate to others with a different view or experience. Quickly keys into the needs of customers or collaborators, demonstrating sensitivity in responding to challenges.
* Collaboration: Assertive with humility—able to lead change in a positive way. Maintains high standards for verbal and written communication and is always professional under pressure.
* Analytical thinking: Leverages experience and expertise to quickly identify and comprehend complex problems. Adept at understanding how technical things work and walking someone else through the details. Data-driven mindset, utilizing objective measures to assess success and improvement opportunities for customers.
**What We Offer**
* Competitive salary and benefits package
* Opportunity to work with a fast-growing company in a dynamic and innovative industry
* Collaborative and supportive team environment
* Professional development and growth opportunities
* Flexible work arrangements, including remote work options
* Access to cutting-edge technology and tools
* Recognition and rewards for outstanding performance
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing an inclusive and accessible environment for all employees and applicants. If you require accommodation during the recruitment or interview process, please let us know and we will work with you to ensure your needs are addressed.
Apply Now
As a Customer Success Manager for our Merchant Services team, you'll play a vital role in building and maintaining long-term relationships with our customers. Reporting to our Vice President of Customer Success, you'll join a fast-growing team to scale the world-class experience our customers have come to love.
**Our Values**
At arenaflex, we're committed to living by a set of core values that guide our actions and decisions:
* We obsess over our customers, putting their needs above all else.
* We help each other, fostering a culture of collaboration and support.
* We embrace diversity, celebrating the unique perspectives and experiences of our team members.
* We find better ways, constantly seeking innovation and improvement.
* We get things done, taking ownership and accountability for our work.
* We own it, standing behind our decisions and actions.
**Job Summary**
As a Customer Success Manager, you'll be responsible for managing the customer lifecycle, driving growth and retention, advocating for the customer, resolving customer problems, and proposing improvements to our customer journey. You'll work closely with our sales, professional services, and product teams to ensure seamless customer experiences.
**Key Responsibilities**
* Own the customer lifecycle: Seamlessly transition Enterprise customers from their onboarding journey, focusing on long-term adoption and success, and growing the installed base revenue number. Run and maintain training and enablement sessions, regular cadence calls, and Executive Business Reviews (EBRs) with customers.
* Drive growth and retention: Build and maintain Strategic Account Plans in collaboration with your customers, including retention and growth strategies. Create shared KPIs that are reviewed, mapped, and measured.
* Advocate for the customer: Interact with sales, professional services, and product team members on projects to connect client wishes to the larger business strategy. Effectively represent your customers in driving product development for new integrations and features.
* Resolve customer problems: Maintain visibility into customer issues and requests in partnership with our Customer Care team, ensuring customers are updated regularly. Act as a point of escalation for high-severity requests and work cross-functionally to drive resolution.
* Propose improvements: Coordinate with other teams across our organization to propose scalable improvements to our customer journey. Identify problems that affect multiple clients and forecast what those trends mean for future churn.
**Requirements**
* 5+ years of experience in a SaaS-based Customer Success role, with a background in Merchant Services, payment Acquirers, Payfacs, and/or ISO environments.
* Bachelor's Degree in Business, Marketing, Communications, Economics, or a related field.
* Customer Obsession: Resolute focus on the needs of the customer above all. Views problems through the customer's lens first, basing decisions and prioritization around their needs. Asks curious questions to understand the 'why' behind customer needs and the impact to their business.
* Agility: Highly adaptive in the face of ambiguous and complex problems, taking a flexible and resourceful approach to new challenges. Able to seamlessly alternate between various tasks and roll with the punches when things change.
* Follow-through: High motivation, bias to action, and strong prioritization. Can work proactively and independently to bring all assigned work to completion with speed and accuracy.
* Empathy: Able to relate to others with a different view or experience. Quickly keys into the needs of customers or collaborators, demonstrating sensitivity in responding to challenges.
* Collaboration: Assertive with humility—able to lead change in a positive way. Maintains high standards for verbal and written communication and is always professional under pressure.
* Analytical thinking: Leverages experience and expertise to quickly identify and comprehend complex problems. Adept at understanding how technical things work and walking someone else through the details. Data-driven mindset, utilizing objective measures to assess success and improvement opportunities for customers.
**What We Offer**
* Competitive salary and benefits package
* Opportunity to work with a fast-growing company in a dynamic and innovative industry
* Collaborative and supportive team environment
* Professional development and growth opportunities
* Flexible work arrangements, including remote work options
* Access to cutting-edge technology and tools
* Recognition and rewards for outstanding performance
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing an inclusive and accessible environment for all employees and applicants. If you require accommodation during the recruitment or interview process, please let us know and we will work with you to ensure your needs are addressed.
Apply Now