**Experienced Customer Success Manager – SMB Merchant Partnership Growth and Retention**

**About arenaflex** At arenaflex, our mission is to empower local economies by providing innovative solutions that connect consumers with their favorite merchants. As a technology and logistics company, we're committed to making a positive impact on the communities we serve. Our team is passionate about delivering exceptional customer experiences, and we're looking for a talented Customer Success Manager to join our Inside Account Management team. **About the Role** We're seeking an experienced Customer Success Manager to lead the retention, engagement, and overall satisfaction of our SMB merchant partners. As a key member of our team, you'll cultivate strong relationships with business owners, help them achieve their revenue goals, and ensure high levels of satisfaction and retention on a book of accounts. You'll work closely with our Inside Sales Manager to develop and execute strategies that drive growth and success for our merchants. **Key Responsibilities** * Develop and execute a comprehensive customer success strategy to drive retention, engagement, and revenue growth for our SMB merchant partners * Build and maintain strong relationships with business owners, understanding their unique needs and goals * Conduct regular business check-ins to identify areas for improvement and provide actionable recommendations * Troubleshoot product-related issues and provide timely support to ensure high levels of satisfaction * Collaborate with internal growth teams to identify new opportunities and develop targeted marketing strategies * Deliver and present quarterly business reviews (QBRs) to review partnership success, highlight areas for revenue optimization, and plan for growth * Reduce churn and identify new store expansion opportunities * Make outbound dials to existing merchants to upsell on arenaflex products and marketing spend * Establish goals and key performance indicators for current arenaflex partners * Advise business owners on promotions and spending to achieve their revenue goals * Communicate with merchants by phone and email on an ongoing basis to monitor and support progress toward their goals **Essential Qualifications** * 1+ years of experience in client-facing sales roles, increasing customer satisfaction, retention, and product adoption * 1+ years of experience in sales, preferably outbound dials * 1+ years of experience in business operations or related setting * Experience in prior sales, account management, portfolio management, or related roles * Experience using Salesforce or similar CRM tools * Intermediate to proficient level of proficiency in using Google Sheets or Microsoft Excel to maintain complex spreadsheets * Demonstrated empathy with customer needs and ability to adapt to meet their unique goals **Preferred Qualifications** * Experience working with SMB merchants or similar customer segments * Knowledge of the food delivery or logistics industry * Experience with data analysis and reporting * Strong communication and presentation skills * Ability to work in a fast-paced environment and adapt to changing priorities **Skills and Competencies** * Excellent communication and interpersonal skills * Strong analytical and problem-solving skills * Ability to work independently and as part of a team * Strong attention to detail and organizational skills * Ability to prioritize tasks and manage multiple projects simultaneously * Strong customer service skills and ability to build strong relationships with customers * Proficiency in using CRM software and data analysis tools * Ability to travel as needed for in-person collaboration and training **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to supporting our employees' growth and development. As a Customer Success Manager, you'll have opportunities to: * Develop and execute comprehensive customer success strategies * Collaborate with internal growth teams to identify new opportunities and develop targeted marketing strategies * Work closely with our Inside Sales Manager to develop and execute sales strategies * Participate in regular training and development programs to enhance your skills and knowledge * Take on additional responsibilities and leadership roles as you grow and develop in your career **Work Environment and Company Culture** Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a positive and inclusive work environment. As a Customer Success Manager, you'll have the opportunity to: * Work in a fast-paced and dynamic environment with a talented team of professionals * Collaborate with cross-functional teams to drive growth and success for our merchants * Participate in regular team-building activities and social events * Enjoy comprehensive benefits and perks, including premium healthcare, wellness expense reimbursement, paid parental leave, and more **Compensation, Perks, and Benefits** We offer a competitive salary and benefits package, including: * Comprehensive health insurance * 401(k) matching program * Paid parental leave * Wellness expense reimbursement * Flexible work arrangements and remote work options * Professional development opportunities and training programs * Access to cutting-edge technology and tools * Collaborative and dynamic work environment **How to Apply** If you're a motivated and results-driven professional with a passion for delivering exceptional customer 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. **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to prevent discrimination and harassment in all forms. Apply for this job