**Experienced Customer Success Manager – SaaS Software Solutions**

At arenaflex, we're on a mission to revolutionize customer loyalty experiences for organizations worldwide. As a leader in technology and service solutions, we empower our clients to capture and utilize zero- and first-party data to deliver personalized experiences across the entire customer journey. We're now seeking an exceptional Customer Success Manager to join our team and help drive customer satisfaction, application engagement, retention, and growth. **About arenaflex** arenaflex has been a pioneer in transforming customer loyalty experiences for over a decade. Our comprehensive and scalable Loyalty Experience Platform solution suite enables our clients to seamlessly deliver value-based individualized experiences across the entire customer journey – from awareness to purchase to retention, loyalty, and advocacy. With a strong focus on innovation and continuous improvement, we're committed to making beloved brands. **Role Summary** As a Customer Success Manager at arenaflex, you'll be responsible for managing a set of accounts and improving customer satisfaction, application engagement, customer retention, and growth. You'll be the primary contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from arenaflex. With a track record of Software as a Service (SaaS) account management and maintaining high customer renewal rates due to ongoing customer engagement and technical leadership, you'll be an invaluable asset to our team. **Responsibilities** * Autonomously manage communication with 20+ customers, leveraging the support of a team of technical managers, designers, developers, and QA personnel * Proactively analyze performance and educate customers on best practices strategies to drive engagement and increase ROI of their program, resulting in increased retention * Serve as the primary interface to manage and resolve critical situations * Develop deep expertise of arenaflex products, current and future enhancements, and how they integrate with our customers' eCommerce, ESP, and POS platforms * Provide expert customer insight to Product Management, Marketing, and Sales on innovation and continuous improvement opportunities * Identify opportunities for upsells within the platform (note: upsell efforts will be led by an internal team member) * Accomplish other tasks as assigned by management **Requirements** * 5+ years of experience in customer-facing account management, preferably in software or web development, with a focus on CX * Experience maintaining valuable and outcome-based relationships with a diverse customer account base, including e-commerce and enterprise-level clients * Passion for working with leading-edge, web-based technologies and a desire to understand arenaflex benefits, use cases, and technical elements * Self-motivated, quick learner, team player, and ability to work in a fast-paced environment * Problem solver with a willingness to take on challenges and adapt to ambiguity and rapid change * Outstanding organizational and multi-tasking skills, with the ability to thrive in a dynamic, fast-paced start-up environment * Exceptional team player who understands how to get things done while respecting others * Excellent telephone and email etiquette, with the ability to maintain a professional demeanor * Ideal candidate will have experience working in Loyalty and/or Marketing with e-commerce and a strong understanding of SaaS (Software as a Service) **Preferred Qualifications** * Bilingual English-Spanish proficiency * Experience working in a remote environment, preferably with a US-based team * Familiarity with Loyalty and/or Marketing with e-commerce and a strong understanding of SaaS **What We Offer** * An exciting, fast-paced growth company where you can make an impact on day one * Competitive salary * Comprehensive health, dental, vision, and life insurance * Paid time off * 401k plan with company match * Opportunities for career growth and professional development * Collaborative and dynamic work environment with a team of smart and fun individuals **How to Apply** If you're a motivated and results-driven individual with a passion for customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply Now! Apply for this job