Experienced Customer Success Manager – Strategic Account Growth and Retention

Are you a seasoned Customer Success Manager looking for a new challenge in a dynamic and innovative company? Do you thrive in a fast-paced environment, where no two days are the same? Look no further than arenaflex, a leading provider of cloud-based digital guest engagement platforms for the hospitality industry. We're seeking an experienced Customer Success Manager to join our team and lead strategic customer relationships, driving business impact and delivering exceptional customer outcomes.

About arenaflex

arenaflex is a cloud-based digital guest engagement platform that provides loyalty programs, online ordering, gift cards, branded mobile applications, and strategic insights to more than 1,800 leading restaurant and convenience store brands. Our innovative, unified platform helps our valued clients create seamless, personalized, and brand-authentic experiences that foster lasting relationships with their customers. For more than 20 years, arenaflex has been a trusted partner helping brands maximize the lifetime value of their guests and grow more profitable businesses.

The Kind of Person We Are Looking For

We're looking for a seasoned Customer Success Manager who thrives on creating executive-level partnerships, delivering business impact, and driving customer outcomes through data-driven insights and best practices. This role is ideal for someone who is self-driven, wants to make an impact, and is comfortable in a fast-paced environment. You'll be the primary point of contact for a portfolio of our top-tier clients, responsible for aligning arenaflex solutions with their business goals, ensuring long-term success, and expanding our footprint through high-value engagements.

The Kind of Stuff You'll Be Doing

As a Customer Success Manager at arenaflex, you'll be responsible for:

• Own Strategic Customer Relationships: Develop trusted advisor status with key stakeholders and executive sponsors, ensuring that arenaflex solutions meet their evolving business needs.
• Drive Customer Outcomes: Help customers achieve their business goals using arenaflex solutions, supported by tech touch and organization tools and resources.
• Account Growth and Retention: Lead the expansion of customer accounts by identifying upsell and cross-sell opportunities, in partnership with Sales to own gross revenue retention (GRR) and net revenue retention (NRR) targets.
• Strategic Planning: Build and execute success plans, conduct regular business reviews, and align on KPIs to ensure value realization.
• Customer Advocacy: Champion your customers' needs internally and act as a voice of the customer to Product, Marketing, and Executive teams.
• Collaborate Cross-Functionally: Work closely with Implementation, Product, Support, Sales, and Marketing teams to ensure a cohesive and consistent customer experience.
• Measure Success: Track customer health, satisfaction (NPS), adoption, and engagement metrics to prioritize actions and drive results.
• Gain Customer Trust through Knowledge: Develop a strong understanding of arenaflex and The Access Group's Solutions, of industry trends, key players/competitors, and partners.

The Kind of Experience You'll Need

To be successful in this role, you'll need:

• 5-8+ years of Customer Success, Account Management, or Strategic Consulting experience in a B2B SaaS environment.
• A proven track record managing complex, high-value customer relationships and delivering measurable business outcomes.
• Strong executive presence and experience engaging with VP/C-level stakeholders.
• Deep understanding of customer lifecycle management and success metrics (GRR, NRR, NPS).
• Experience using data and telemetry to drive customer outcomes.
• Excellent communication, facilitation, and project management skills.
• Comfort with data analysis, business reviews, and strategic planning.
• Passion for delivering an exceptional customer experience.

The Extra Stuff That Would Be Nice

While not required, experience in the following areas would be a plus:

• Experience in the restaurant, hospitality, or convenience retail industries.
• Familiarity with customer engagement, loyalty, or digital marketing technologies.
• Salesforce and Gainsight experience.
• Experience in the restaurant industry and/or with point-of-sale systems such as Micros or Toast or related technologies.

Compensation and Benefits

arenaflex offers a competitive salary range of $90k - $120k OTE, as well as a wide variety of benefits aimed at allowing our employees to prioritize their well-being and be their best selves. These benefits include:

• Retirement: Paytronix allows employees to contribute to their 401k through Fidelity, with the company matching 100% of the first 5% of an employee's contribution based on individual salary.
• Medical: Paytronix offers medical and dental benefits through Blue Cross Blue Shield, and vision insurance through EyeMed.
• Personal: Employees receive a generous Parental Leave offering, company-paid Short-term and Long-term Disability, and Life Insurances. Accrued PTO (Paid Time Off), off during public holidays, and "floating" holidays are also available.
• Voluntary benefits include: Protection from identity theft, legal coverage for matters including, but not limited to: home and real estate, estate planning, and elder care.

How to Apply

If you're a motivated and results-driven Customer Success Manager looking for a new challenge, we encourage you to apply to 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! Apply for this job