Experienced Field Customer Success Manager II - Small to Medium Business (SMB) - Cleveland, OH

At arenaflex, we're revolutionizing the way businesses succeed, and we're looking for a talented Field Customer Success Manager II to join our team in Cleveland, OH. As a key member of our SMB Customer Success team, you'll play a critical role in driving customer satisfaction, retention, and growth. If you're a relationship builder with a passion for delivering exceptional customer experiences, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions for businesses of all sizes. Our mission is to empower entrepreneurs and small business owners to succeed in a rapidly changing market. With a focus on customer-centricity, we're building a scalable Customer Success model that prioritizes the needs of our customers. Our team is passionate about delivering exceptional experiences, and we're committed to creating a work environment that fosters growth, innovation, and collaboration.

Responsibilities

As a Field Customer Success Manager II, you'll be responsible for driving customer success across our SMB book of business. Your primary focus will be on building strong relationships with our customers, understanding their goals and priorities, and developing strategic recommendations to drive high levels of product adoption, satisfaction, and retention. You'll work closely with cross-functional partners to ensure alignment on pursuing opportunities for revenue growth and drive the highest levels of customer success throughout the customer journey. Some of your key responsibilities will include:

• Building relationships and trust with customers through thoughtful attention and advocacy to drive the customer flywheel and increase referral opportunities
• Retaining and growing SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer
• Driving activation and adoption across arenaflex's product suite by leveraging internal tools and resources to analyze product usage, demonstrate value, and facilitate trainings
• Confidently navigating all arenaflex POS modules and having a working knowledge of our partner landscape
• Leveraging arenaflex product knowledge to facilitate customer demos, troubleshoot basic functions of the POS, and ensure the customer is getting the most out of arenaflex
• Asking discovery questions to uncover growth opportunities, referrals, and location expansion
• Actively looking for opportunities to operate at scale, including collaborating with cross-functional partners
• Up to 10% travel locally for customer site visits with activities ranging from pre-live meet and greets to post-live technical consultations

Requirements

To succeed in this role, you'll need:

• 2+ years of Account Management, Sales, or equivalent experience, responsible for customer satisfaction and business operations
• Success operating independently and navigating competing priorities in a constantly changing environment
• High technical aptitude allowing for quick learning and adoption of technical concepts and language
• Proven track record of success in meeting and exceeding goals
• Excellent communication, organizational, and influencing skills
• Flexibility and adaptability
• Problem-solving mindset, ability to think critically

Nice-to-haves

While not required, the following experience would be beneficial:

• 1+ years of experience using a POS (Point of Sale) software, ideally in the service or industry
• Experience working in the tech industry or for a SAAS company
• Experience with Salesforce CRM, MS Office, G-Suite, and Slack

Benefits

As a member of our team, you'll enjoy:

• Competitive compensation and benefits programs
• Flexibility to meet arenaflex's changing needs
• Diversity, Equity, and Inclusion initiatives
• Hybrid work model fostering in-person collaboration

What We Offer

At arenaflex, we're committed to creating a work environment that fosters growth, innovation, and collaboration. As a Field Customer Success Manager II, you'll have the opportunity to:

• Work with a talented team of professionals who are passionate about delivering exceptional customer experiences
• Develop your skills and expertise in a rapidly changing industry
• Contribute to the development of a scalable Customer Success model that prioritizes the needs of our customers
• Enjoy a competitive compensation and benefits package
• Participate in Diversity, Equity, and Inclusion initiatives that promote a culture of inclusivity and respect

How to Apply

If you're a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply to this Job Apply for this job