Experienced Manager, Customer Success – Driving Growth and Retention for arenaflex Ecommerce Clients

At arenaflex, we're revolutionizing the way ecommerce brands interact with their customers. As a leading conversational AI platform, we empower merchants to drive sales, resolve support inquiries, and build lasting relationships with their customers. With over 15,000 ecommerce brands trusting our platform, we're seeking an exceptional Manager, Customer Success to join our team and lead our Commercial and Enterprise accounts to new heights.

About arenaflex

arenaflex is the conversational AI platform of choice for ecommerce brands seeking to deliver personalized, 1-to-1 conversations that drive sales, resolve support inquiries, and shape success. Our platform is built for Shopify and powered by advanced ecommerce integrations, allowing us to understand our clients' brands, tools, policies, and customers like never before. With every customer interaction feeling personal, support becomes sales, and conversations shape success.

About the Team

The Customer Experience Organization at arenaflex comprises various key functions, including Professional Services, Customer Success, Scaled Services, Technical Services, Education Services, Customer Operations, and Customer Support. The Customer Success Team is a high-performing group of professionals dedicated to driving customer value and retention with our Commercial and Enterprise merchants. With a mission to propel feature adoption, drive cross-sell opportunities, NPS, and champion retention, our team is at the forefront of innovative tech solutions.

About the Role

As a Manager, Customer Success at arenaflex, you'll lead a group of Customer Success Managers (CSMs) responsible for our Commercial and Enterprise accounts. We're looking for a leader who embodies a player-coach mentality, bringing strategic thinking, adaptability, and a passion for building strong operational systems. You'll be accountable for core team metrics like NRR, churn, retention, product adoption, and expansion, leveraging current processes and supporting the development of additional structure with cadences, coaching, and operational discipline.

What You'll Do

As a Manager, Customer Success at arenaflex, your key responsibilities will include:

• Leading and developing a high-performing global team of Customer Success Managers to deliver measurable ROI, drive adoption and utilization, and ensure consistent achievement of team goals around NRR, churn mitigation, and success milestones
• Designing and implementing scalable customer success strategies that enhance customer engagement, CSAT, scores, NPS, and long-term retention across the portfolio
• Acting as a strategic escalation point, partnering closely with CSMs to resolve issues with urgency while maintaining a customer-first mindset
• Implementing and holding accountable best practices, process improvements, training, playbooks, and feedback loops to ensure the team is having consistently valuable conversations with customers
• Conducting call reviews, coaching, and giving constructive feedback to ensure our interactions are driving product adoption and customer outcomes
• Working closely with internal teams (Product, Sales, Marketing, Implementation & Success-Growth) to align priorities with customer needs and deliver increasing value over time
• Continuously raising the bar on what's expected of customer success team members to create a high-performing team

Who You Are

We're seeking a seasoned professional with:

• 3+ years of experience leading high-performing CSM teams in B2B SaaS and 6+ years of experience in customer-facing roles
• A strong operational mindset, able to drive effective cadences, processes, and accountability structures
• A strategic thinker who has seen great Customer Success and has a plan to scale toward it
• A player-coach mentality, willing to step into customer conversations and lead by example
• A proven track record of owning and exceeding team metrics such as churn, expansion, and adoption
• A passion for mentoring and developing people through feedback and coaching
• The ability to thrive in fast-paced, evolving environments and bring structure to ambiguity
• High energy, collaborative leadership skills that inspire others and build strong team culture

Diversity & Inclusion at arenaflex

We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At arenaflex, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status.

Accommodations

If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at [[email protected]](mailto:[email protected]). Let's grow together!

Apply Now

Ready to join our team and drive growth and retention for arenaflex ecommerce clients? Apply now to become our next Manager, Customer Success! Apply for this job