Strategic Customer Success Manager – Consumables Category – Driving Growth, Innovation, and Partner Success at arenaflex

About arenaflex – Pioneering the Future of Retail Partnerships

arenaflex is a global leader in e‑commerce and marketplace solutions, empowering millions of sellers to reach customers worldwide. Our Vendor Services organization partners with the most influential brands across health, personal care, pet supplies, grocery, beauty, and baby categories. By blending data‑driven insights with hands‑on operational expertise, arenaflex helps partners turn market opportunities into sustainable growth. As a member of the arenaflex family, you’ll join a culture that celebrates curiosity, relentless improvement, and a deep commitment to partner success.

Role Overview – Strategic Customer Success Manager, Consumables

We are seeking a seasoned Strategic Customer Success Manager to shape the future of our Consumables program. In this role you will own the end‑to‑end partnership experience for a portfolio of high‑impact sellers, crafting joint business plans, uncovering new selection and merchandising opportunities, and driving operational excellence. Your strategic mindset, data‑savvy approach, and ability to thrive amid ambiguity will directly influence the growth trajectory of some of the world’s most recognizable consumer brands.

Key Responsibilities

Business Growth & Strategic Planning

• Joint Business Planning: Co‑create long‑term growth roadmaps with each seller, aligning on selection expansion, traffic generation, conversion optimization, and operational improvements.
• Data‑Driven Insight Generation: Analyze marketplace trends, performance metrics, and consumer behavior to surface high‑impact opportunities and recommend actionable tactics.
• Solution Design & Value Propositioning: Develop tailored, out‑of‑the‑box recommendations that address seller pain points and deliver measurable ROI.
• Goal Management: Set, track, and report on key performance indicators (KPIs) for each seller, using metrics to guide strategy adjustments and celebrate wins.
• Cross‑Functional Collaboration: Partner with internal product, marketing, supply‑chain, and engineering teams to ensure seller initiatives are supported by the right resources.
• Risk & Trade‑off Navigation: Balance short‑term seller needs with long‑term strategic investments, making informed trade‑offs that protect both partner and arenaflex interests.

Seller Relationship Management

• Trusted Advisor Role: Build deep, consultative relationships, acting as the primary advocate for seller success within arenaflex.
• Operational Support Excellence: Deliver timely, accurate assistance within defined service level agreements (SLAs), ensuring sellers feel supported at every touchpoint.
• Issue Resolution & Escalation: Coordinate with cross‑functional teams to resolve complex challenges quickly, maintaining high satisfaction scores.
• Education & Enablement: Conduct regular training sessions on arenaflex tools, policies, and programs, empowering sellers to leverage new features for growth.
• Voice of the Seller: Capture feedback, aggregate themes, and champion seller priorities in internal product and policy discussions.

Program Process Excellence

• Thought Leadership: Define success criteria for the Consumables program, continuously refining processes to meet evolving market demands.
• Process Optimization: Identify inefficiencies, propose enhancements, and lead implementation of streamlined workflows across teams.
• Tool & SOP Development: Contribute to the design of new seller‑facing tools, standard operating procedures, and automation solutions.
• Feature Identification: Use data analysis and competitive benchmarking to pinpoint gaps, driving the creation of new product features.
• Project Communication: Own status reporting for initiatives, delivering concise updates to leadership and ensuring transparency across stakeholders.

A Day in the Life

While every day brings new challenges, a typical day for a Strategic Customer Success Manager at arenaflex might include:

• Reviewing KPI dashboards, identifying gaps, and preparing strategic recommendations for upcoming seller calls.
• Onboarding a new seller contact, walking them through arenaflex’s analytics suite and best‑practice merchandising tactics.
• Deep‑diving into a buyability issue flagged by a seller, collaborating with supply‑chain and catalog teams to resolve the problem.
• Coordinating with internal arenaflex partners to unblock pending tasks, ensuring sellers receive timely support.
• Meeting with the Retail Category Manager to align on broader category strategy and discuss how your sellers fit into that vision.
• Leading a joint session with a seller and internal stakeholders to introduce a new supply‑chain program, highlighting expected benefits and rollout steps.

Essential Qualifications

• Minimum 6 years of professional experience in corporate retail, buying, merchandising, planning, or related fields such as customer success, account management, consulting, sales, marketing, or e‑commerce.
• Bachelor’s degree or equivalent experience.
• Proven track record of building and nurturing high‑value client relationships, with a focus on driving adoption and utilization of platform services.
• Strong analytical skills: experience using data analysis, reporting, and forecasting to influence business decisions.
• Demonstrated ability to develop and execute strategic business plans in ambiguous, fast‑paced environments.
• Exceptional communication and presentation abilities, capable of influencing senior stakeholders both internally and externally.

Preferred Qualifications & Additional Skills

• MBA or advanced degree in business, analytics, or a related discipline.
• Deep e‑commerce experience, particularly within consumables or fast‑moving consumer goods (FMCG) categories.
• Retail background with a strong understanding of category dynamics, assortment planning, and promotional strategy.
• Experience with continuous‑improvement methodologies (Kaizen, Lean, Six Sigma, PDCA, DMAIC) and a passion for process optimization.
• 3+ years of negotiation experience, comfortably handling complex contracts and partnership agreements.
• Proficiency with analytics and productivity tools such as Oracle Business Intelligence, Salesforce, Microsoft Excel, SQL, OneNote, and SharePoint.
• Creative problem‑solving mindset, able to adapt frameworks to unique challenges and deliver innovative solutions.

Core Competencies for Success

• Strategic Thinking: Ability to see the big picture, anticipate market shifts, and craft forward‑looking plans.
• Customer‑Centricity: Deep empathy for seller goals, coupled with a relentless drive to exceed their expectations.
• Data Literacy: Comfort interpreting large data sets, extracting insights, and translating them into actionable recommendations.
• Collaboration: Skilled at influencing cross‑functional teams without direct authority, fostering a shared sense of purpose.
• Adaptability: Thrives in ambiguous environments, quickly pivoting when priorities change.
• Ownership & Accountability: Takes full responsibility for outcomes, proactively addressing obstacles and driving results.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Strategic Customer Success Manager you will:

• Gain exposure to senior leadership across multiple business units, expanding your internal network.
• Participate in advanced training programs covering data analytics, strategic consulting, and emerging e‑commerce technologies.
• Lead high‑visibility projects that shape the future of the Consumables category, positioning you for future leadership roles such as Director of Seller Success or Category Head.
• Access mentorship from seasoned industry veterans who will help you refine your strategic acumen and leadership style.

Work Environment & Culture at arenaflex

Our culture is built on inclusion, curiosity, and a relentless pursuit of excellence. At arenaflex you will find:

• A collaborative, fast‑moving environment where ideas are heard and acted upon.
• Flexible work arrangements, including hybrid office/home options, to support work‑life balance.
• Employee resource groups that celebrate diversity and foster a sense of belonging.
• Recognition programs that celebrate both individual and team achievements.
• State‑of‑the‑art tools and resources that empower you to deliver outstanding seller experiences.

Compensation, Perks & Benefits

arenaflex offers a competitive total‑compensation package that reflects market realities across the United States. While exact figures vary by location and experience, you can expect:

• A base salary that aligns with industry benchmarks for senior customer success roles.
• Performance‑based bonuses tied to seller growth metrics and program success.
• Equity participation, sign‑on incentives, and other long‑term reward components.
• Comprehensive health, dental, and vision coverage, along with generous paid time off, parental leave, and wellness programs.
• Retirement savings plans with company matching, tuition reimbursement, and continuous learning stipends.
• Access to employee assistance programs, disability coverage, and accommodations for candidates with disabilities throughout the hiring process.

How to Apply

If you are ready to partner with world‑class brands, drive measurable growth, and shape the future of consumables on the arenaflex platform, we want to hear from you. Please submit your application through our career portal. For any accommodation needs during the recruitment process, reach out to our talent acquisition team.

Apply Now – Strategic Customer Success Manager, Consumables

Join arenaflex – Make an Impact Every Day

At arenaflex, your work will directly influence the success of leading consumer brands and the experiences of millions of shoppers worldwide. Bring your strategic vision, analytical rigor, and passion for partnership to a role where you can truly make a difference. Apply today and become a catalyst for growth in the dynamic world of consumables.