Experienced Customer Success Manager – Building Customer Relationships at arenaflex

At arenaflex, we're revolutionizing the way B2B companies interact with their customers. Our cutting-edge platform is designed to help businesses move beyond reactive support and build true customer relationships. As a Customer Success Manager at arenaflex, you'll play a pivotal role in helping our customers get the most out of our product, from onboarding through renewal. This is a unique opportunity to join a small team and help shape the future of customer success at arenaflex.

About arenaflex

arenaflex is a fast-growing B2B company that's redefining the customer support landscape. We're building a platform that unifies all customer interactions, enables faster team collaboration, and supercharges workflows with AI. Our product is designed to power high-quality customer interactions, and you'll be using it every day to help our customers succeed. With offices in SF and London, this role is based in our SF office with an expectation of 3+ days/week in person.

The Role

As our first dedicated Customer Success Manager, you'll be responsible for owning customer onboarding, renewals, and expansions. You'll work closely with customers, product engineering, support, and sales to ensure our customers are successful and excited to grow with us. This is a hybrid role that spans onboarding, post-sales success, support enablement, and product feedback. You'll be the voice of the customer, gathering and summarizing feedback, advocating for customer priorities, and influencing product roadmap conversations.

Key Responsibilities

* Own customer onboarding, including gathering context from sales, leading customer onboardings, and building relationships with high-value customers early on to drive adoption and long-term success.

• Own renewals and expansions, tracking contract timelines, uncovering new use cases, and driving upsell conversations in partnership with product and sales.
• Be the voice of the customer, gathering and summarizing feedback, advocating for customer priorities, and influencing product roadmap conversations.
• Improve customer education, helping to improve onboarding flows, support docs, and async resources so customers can self-serve with confidence.
• Stay close to support, working closely with the support team to triage escalations, follow up on feedback, and evolve how we support our users with arenaflex itself.

What We're Looking For

* 3-5 years' experience in a Customer Success, CX, or post-sales role at an early-stage B2B SaaS company.

• Hands-on and proactive approach, with a willingness to jump into Slack with customers, jump on calls when needed, and follow up consistently.
• Great product sense, with the ability to translate feedback into structured insights and push back constructively.
• Excellent communication skills, with the ability to communicate clearly and thoughtfully, knowing when to go async and when to hop on a video call.
• Experience supporting $10k-50k+ ACV customers and managing multiple accounts without dropping the ball.
• Enjoy working cross-functionally with product, GTM, and support, with a willingness to be in the middle of everything.
• Excited to help build the foundations of customer success at arenaflex from scratch.
• Bonus: Ability to handle technical topics with ease, with comfort talking APIs, webhooks, integrations, and workflows with customers.

What We're Not Looking For

* Someone who prefers working behind the scenes, as this is a high-touch, customer-facing role.

• Someone who doesn't enjoy fast-paced and proactive communication, as most conversations happen in calls, Slack, and Notion.
• Someone who wants a management position right away, as this is an individual contributor role.
• Someone who needs everything figured out, as we're a small team and ambiguity is part of the job.
• Someone who isn't interested in working in person, as this role is based in SF, and we work together in the office at least 3 days a week.

Why Join arenaflex?

* Opportunity to join a small team and help shape the future of customer success at arenaflex.

• Collaborative and dynamic work environment with a focus on customer relationships.
• Competitive compensation and benefits package.
• Professional development opportunities and a chance to grow with the company.
• Flexible work arrangements, including remote work options and a focus on work-life balance.

How to Apply

If you're passionate about building customer relationships and excited about the opportunity to join arenaflex, please submit your application through the link below. We can't wait to hear from you! Apply to this Job

Equal Opportunities Employer

arenaflex is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to creating an inclusive and diverse work environment that reflects the communities we serve. Apply for this job