Experienced Customer Success Professional – Drive Business Growth and Customer Loyalty at arenaflex
At arenaflex, we're revolutionizing the way people interact with cryptocurrency by making portfolio tracking and tax compliance simple. As a globally distributed team, we're on a mission to enable everyone in the world to use crypto with peace of mind. If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you.
About arenaflex
arenaflex is a leading provider of cryptocurrency portfolio tracking and tax compliance solutions. With over 1M tax forms generated and $80B+ in cryptocurrency tracked on our platform, we're proud of our achievements in the cryptocurrency space. Our team is made up of experienced professionals who are dedicated to making a positive impact on the world. We're backed by top investors, including Accel, General Catalyst, Y Combinator, and Initialized Capital, and have received funding of over $100M.
Your Mission
As a Customer Success Professional at arenaflex, your mission will be to drive brand loyalty through exceptional customer support and customer success. You'll be responsible for onboarding and managing key relationships with enterprise customers and premium consumer segment, identifying and implementing strategic improvements in the customer experience team, and delivering an industry-leading customer experience.
One Year Outcomes
In the first year, you'll be expected to achieve the following outcomes:
- Drive retention of key relationships amongst enterprise customers and premium consumer segment
+ Onboard and manage the first 50 Enterprise Clients + Manage 50% of Whale Accounts + Achieve 90% Satisfaction with all Enterprise Clients and Whale Customers
- Identify and implement strategic improvements in the customer experience team across both support and success, which reduce ticket volume by 10% and/or drive >5 pt increase in satisfaction
- Deliver an industry-leading customer experience through ticketing, supporting 50% of Priority Support needs with +80% CSAT
- Demonstrate expertise in crypto and the arenaflex product; provide regular insights and customer feedback to improve customer loyalty, reduce friction in the product, and differentiate arenaflex
What You Will Do
As a Customer Success Professional, you'll be responsible for:
- Resolving customer support tickets from consumer customers, as well as managing relationships with premium support segment/Enterprise Customers
- Engaging with customers across phone, video, email, and other channels as required
- This role is a blend of customer support/success (50/50) with a goal of transitioning to a 100% customer success/client management role
What We Look For
We're looking for a highly motivated and experienced professional who is passionate about delivering exceptional customer experiences and driving business growth. The ideal candidate will have:
- Impact: Demonstrated ability to drive business impact
- Mission alignment: Hungry and motivated about making progress towards our mission of enabling everyone in the world to use crypto with peace of mind
- Trust: Say what you believe. Do what you say.
- Communication: Able to clearly talk about the details and also zoom out to the bigger picture
- Role-specific skills:
+ Able to identify problems and solutions, provide recommendations, and prioritize workload for the most significant impact + Trend and identify high-volume issues to impact change + Have a customer-first mindset; advocate for the customer and serve as their voice across the organization + Ability to communicate with C-level executives, high-net-worth individuals, and/or advanced crypto users and when doing so clearly and succinctly articulate challenges and resolutions while appropriately setting customer expectations with empathy
What We Offer
We offer a competitive salary range of $104,000 - $130,000, based on a variety of job-related factors including relevant skills, education, and experience. This position also includes equity in arenaflex and benefits like medical, dental, vision, 401(k), life insurance, and PTO.
How to Apply
If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you. Apply now to join our team at arenaflex and be a part of our mission to enable everyone in the world to use crypto with peace of mind.
Benefits and Perks
* Competitive salary range of $104,000 - $130,000
- Equity in arenaflex
- Medical, dental, vision, 401(k), life insurance, and PTO benefits
- Opportunity to work with a leading provider of cryptocurrency portfolio tracking and tax compliance solutions
- Collaborative and dynamic work environment
- Professional development opportunities
- Flexible work arrangements
Why Join arenaflex?
At arenaflex, we're passionate about making a positive impact on the world. We're a team of experienced professionals who are dedicated to delivering exceptional customer experiences and driving business growth. If you're looking for a challenging and rewarding role that will allow you to grow and develop your skills, we want to hear from you.
Apply Now
Don't miss out on this opportunity to join our team at arenaflex. Apply now to become a Customer Success Professional and be a part of our mission to enable everyone in the world to use crypto with peace of mind. Apply for this job