Experienced Scale Customer Success Manager – AMER

Join arenaflex, a pioneering HR platform that's revolutionizing the way businesses navigate global employment, as a Scale Customer Success Manager – AMER. In this role, you'll be a trusted advisor and advocate for our customers, ensuring a seamless onboarding experience, building strong relationships, and fostering long-term partnerships.

About arenaflex

arenaflex is solving modern organizations' biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future-focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find arenaflexers working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote. We encourage every member of the arenaflex team to bring their talents, experiences, and culture to the table to help us build the best-in-class HR platform. If you are energetic, curious, motivated, and ambitious, be part of our world. Apply now and define the future of work!

The Role

As a Scale Customer Success Manager, you'll be responsible for the entire customer journey, from onboarding to long-term relationship management. You'll own client retention and expansion, identifying upselling and cross-selling opportunities from the Onboarding phase. You'll manage campaigns and product promotion, and introduce new features to clients. You'll ensure delivery model is focused on quality and customer success outcomes. You'll monitor customer complaints and provide assistance to solve any concerns or problems. You'll gather customer feedback regularly and share with our Product, Sales, Global Operations, Finance, Legal, and Growth teams.

What You Bring

* Expertise in the customer lifecycle, with particular emphasis on the Onboarding phase

• Proven track record of growing and developing customers, with a keen ability to understand client needs and suggest targeted solutions
• Ability to manage implementation/onboarding projects and working with a large book of clients
• Excellent attention to detail
• A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals
• Deep understanding of the different stakeholders in your book of business and how to address them in writing, speaking, and presenting
• Fluent written and spoken English, with well-structured communication skills

What We Consider a Plus

* Knowledge of how global organizations and start-ups work

• Readiness to work in a fast-paced environment
• Understanding of remote working

What You'll Do

* Take responsibility for the entire customer journey, from onboarding to long-term relationship management

• Own client retention and expansion, identifying upselling and cross-selling opportunities from the Onboarding phase
• Manage campaigns and product promotion, and introduce new features to clients
• Ensure delivery model is focused on quality and customer success outcomes
• Monitor customer complaints and provide assistance to solve any concerns or problems
• Gather customer feedback regularly and share with our Product, Sales, Global Operations, Finance, Legal, and Growth teams
• Educate and train customers on key information and processes to set them up for success
• Become a global HR expert, sharing your expertise on all of arenaflex's products and services with our customers, especially in Employer of Record, Global Payroll, and Contractor management

arenaflex Compensation Philosophy

arenaflex's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries. Our salary ranges are determined by role, level, and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change. The annual salary range for this full-time position is $29,550—$99,700 USD.

Benefits

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all arenaflexers:

• work from anywhere
• flexible paid time off
• flexible working hours (we are async)
• 16 weeks paid parental leave
• mental health support services
• stock options
• learning budget
• home office budget & IT equipment
• budget for local in-person social events or co-working spaces

How You'll Plan Your Day (and Life)

We work async at arenaflex which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async. You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

How to Apply

Please fill out the form below and upload your CV with a PDF format. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at arenaflex. If you don’t have an up-to-date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead. We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to. Please note we accept applications on an ongoing basis. Apply for this job