Experienced Full Stack Customer Success Manager – Workforce Management and Automation
At arenaflex, we're on a mission to revolutionize the way hourly jobs are managed, turning them into good jobs that empower employees and drive business success. As a seasoned Customer Success Manager, you'll play a critical role in helping our customers unlock the full potential of our Intelligent Automation platform, driving growth, and shaping our product roadmap.
About arenaflex
arenaflex is a remote, mission-driven team of exceptional talent, seeking like-minded individuals to propel our vision. We're a collaborative, fast-paced, and entrepreneurial environment where you'll grow your skills, work closely with experienced executives, and contribute significantly to our mission. Our award-winning AI-native workforce management platform is intelligent, automated, and employee-centric, delivering 13x ROI for labor-intensive organizations.
Your Role
As a Customer Success Manager, you'll be responsible for building trusted relationships with key customer contacts, driving growth, and shaping our product roadmap. You'll serve as the point person for a portfolio of multi-stakeholder, mixed industry customers, sometimes owning entire customer relationships. Your primary objectives will be to:
- Establish high levels of customer partnership and trust, demonstrating a deep understanding of their labor and workforce management strategies and desired business outcomes.
- Leverage insight into customers to manage expectations and motivate them through unlocking the full potential of arenaflex's product.
- Support customers through requests, issues, escalations, and feedback.
- Advocate for your customers across arenaflex, representing them to all internal departments.
Key Responsibilities
* Relationship Management: + Serve as point person for a portfolio of multi-stakeholder, mixed industry customers. + Establish high levels of customer partnership and trust. + Leverage insight into customers to manage expectations and motivate them. + Support customers through requests, issues, escalations, and feedback. + Advocate for your customers across arenaflex.
- Engagement Management:
+ Lead customers from implementation and training through to active, productive engagement with the product. + Collaborate with customers to advise on organizational/process changes required to integrate micro-testing into their overall promotional and price planning process. + Deliver the above on schedule by maintaining momentum on many workstreams with multiple stakeholders and deliverables. + Contribute to the development of best practices and internal tools/automation opportunities across the customer success lifecycle. + Own the end-to-end renewal process – conducting Executive Business Reviews, identifying expansion opportunities, managing contract negotiations, and coordinating with product teams. + Serve as the voice of the customer by identifying patterns and feeding these insights into product management roadmaps, working closely with internal teams. + Forecast, report on, and proactively mitigate retention and renewal risks.
- Commitment to One Another:
+ Effectively delegate tasks while managing requests among multiple customer teams. + Mentor to others on account management and educate on specific customer needs. + Motivate others and provide continuous feedback.
- Product Expertise:
+ Become a product expert in core arenaflex WFM modules. + Maintain core product expertise for end users and configuration. + Grow product knowledge through regular release training. + Communicate upcoming release themes and dates to the customer.
What You'll Need
* A minimum of 5 years experience in customer-facing support or success roles.
- Ideally be based on the West Coast (mountain or pacific time zones).
- History of managing complex accounts with multiple stakeholder points of contact, with high customer satisfaction.
- Experience motivating customers through a process or organizational change to desired outcomes.
- Experience analyzing data and synthesizing it into data-driven stories and presentations.
- Understand and have experience with the workforce management (WFM) ecosystem; ideally direct exposure to WFM SaaS software.
- Ability to present and position complex products persuasively, especially when engaging with executives.
- A knack for bringing order to chaos and an enthusiastic “roll up your sleeves” mentality.
- You are a true team player.
- Natural relationship-builder who brings structure and best practices to complex customer environments.
- Strategic mindset with the ability to analyze customer needs and the market to capitalize on growth opportunities.
- Passion for AI and interest in responsible development of advanced systems.
What's in it for You
* Experience the excitement of working at and growing with an expanding venture-backed SaaS startup where you can make a huge difference.
- Be part of an exceptionally talented team that retains a significant focus on personal and professional development.
- Contribute to and get recognized for a significant period of growth for the business.
Compensation and Benefits
* Salary Range: $120,000 – $140,000 + Bonus + Stock Equity
- Competitive compensation and benefits packages to all employees.
- Flexible medical, dental, and vision plans effective on the first day of employment.
- 401k plan.
- Unlimited Paid Time Off and Paid Holidays.
- Parental Leave.
- Equity.
- Monthly Wellness Reimbursement.
- Monthly Lunch on arenaflex.
About arenaflex
arenaflex is a remote, mission-driven team of exceptional talent, seeking like-minded individuals to propel our vision. We're a collaborative, fast-paced, and entrepreneurial environment where you'll grow your skills, work closely with experienced executives, and contribute significantly to our mission. Our award-winning AI-native workforce management platform is intelligent, automated, and employee-centric, delivering 13x ROI for labor-intensive organizations.
Background and Opportunity
There are almost 75 million hourly workers in the United States, representing more than half of the entire workforce. Historically, managing hourly employees has been difficult due to high attrition (average of 60%) and high replacement costs (average of $3,200 per employee in retail). The ongoing labor shortage and competition from the gig economy, make it more difficult to attract and retain hourly employees. The top reasons hourly employees leave their jobs are a lack of schedule empowerment, poor communication with employers, and an inability to get paid early. Gen Z and the millennial workforce demand gig-like flexibility, modern technology, and compelling work options. arenaflex's mission is to turn hourly jobs into good jobs, serving the hourly workers who make up the majority of the US workforce.
Equal Employment Opportunity
arenaflex Technologies is proud to be an equal-opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
Disability Accommodation
For individuals with disabilities who need additional assistance at any point in the application and interview process, please email [email protected].
How We Determine What We Pay
As a fully remote employer, arenaflex determines pay for positions using local, national, and industry-specific survey data. We evaluate external equity and the cost of labor/prevailing wage index in the relative marketplace for jobs directly comparable to jobs within our company. Our posted salary range is based on national data and may be refined for a candidate's region/town/cost of living. For new hires, we strive to make competitive offers allowing the new employee room for future growth. Salaries will be based on the applicant's location, level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and internal equity within the company for the same position. An employee/candidate with a stronger skill set will receive higher pay.
Job Applicant Privacy Policy
This Job Applicant Privacy Policy (“Policy”) describes how arenaflex Technologies, Inc. (“arenaflex”, “we”, “us”, and “our”) collects, uses, and discloses “personal information” as defined under California law from and about job applicants who are residents of California. This Policy does not apply to our handling of data gathered about you in your role as a user of our consumer-facing services. When you interact with us as in that role, the arenaflex Privacy Policy applies. If you have any questions about this Policy, please contact [email protected].
Apply Now
Ready to join our mission and grow your career? Apply now to become a part of arenaflex's exceptional team. Apply for this job