Senior Customer Success Manager – Enterprise Retail Solutions & Strategic Growth Leader at arenaflex

About arenaflex – Empowering Industries with Cutting‑Edge Mobile Data Capture

At arenaflex, we believe technology should amplify human potential. Our patented mobile data capture and augmented reality platforms turn everyday devices into powerful tools that streamline operations, boost productivity, and unlock new revenue streams. From accelerating last‑mile deliveries to ensuring patients receive the right medication, our solutions serve a diverse portfolio of industries—including retail, logistics, healthcare, and manufacturing. As a fast‑growing, globally recognized innovator, arenaflex is committed to building an inclusive, people‑first culture where curiosity thrives, collaboration is the norm, and every employee can “capture every opportunity.”

Why This Role Matters

The Senior Customer Success Manager (CSM) sits at the strategic heart of arenaflex’s Enterprise Success team. Reporting directly to the Vice President of Enterprise Success, you will own the end‑to‑end success journey of one of our largest retail accounts. Your mission is to translate the client’s business objectives into measurable outcomes, drive deep adoption of arenaflex’s advanced capabilities, and act as a trusted advisor who shapes product direction based on real‑world insights. This is a high‑visibility role that blends technical acumen, strategic planning, and people leadership to deliver tangible value for both the client and arenaflex.

Key Responsibilities

Strategic Program Ownership

• Design, launch, and manage comprehensive success programs tailored to the assigned retail client, ensuring alignment with their strategic goals and key performance indicators (KPIs).
• Develop detailed project roadmaps, set milestones, and coordinate cross‑functional resources to guarantee on‑time delivery of initiatives.
• Continuously monitor program health, track product usage metrics, and produce executive‑level reports for both the client and arenaflex senior leadership.

Customer Advocacy & Adoption

• Lead technical discovery sessions to uncover opportunities for expanding arenaflex’s solution footprint within the client’s ecosystem.
• Drive adoption of new features, software upgrades, and integration projects by crafting compelling business cases and ROI analyses.
• Serve as the primary escalation point for any technical or operational issues, proactively mitigating risks and ensuring swift resolution.

Product Influence & Innovation

• Gather and synthesize client feedback, translating real‑world use‑case requirements into actionable product enhancements.
• Partner closely with arenaflex’s product, engineering, and design teams to champion feature requests and influence the product roadmap.
• Present thought‑leadership content and best‑practice workshops that illustrate how arenaflex’s mobile data capture and AR solutions can transform retail workflows.

Cross‑Functional Collaboration

• Facilitate seamless communication between internal stakeholders—including sales, support, professional services, and engineering—to ensure a unified customer experience.
• Coordinate with key partners and system integrators, providing technical expertise and guidance to accelerate joint initiatives.
• Mentor junior members of the Enterprise Success team, sharing knowledge and fostering a culture of continuous improvement.

Essential Qualifications

• Minimum 7 years of experience in presales, solutions engineering, technical consulting, software engineering, or program management within a fast‑paced technology environment.
• Demonstrated success managing large‑scale enterprise accounts, preferably in the retail sector or other high‑volume, mobile‑first industries.
• Strong technical foundation with hands‑on experience in enterprise software systems, mobile SDKs, APIs, and data integration patterns.
• Proven ability to translate complex technical concepts into clear, business‑focused narratives for C‑level and non‑technical audiences.
• Exceptional written and verbal communication skills, including experience delivering presentations, proposals, and executive briefings.
• Analytical mindset with a data‑driven approach to measuring success, identifying trends, and recommending optimizations.
• Bachelor’s degree in Computer Science, Engineering, or a related discipline (preferred but not mandatory).
• Willingness to be based in or relocate to Bentonville, AR, or Dallas, TX, with regular travel to client sites as needed.

Preferred Qualifications & Additional Skills

• Experience with mobile data capture, barcode scanning, or augmented reality technologies.
• Familiarity with SaaS subscription models, renewal processes, and expansion strategies.
• Project management certification (PMP, Scrum Master, or equivalent) or demonstrated agile methodology expertise.
• Track record of influencing product strategy through customer insights and market research.
• Multilingual abilities or experience working with global, multicultural teams.

Core Competencies for Success

• Customer Obsession: A relentless focus on delivering value and exceeding client expectations.
• Strategic Thinking: Ability to see the big picture, anticipate future needs, and align initiatives with long‑term business goals.
• Leadership & Influence: Comfortable leading cross‑functional teams without direct authority, driving consensus, and inspiring action.
• Problem Solving: Proactive identification of risks and creative development of mitigation strategies.
• Technical Acumen: Comfort navigating APIs, SDKs, and integration architectures to guide customers through complex deployments.
• Data Literacy: Proficiency in interpreting usage analytics, constructing dashboards, and communicating insights.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Senior Customer Success Manager, you will have access to:

• Mentorship from senior leaders, including the VP of Enterprise Success and the Chief Technology Officer.
• Annual learning budgets for certifications, conferences, and advanced technical training.
• Opportunities to transition into senior leadership roles such as Director of Customer Success, Product Strategy Lead, or Global Account Executive.
• Participation in internal innovation hackathons, where you can prototype new solutions and showcase them to the executive team.
• Cross‑regional exposure through collaboration with arenaflex offices in Zurich, London, Boston, Tokyo, and other global hubs.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: People‑First, Innovation‑Driven, and Inclusive. We celebrate diversity, encourage curiosity, and empower every employee to take ownership of their work. Highlights of our environment include:

• Flexible work arrangements—choose office, hybrid, or remote setups that suit your lifestyle.
• State‑of‑the‑art collaboration spaces equipped with the latest tech tools to enable high‑productivity work.
• Regular team outings, community service days, and global all‑company celebrations that foster camaraderie.
• Generous paid time off for birthdays, holidays, and personal wellness.
• Comprehensive health, dental, and vision plans, along with a competitive individual equity program.
• Recognition programs that highlight outstanding contributions and innovative ideas.

Compensation, Perks & Benefits

While exact figures will be discussed during the interview process, candidates can expect a market‑competitive salary, performance‑based bonuses, and an attractive equity package that aligns your success with arenaflex’s growth. Additional benefits include:

• Health, vision, and dental coverage for you and your dependents.
• Retirement savings plans with company matching contributions.
• Paid parental leave and family‑friendly policies.
• Professional development stipend and access to an extensive library of online courses.
• Wellness programs, including gym memberships, mental‑health resources, and ergonomic home‑office support.
• Travel reimbursement for client site visits and conference attendance.

Commitment to Diversity, Equity & Inclusion

arenaflex is proud to be recognized as a “Great Place to Work” in multiple countries. We are dedicated to creating an environment where every voice is heard, every background is valued, and every employee feels safe to bring their authentic self to work. All qualified applicants will receive consideration for employment without regard to race, color, nationality, religion, sexual orientation, gender identity, age, disability, or any other protected characteristic.

Ready to Make an Impact?

If you are a strategic, technically savvy leader who thrives on turning complex challenges into measurable success, we want to hear from you. Join arenaflex’s Enterprise Success team and help shape the future of mobile data capture for some of the world’s most innovative retailers.

Apply today and start your journey with arenaflex—where imagination meets execution.

Visit arenaflex.com for more information