Strategic Technical Customer Success Manager – Enterprise & Mid‑Market Merchant Partnerships

About arenaflex – Pioneering the Future of Merchant Financing

arenaflex is at the forefront of transforming how businesses of every size offer financing solutions to their customers. By blending cutting‑edge technology with deep industry expertise, we empower merchants to create flexible, transparent, and profitable payment experiences. Our platform is trusted by leading enterprises and fast‑growing mid‑market brands worldwide, and our mission is to make financing simple, secure, and scalable for every shopper. As we continue to expand our footprint, we are looking for a dynamic, technically savvy Customer Success Manager to champion the success of our most strategic accounts.

Why This Role Matters

The Technical Customer Success Manager you will become a pivotal member of arenaflex’s Customer Success team, directly influencing revenue growth, churn reduction, and overall customer satisfaction. You will serve as the trusted advisor for enterprise‑level and mid‑market merchants, translating their business objectives into actionable outcomes on the arenaflex platform. Your ability to blend technical insight with relationship‑building will drive deeper adoption, uncover expansion opportunities, and shape the product roadmap through real‑world feedback.

Key Responsibilities

• Strategic Account Ownership: Lead a portfolio of high‑value enterprise and mid‑market merchants, acting as the primary point of contact for all technical and business‑related inquiries.
• Onboarding & Enablement: Design and execute comprehensive onboarding programs that accelerate time‑to‑value, ensuring merchants understand how to configure, integrate, and optimize arenaflex solutions.
• Technical Advisory: Conduct deep‑dive technical reviews, architecture assessments, and performance audits to help customers align arenaflex capabilities with their internal systems and growth plans.
• Growth & Expansion: Identify upsell and cross‑sell opportunities by analyzing usage patterns, transaction data, and merchant goals; develop tailored expansion plans that increase average revenue per account.
• Churn Mitigation: Proactively monitor health metrics, resolve escalations, and implement retention strategies that keep churn rates below target thresholds.
• Feedback Loop: Capture detailed merchant feedback, translate it into actionable product requirements, and collaborate with product, engineering, and sales teams to prioritize enhancements.
• Data‑Driven Success Planning: Build and maintain success plans with measurable KPIs, quarterly business reviews (QBRs), and executive summaries that demonstrate ROI for each merchant.
• Thought Leadership: Represent arenaflex at senior merchant meetings, industry webinars, and conferences, positioning the company as a trusted partner in the financing ecosystem.
• Collaboration & Knowledge Sharing: Work closely with internal stakeholders—sales, support, product, and marketing—to ensure a seamless, unified experience for customers.

Essential Qualifications

• 5+ years of experience in customer success, account management, or a related role, preferably within SaaS, fintech, or e‑commerce environments.
• Demonstrated success managing enterprise‑level or high‑growth mid‑market accounts, with a track record of reducing churn and driving revenue expansion.
• Strong technical foundation: experience with API integrations, data pipelines, and platform configuration (e.g., RESTful APIs, JSON, OAuth, webhook setups).
• Excellent communication skills—ability to convey complex technical concepts to both technical and non‑technical stakeholders, including C‑suite executives.
• Proven analytical mindset: comfortable using data analytics tools (SQL, Tableau, Looker, or similar) to derive insights and inform strategic recommendations.
• Self‑starter with a high degree of ownership; thrives in fast‑paced, results‑oriented environments.
• Bachelor’s degree in Business, Computer Science, Engineering, or a related field (or equivalent practical experience).

Preferred Qualifications

• Experience in the merchant financing or payment processing industry.
• Advanced degree (MBA, MS) or certifications such as Certified Customer Success Manager (CCSM) or Project Management Professional (PMP).
• Familiarity with CRM platforms (Salesforce, HubSpot) and customer success tools (Gainsight, Totango).
• Background in consulting or professional services, providing a structured approach to problem solving and solution design.
• Multilingual abilities or experience working with global merchant bases.

Core Skills & Competencies

• Relationship Management: Ability to build trust, influence decision‑makers, and maintain long‑term partnerships.
• Technical Acumen: Comfort navigating APIs, data schemas, and integration workflows; capable of troubleshooting technical issues alongside engineering teams.
• Strategic Thinking: Vision to align merchant objectives with arenaflex’s product roadmap and market trends.
• Data Literacy: Proficiency in interpreting usage metrics, financial data, and performance dashboards to drive actionable insights.
• Communication & Presentation: Strong written and verbal skills; ability to craft compelling QBR decks, executive summaries, and product briefs.
• Problem Solving: Resourceful in diagnosing challenges, proposing solutions, and coordinating cross‑functional resources to resolve them.
• Collaboration: Team‑oriented mindset that fosters knowledge sharing and collective success across departments.

Career Growth & Learning Opportunities

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

• Mentorship programs with senior leaders in product, engineering, and go‑to‑market teams.
• Continuous learning stipends for certifications, conferences, and online courses.
• Opportunities to transition into senior leadership roles such as Director of Customer Success, Product Management, or Enterprise Sales.
• Cross‑functional project assignments that broaden your exposure to product development, data science, and market strategy.
• Regular internal hackathons and innovation labs where you can prototype new features or process improvements.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Innovation, Impact, and Inclusion. We celebrate curiosity, encourage bold ideas, and empower every employee to make a measurable difference. Key aspects of our environment include:

• Remote‑first flexibility: Work from anywhere while staying connected through virtual collaboration hubs.
• Results‑driven ethos: Clear goals, transparent metrics, and recognition programs that reward high performance.
• Collaborative spirit: Regular cross‑departmental syncs, open‑door leadership, and a culture of constructive feedback.
• Diversity & Belonging: Employee resource groups, inclusive hiring practices, and a commitment to equitable growth.
• Well‑being focus: Mental‑health resources, generous PTO, and wellness allowances to support a balanced life.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures vary by market and experience, candidates can expect:

• Base salary aligned with industry standards for senior technical customer success roles.
• Performance‑based bonuses tied to revenue growth, churn reduction, and customer satisfaction metrics.
• Equity participation through stock options or RSUs, giving you a direct stake in arenaflex’s success.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Retirement savings plans with company matching contributions.
• Generous paid time off, parental leave, and flexible holiday schedules.
• Professional development budget, conference attendance, and certification reimbursements.
• Home office stipend, high‑speed internet subsidy, and ergonomic equipment allowances.

How to Apply

If you are passionate about driving merchant success, thrive in a technically complex environment, and want to shape the future of financing solutions, we want to hear from you. Join arenaflex and become a catalyst for growth, innovation, and lasting customer impact.

Apply Now and start your journey with arenaflex today!