Experienced Customer Success Manager – Merchant Services Team

Are you a customer-centric professional with a passion for driving growth and retention in a fast-paced, dynamic environment? Do you thrive in a role where no two days are the same, and you're constantly challenged to think creatively and develop innovative solutions? If so, we invite you to join arenaflex, a leading provider of Accounts Receivable Efficiency Suite, as our next Customer Success Manager for our Merchant Services team.

About arenaflex

arenaflex is a cutting-edge technology company that simplifies the invoice-to-cash process for growing businesses. Our innovative platform automates invoicing, facilitates B2B payments, and streamlines cash application with AI. With a strong presence in the U.S. and Canada, and offices in Atlanta and Miami, we've built a reputation for delivering exceptional customer experiences and driving business growth for our clients. As a valued member of our team, you'll have the opportunity to work with a talented group of professionals who share your passion for innovation, customer success, and excellence.

Our Values

At arenaflex, we live by a set of core values that guide everything we do:

• We obsess over our customers, delivering exceptional experiences that exceed their expectations.
• We help each other, fostering a culture of collaboration, empathy, and support.
• We embrace diversity, celebrating the unique perspectives and backgrounds that make our team stronger.
• We find better ways, constantly seeking innovative solutions to complex problems.
• We get things done, prioritizing speed, accuracy, and results.
• We own it, taking responsibility for our actions and outcomes.

Job Summary

As a Customer Success Manager for our Merchant Services team, you'll play a critical role in driving long-term relationships with our customers, developing a deep understanding of their business needs, and exploring ways to support their objectives. You'll leverage your expertise in SaaS-based customer success, merchant services, and payment acquirers to anticipate and resolve problems, while collaborating with cross-functional teams to propose scalable improvements to our customer journey.

Key Responsibilities

* Own the customer lifecycle, seamlessly transitioning Enterprise customers from onboarding to long-term adoption and success.

• Drive growth and retention by building and maintaining Strategic Account Plans, creating shared KPIs, and reviewing, mapping, and measuring customer progress.
• Advocate for the customer, interacting with sales, professional services, and product teams to connect client wishes to the larger business strategy.
• Resolve customer problems, maintaining visibility into customer issues and requests, and acting as a point of escalation for high-severity requests.
• Propose improvements, coordinating with other teams to identify problems that affect multiple clients and forecast future churn.

Essential Qualifications

* 5+ years of experience in a SaaS-based customer success role, with a background in merchant services, payment acquirers, and/or ISO environments.

• Bachelor's Degree in Business, Marketing, Communications, Economics, or a related field.
• Customer obsession, with a resolute focus on the needs of the customer above all.
• Agility, with the ability to adapt to ambiguous and complex problems, taking a flexible and resourceful approach.
• Follow-through, with high motivation, bias to action, and strong prioritization.
• Empathy, with the ability to relate to others with a different view or experience.
• Collaboration, with assertive humility and the ability to lead change in a positive way.
• Analytical thinking, with the ability to quickly identify and comprehend complex problems.

Preferred Qualifications

* Experience in a payment facilitator (Payfac) or ISO environment.

• Knowledge of payment processing, payment gateways, and payment networks.
• Familiarity with ERP systems, such as SAP, Oracle, or Microsoft Dynamics.
• Certification in customer success, sales, or a related field.

What We Offer

* Competitive salary and bonus structure.

• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) matching program.
• Flexible work arrangements, including remote work options.
• Professional development opportunities, including training, mentorship, and career growth.
• Collaborative and dynamic work environment, with a talented team of professionals who share your passion for innovation and customer success.

How to Apply

If you're a motivated and customer-centric professional with a passion for driving growth and retention, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, qualifications, and why you're the ideal candidate for this role. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and considers all applicants for employment without discrimination. We're committed to providing an environment that's inclusive and accessible, and we welcome applications from diverse candidates. If you require accommodation for the recruitment or interview process, please let us know, and we'll work with you to ensure your needs are addressed. Apply for this job