Experienced Manager, Customer Success, SMB - Dedicated
Experienced Manager, Customer Success, SMB - Dedicated
Join arenaflex, a leading provider of innovative solutions for the restaurant industry, in a dynamic role that combines leadership, customer success, and technology expertise. As a Manager of Customer Success, SMB - Dedicated, you will be responsible for leading a team of Customer Success Managers to deliver exceptional customer experiences, drive growth, and exceed retention goals. If you're passionate about helping restaurants modernize their businesses and have a proven track record of leading high-performing teams, this is the opportunity for you.
About arenaflex
arenaflex is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy. Our platform is designed to provide a seamless customer experience, from ordering and payment to loyalty and marketing. We're committed to empowering the restaurant community with innovative solutions that drive growth and profitability.
The Customer Success Team
The Customer Success team at arenaflex strives to maximize customer value while protecting revenue and creating raving fans. As a Manager of Customer Success, you will be responsible for leading a team of Customer Success Managers who are well-versed in all things arenaflex and the customer journey. Your team will be in-market across multiple cities, representing Customer Success to arenaflex's most influential and highest-revenue SMB customers.
Key Responsibilities
- Managing a team of 6-8 Customer Success Managers to provide the best-in-class customer experience while exceeding growth and retention goals.
- Working closely with cross-functional partners in New Business, Onboarding, and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for regional growth.
- Collaborating with cross-functional partners in Product, Care, Education, and Pro Services to drive the highest levels of customer success throughout the post-live customer journey.
- Building, iterating, and streamlining playbooks, processes, and workflows to improve efficiency and effectiveness.
- Developing and implementing innovative ways to work smarter and scale the team.
- Managing the use of Salesforce and all related applications across all team members.
- Implementing and improving reports, dashboards, automated emails, surveys, and more to enhance customer engagement and retention.
- Identifying new and improved ways to deliver delight across customers and acting as a point of escalation for customer concerns and acute issues.
- Serving as an ambassador for the arenaflex culture, helping to ensure a high bar for performance and a trusting, collaborative, and fun environment.
Requirements
- 5+ years of experience in Customer Success in the SaaS industry.
- 2+ years of experience successfully leading and managing teams or cross-functional initiatives.
- Experience leading large process improvement projects.
- Excellent communication, interpersonal, and writing skills.
- A love for developing people in a high-growth environment.
- Enthusiasm about technology with demonstrated technical aptitude.
- Strong project management skills and an ability to multitask.
- Creative, analytical, and execution-oriented.
- Ability to effectively operate both strategically and tactically.
Special Sauce
While not essential, the following skills are a plus:
- Consulting experience, especially in the hospitality industry.
- arenaflex Product knowledge.
Our Spread of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet arenaflexers' changing needs. Learn more about our benefits at [insert link].
Pay Range
The base salary range for this role is $95,000 - $152,000 USD. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).
Diversity, Equity, and Inclusion
At arenaflex, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out [insert link].
Apply Today!
arenaflex is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [insert email].
Apply now to join our team and be a part of shaping the future of the restaurant industry!
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