Experienced Full Stack Customer Success Manager – E-Commerce and Shipping Solutions

At arenaflex, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. arenaflex products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe. Our values are at the heart of everything we do: Win as One, Delight Customers, and Deliver Great Outcomes. We strive to create a work environment that fosters collaboration, innovation, and growth, where our team members feel valued, empowered, and inspired to make a meaningful impact.

About the Role

We are seeking an experienced Full Stack Customer Success Manager to join our team at arenaflex. As a key member of our Customer Success department, you will be responsible for building and maintaining strong relationships with our most strategic customers. You will learn their business goals and help them achieve those goals through the use of arenaflex products and services. Your primary focus will be on making our customers' accounts as efficient as possible, while also identifying potential areas of monetization.

Responsibilities

As a Full Stack Customer Success Manager, you will be responsible for:

• Maintaining a strong knowledge of arenaflex products, specifically ShipStation and E-Commerce, including carrier choice and understanding what services yield the highest return in company monetization.
• Researching and analyzing current accounts for signs of efficiency and potential for monetization using tools like SalesForce, Looker, and MGMT.
• Initiating escalations for cases that need more extensive troubleshooting, code changes, or other developer support utilizing a standard escalation process.
• Getting in contact and meeting with customers to inform them of potential savings and changes in their account that will benefit their process as well as what they are spending with their carriers.
• Communicating trending questions, issues, and product suggestions internally, clearly and concisely.
• Collaborating with other departments to ensure the customer experience is seamless.
• Assisting ShipStation support staff with resolving escalated customer conversations.
• Traveling to customer locations and providing in-person guidance and partnership.

Requirements

To be successful in this role, you will need:

• Four or more (4+) years of account management and/or customer service experience.
• Experience with B2B or SaaS software preferred.
• Experience in call de-escalation preferred.
• High School Diploma or G.E.D.
• Based locally in the Denver or Salt Lake City market. Field CSMs perform these functions while embedded in the market they serve which allows them to meet with their customer face to face as often as needed. Being based in the market they serve better enables them to build strong trust and prevent customer and revenue churn.

The Tech

You will be working with a range of tools and technologies, including:

• Salesforce
• Zoom
• Zendesk
• JIRA
• Slack
• G Suite
• Looker

What We Offer

At arenaflex, we offer a range of benefits and perks to our employees, including:

• Take the reins of your time off with our Flex Time Off policy – because work-life balance should always be in your hands!
• 12 paid holidays for all of our US employees!
• 401k employer matching program – because your future deserves a friendly boost!
• Annual merit reviews to recognize and reward your hard work and achievements.
• Health and Wellness: The well-being of our team is super important to us. Choose from different options that include medical, dental, and vision plans.
• Employee Assistance Program. We offer up to 8 free mental health sessions.
• Gym discounts to help you stay fit and healthy!
• Education reimbursement to all employees, ensuring that you can pursue your educational goals while excelling in your career with us.
• Employee Referral Program! We reward employees helping us find top talent!
• An inclusive and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.
• Attractive HQ in the heart of central Austin, Texas.

Additional Position Duties

The following is a list of what all employees, except those with medical accommodation, may be regularly required to do:

• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Walk short distances
• Stand for short periods
• Speaking and conversing with others
• Lift up to 25lbs without assistance up to chest height

Equal Opportunity Employer/Veterans/Disabled

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. If you are based in California, we encourage you to read this important information about the ShipStation Privacy Policy for California residents.

How to Apply

If you are a motivated and experienced customer success professional looking for a new challenge, please apply to this role today. We can't wait to hear from you! Apply for this job