Experienced Customer Success Manager – Empowering Hospitality through Technology

At arenaflex, we're revolutionizing the hospitality industry by providing innovative solutions that empower hoteliers to maximize profits and deliver exceptional guest experiences. As a Customer Success Manager, you'll play a pivotal role in driving customer satisfaction, retention, and growth, while collaborating with cross-functional teams to ensure seamless delivery of our cutting-edge technology.

About arenaflex

arenaflex is a leading provider of hospitality technology solutions, serving over 10,000 properties worldwide. Our mission is to empower the people that power hospitality, providing actionable insights, tools, and visibility to help hoteliers succeed in an ever-changing landscape. With a strong commitment to innovation, customer satisfaction, and integrity, we're shaping the future of hospitality technology.

Our Valued Behaviors

At arenaflex, we live by a set of core values that guide our actions and decisions:

• Start with People: We prioritize building strong relationships, earning trust, and having fun. This is fundamental to hospitality and drives our success.
• Demand Integrity: We're committed to being trustworthy, ethical, and consistent in all our interactions, both within and outside the organization.
• Delight the Customer: We strive to exceed customer expectations, providing exceptional experiences that delight and inspire.
• Champion Innovation: We compete in the game of change and win through innovation, thinking big and pushing the boundaries of what's possible.
• Make it Happen: We show up prepared, care about the details, and follow through on our commitments, driving results and achieving our goals.

Your Role – Join Our Team!

As a Customer Success Manager, you'll be responsible for owning the strategic relationship with customers, overseeing cross-functional initiatives, and ensuring the ongoing health of customer relationships. You'll serve as the primary point of contact for customers, delivering proactive engagement strategies, collaborating with cross-functional teams, and monitoring key metrics to drive customer success outcomes.

Typical Functions:

* Customer Success & Relationship Management:

• Manage a portfolio of Enterprise customers, ensuring strong relationships, ongoing product adoption, and long-term satisfaction.
• Act as the primary point of contact across the customer lifecycle—from onboarding and training through account growth.
• Develop and maintain strategic Account Plans that align with both customer business goals and arenaflex's solutions.
• Deliver regular business reviews to share insights, track progress, and consult on best practices.
• Project Management:
• Lead and coordinate customer-facing projects, including product feature requests with Product and strategic account growth with Sales.
• Establish project timelines, assign responsibilities, manage risks, and ensure timely delivery in line with customer expectations.
• Maintain detailed project documentation and status updates; facilitate clear communication between internal teams and customers.
• Support change management initiatives to ensure smooth adoption of new features or processes.
• Customer Engagement, Retention & Advocacy:
• Drive customer engagement with proactive strategies that increase platform usage and deepen product adoption.
• Identify at-risk customers and implement strategic remediation plans to reduce churn.
• Promote customer advocacy through success stories, reference programs, and feedback loops.
• Provide education on product enhancements and industry best practices tailored to the customer's goals.
• Metrics, Reporting & Continuous Improvement:
• Monitor customer health scores, usage data, satisfaction metrics, and engagement trends using platforms like ChurnZero and Salesforce.
• Analyze quantitative and qualitative data to generate actionable insights that support customer goals.
• Collaborate with Product, Support, and Onboarding teams to escalate feedback and improve the overall customer experience.
• Contribute to internal initiatives focused on refining customer journeys, onboarding workflows, and service delivery.

Requirements

*

Ideal Skills & Experience:

* Bachelor's degree in Business Administration, Hospitality Management, or a related field.

• At least 3 years of customer-facing experience in Customer Success, Account Management, or a related field, particularly within a global SaaS or enterprise software business.
• Experience leveraging tools and technology to enable proactive customer success (e.g., ChurnZero) and make data-driven recommendations.
• Proven ability to build and sustain customer relationships that drive retention and growth.
• Proven track record of data-driven approach to churn risk mitigation and strong escalation management.

Preferred background in the hospitality industry

, as we seek individuals passionate about supporting the service industry and enhancing customer experiences.

Key Competencies:

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Customer Relationship Management:

Ability to build and maintain strong relationships with customers, ensuring long-term engagement and satisfaction through proactive communication and tailored solutions.

Project Management:

Highly organized with the ability to manage multiple projects and priorities simultaneously.

Cross-Functional Collaboration:

Skilled in working with various departments (Sales, Support, Product) to ensure a cohesive and comprehensive approach to customer success.

Data-Driven Decision Making:

Strong analytical skills to monitor key metrics, such as customer health, platform usage, and sentiment, and translate data into actionable plans that drive customer success outcomes.

Problem Solving & Risk Mitigation:

Ability to identify customer challenges and provide effective, proactive solutions. High level of problem-solving acumen to quickly resolve customer issues and escalate when necessary.

Communication & Presentation Skills:

Proficient in creating and delivering impactful business reviews, presentations, and reports to both internal and external stakeholders. Skilled in articulating business value, data insights, and strategic recommendations.

Adaptability & Learning Agility:

Ability to thrive in a dynamic and evolving technology environment. Willingness to learn new tools, methodologies, and product updates quickly to stay ahead in the customer success space.

Customer-Oriented Mindset:

Acts as the voice of the customer within the company, ensuring customer needs are communicated and that customer feedback is used to improve product offerings and service delivery.

Work Environment

This position will be fully remote and based in EMEA, with occasional travel for customer meetings, business events, or other work-related needs. Travel will be international and may involve overnight stays, depending on customer requirements and business needs. The ideal candidate will be located in the UK, but candidates located outside of the UK will be considered if necessary.

Compensation Package

Qualified candidates can expect a salary range equivalent to $75,000 - $80,000, depending on experience.

Join the arenaflex Team Today!

If you're excited about our mission in empowering hospitality through technology, apply to join the arenaflex team today! arenaflex is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all applicants and employees. Apply for this job