Senior Manager, Customer Success – Driving Customer Satisfaction and Retention at arenaflex

At arenaflex, we're passionate about delivering exceptional customer experiences that drive long-term satisfaction and retention. As a Senior Manager, Customer Success, you'll play a critical role in leading our Inside Performance Team to achieve this goal. If you're a seasoned leader with a passion for customer success, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions that empower businesses to succeed in today's fast-paced market. Our cutting-edge products, including Merchandising, conversational AI, and AI Marketing Automation capabilities, help our clients stay ahead of the competition. As a key member of our team, you'll have the opportunity to work with a talented group of professionals who share your passion for delivering exceptional customer experiences.

Job Summary

We're seeking an experienced Senior Manager, Customer Success to lead our Inside Performance Team in driving customer satisfaction, adoption, and retention. As a key member of our leadership team, you'll be responsible for guiding the team to meet targets, develop product knowledge, and resolve customer issues efficiently. If you're a seasoned leader with a passion for customer success, we want to hear from you.

Responsibilities

As a Senior Manager, Customer Success, you'll be responsible for leading our Inside Performance Team to achieve the following goals: ### Managing and Developing the Team

• Directly manage both the Inside Customer Success team and the Performance Specialist team.
• Lead, motivate, and develop a team of Inside Performance Managers by providing structured guidance, coaching to improve performance, and ensuring accountability.
• Hire, onboard, and develop Dealer Success professionals through consistent hiring, training, monitoring, and managing best practices that drive individual and team performance.
• Consistently lead the team to meet and exceed monthly, quarterly, and annual financial and performance metrics.
• Develop team members' skill proficiency and effectiveness resulting in increased upsells, portfolio growth, dealer satisfaction, and greater retention, as well as build rapport, provide value, show empathy, and effectively resolve issues.
• Ensure the team has continued education and an in-depth understanding of our products, including Merchandising, conversational AI, and AI Marketing Automation capabilities, value propositions, and processes to support the business.
• Address performance issues in a timely manner with team members who are not meeting the expectations of the scope of responsibility.

### Supporting Clients

• Promote customers' product adoption, retention, and advocacy to enhance overall satisfaction and value delivery.
• Ensure the Inside Team is delivering proactive, informative support to clients, addressing inquiries, and providing timely resolutions to issues.
• Refine & enhance a strong SaaS performance management model developing and maintaining effective processes that result in the highest level of customer retention.
• Manage customer escalation meetings, and oversee all churn risk and recovery efforts.
• Identify and optimize opportunities across the customer base to enhance revenue potential within existing smaller accounts and create product solutions that address existing gaps.
• Develop, execute, and monitor tools to manage all channels of communication with our customers while improving productivity.

### Cross-functional / Operational

• Collaborate with cross-functional partners in Sales, Marketing, Product, and Finance to solve business problems.
• Work in conjunction with Implementation, OEM and Partner management, Marketing, Product, and other resources to effectively onboard and train dealers on new products and services.
• Assist Sales teams with dealer presentations, demonstrations, and proposals as needed.
• Support and lead on key initiatives as needed.

### Other

• Maintain confidentiality of work-related issues, records, and company information.
• Demonstrate a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity, ensuring all voices are heard, and advocating change.
• Maintain strong communication, coaching, and organizational skills.
• Demonstrate the values of arenaflex in everyday interactions, both inside and outside of the company.
• Proficiency in Salesforce, Salesloft, or similar customer engagement tools.
• Perform other related duties, as assigned.

Qualifications

* Bachelor's degree preferred.

• 3+ years of experience in customer support or inside sales management roles, with a focus on team leadership and performance tracking.
• Proven ability to develop, motivate, and retain high-performing support teams.
• Experience in implementing customer success or support processes that drive customer satisfaction and retention.
• Willingness to travel up to 25%.

What We Offer

* Competitive salary and benefits package.

• Opportunity to work with a talented team of professionals who share your passion for customer success.
• Professional development and growth opportunities.
• Collaborative and dynamic work environment.
• Recognition and rewards for outstanding performance.

How to Apply

If you're a seasoned leader with a passion for customer success, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job