At arenaflex, we're revolutionizing the service economy with innovative, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.
We're building an extraordinary company and looking for talented, energetic, and motivated individuals to join our team. If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you.
**Job Summary:**
arenaflex is seeking an experienced Full Stack Customer Success Manager to lead our Fitness North America team. As a seasoned customer success leader, you'll be responsible for optimizing processes and systems to improve the overall effectiveness and scalability of our Customer Success organization. You'll work closely with our VP, Client Experience, to develop and execute strategies that drive customer adoption, retention, and growth.
**Responsibilities:**
• Develop and implement Customer Success playbooks and SOPs for key processes, such as Client Quarterly Business Reviews, to drive CS team best practice sharing and operational efficiencies.
• Build and drive process, change management, and operational efficiencies within the Customer Success organization.
• Collaborate with marketing and product teams to push customers toward high product engagement and work with implementation on smooth customer onboarding.
• Track customer health and initiate growth activities to ensure customer success and adoption.
• Educate customers through marketing materials and product documentation to enhance their overall experience.
• Coach, mentor, and lead Customer Success Managers in developing consultative and solution-based account skills to drive business growth.
• Manage enterprise-scale stakeholder relationships with strategic Fitness North America customers to ensure targeted outcomes align with their strategy and measurable value is recognized from their investments.
• Build and execute programs and operational excellence processes to support all aspects of the customer journey, including upsell campaigns, adoption programs, etc.
• Be accountable for the success of the customer journey as measured by net revenue retention for each customer and adoption.
• Work closely and collaborate with internal teams to effectively resolve identified risks and escalated issues in a timely manner and properly communicate/set expectations with customers and internal partners.
• Monitor and improve customer success KPIs to ensure customer success processes and structures are scalable.
• Bring the voice of the customer as you partner with Product, Marketing, and Support to deliver best-in-class customer experience.
**Skills and Experience:**
• 10+ total years of professional work experience
• 5+ years' experience working in Customer Success Operations or Revenue Operations function at a SaaS or enterprise service business
• 3+ years of team/people management experience
• Highly technical, results-driven, customer-focused, and skilled at building internal relationships
• Experience with client management systems (e.g., Salesforce) and best practices
• Ability to manage complex processes and affect change, with experience developing customer and internal operational playbooks
• Strong communication and project management skills
• Self-motivated and able to handle multiple competing priorities
• Phenomenal presentation skills and even stronger written communication skills
• Proven analytical capabilities, not afraid to roll up your sleeves and through spreadsheets and BI tools
• Able to construct and execute client contracts and proposals
**Work Environment and Culture:**
arenaflex is a distributed team with locations in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. We're used to working remotely across different time zones, and this role can be based anywhere in the United States or Canada. If you're close to one of our offices, we can set you up in-office or you can work 100% remotely. We're an equal opportunity employer and value diversity at our company.
**Benefits and Perks:**
• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Robust health and wellness benefits, including an annual wellness stipend
• Continued investment in your professional development through Udemy
• 401k or RRSP with company match
• Annual wellness stipend
• Flexible and generous paid time off
• Employee Stock Purchase Program
**Compensation:**
The target base compensation for this position is $92K – $120K USD per year in most US locations. Final offer amounts are determined by multiple factors, including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.
**How to Apply:**
If you're passionate about delivering exceptional customer experiences and driving business growth, 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 review your credentials and get to know more about your experience!
**Equal Opportunity Employer:**
arenaflex is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status.