Job Description
At arenaflex, we're revolutionizing the way ecommerce brands interact with their customers through our conversational AI platform. We're seeking an experienced Manager, Customer Success to lead our high-performing team of Customer Success Managers (CSMs) in driving customer value and retention for our Commercial and Enterprise merchants. If you're a strategic leader with a player-coach mentality, a passion for mentoring and developing people, and a proven track record of owning and exceeding team metrics, we want to hear from you. **About arenaflex** arenaflex is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, arenaflex supports growing independent shops to globally recognizable brands. Our platform is built for Shopify and powered by advanced ecommerce integrations, allowing our conversational AI to understand your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations. At arenaflex, every customer interaction feels personal, support becomes sales, and conversations shape success. **About the Team** The Customer Experience Organization at arenaflex comprises various key functions, including Professional Services, Customer Success, Scaled Services, Technical Services, Education Services, Customer Operations, and Customer Support. The Customer Success Team is currently supported by 3 Leaders and staffed with over 20 dedicated Customer Success Managers (CSMs). This team focuses on driving customer value and retention with our Commercial and Enterprise merchants, propelling feature adoption, driving cross-sells opportunities, NPS, and championing retention. **About the Role** As a Manager, Customer Success, you'll lead a group of CSMs responsible for our Commercial and Enterprise accounts. We're looking for a leader who has a player-coach mentality; someone who brings strategic thinking, is adaptable, and can build strong operational systems while jumping in to support the team directly. You'll be accountable for core team metrics like NRR, churn, retention, product adoption, and expansion. You'll leverage current processes and support building additional structure with cadences, coaching, and operational discipline that help your team consistently exceed them. **What You'll Do** * Lead and develop a high-performing global team of Customer Success Managers to deliver measurable ROI, drive adoption and utilization, and ensure consistent achievement of team goals around NRR, churn mitigation, and success milestones * Design and implement scalable customer success strategies that enhance customer engagement, CSAT, scores, NPS, and long-term retention across the portfolio * Act as a strategic escalation point, partnering closely with CSMs to resolve issues with urgency while maintaining a customer-first mindset * Implement and hold accountable best practices, process improvements, training, playbooks, and feedback loops to ensure the team is having consistently valuable conversations with customers * Conduct call reviews, coach, and give constructive feedback to ensure our interactions are driving product adoption and customer outcomes * Work closely with internal teams (Product, Sales, Marketing, Implementation & Success-Growth) to align priorities with customer needs and deliver increasing value over time * Continuously raise the bar on what's expected of customer success team members to create a high-performing team **Who You Are** * 3+ years of experience leading high-performing CSM teams in B2B SaaS and 6+ years of experience in customer-facing roles * Strong operational mindset: able to drive effective cadences, processes, and accountability structures * Strategic thinker who has seen great Customer Success and has a plan to scale toward it * Player-coach mentality: willing to step into customer conversations and lead by example * Proven track record of owning and exceeding team metrics such as churn, expansion, and adoption * Passionate about mentoring and developing people through feedback and coaching * Thrives in fast-paced, evolving environments and brings structure to ambiguity * High energy, collaborative leader who inspires others and builds strong team culture **Diversity & Inclusion at arenaflex** We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At arenaflex, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status. **What We Offer** * Competitive salary and bonus structure * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) matching program * Generous paid time off and holidays * Opportunities for professional growth and development * Collaborative and dynamic work environment * Access to cutting-edge technology and tools * Recognition and rewards for outstanding performance **How to Apply** If you're a motivated and results-driven leader who is passionate about customer success and mentoring, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. 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