Job Description
In a world where innovative Direct-to-Consumer (DTC) brands are revolutionizing the way they connect with customers, arenaflex is at the forefront of empowering these businesses to thrive in the subscription economy. As a leading subscription platform, arenaflex is dedicated to simplifying retention and growth for forward-thinking ecommerce brands. With a proven track record of driving business outcomes and a passion for the industry, we're seeking an experienced Senior Customer Success Manager to join our team in Toronto. **About arenaflex** arenaflex is the #1 subscription platform, empowering innovative ecommerce brands to easily set up and manage subscriptions, create dynamic experiences at every customer touchpoint, and continuously evaluate business performance. Our platform powers everything from no-code customer portals, personalized offers, and dynamic bundles, helping merchants seamlessly manage, grow, and delight their subscribers while reducing operating costs and churn. Today, arenaflex powers more than 20,000 merchants serving 100 million subscribers, including brands such as Blueland, Hello Bello, LOLA, Chamberlain Coffee, and Bobbie. arenaflex is recognized on the Technology Fast 500, awarded by Deloitte, (3rd consecutive year) and is Great Place to Work Certified. **Overview of the Role** As a Senior Customer Success Manager at arenaflex, you'll play a critical role in supporting our top merchants with consultative guidance, product expertise, and strategic growth recommendations. In this high-impact role, you'll manage a portfolio of top-tier brands, build trusted relationships with key decision-makers, and serve as a strategic advisor focused on driving measurable outcomes. You'll help merchants grow by guiding adoption of arenaflex's features, sharing best practices, and ensuring they unlock the full value of the platform. Your work will directly contribute to the retention, expansion, and continued success of some of the most innovative brands in the DTC space. **Key Responsibilities** * Serve as the primary strategic partner for a portfolio of arenaflex's largest and most complex merchants, acting as an extension of their teams to help them achieve subscription-led growth * Own and lead renewal strategy by consistently demonstrating platform ROI and aligning outcomes to merchants' business goals * Advise merchants on strategic use of both new and existing features by deeply understanding the platform and tying adoption to measurable business outcomes * Act as a product expert helping merchants understand, prioritize, and apply platform capabilities to unlock growth and optimize the subscriber journey * Champion merchant needs across internal teams, collaborating cross-functionally to surface insights and deliver impactful solutions * Resolve issues with urgency and accountability, ensuring timely support and minimal disruption to merchant operations * Own escalations and critical requests, driving resolution paths that enhance efficiency and optimize platform usage * Collaborate with peers to share learnings, co-create solutions, and continuously raise the bar for merchant success * Facilitate QBRs and EBRs to surface key results, uncover growth levers, and ensure future plans are anchored in business goals * Maintain a deep understanding of your portfolio, regularly tracking key metrics and sharing meaningful updates with stakeholders **What You'll Bring** * 3-5 years of experience managing Enterprise SaaS accounts in a fast-paced technology-driven company * A consultative mindset and proven track record of supporting strategic, high-touch accounts * Experience managing accounts within e-commerce and a passion for the industry * Excellent relationship management, communication, and negotiation skills * Strategic thinking with the ability to translate goals into actionable, scalable plans * A sense of urgency and desire to go above and beyond to provide solutions for our customers * Resourcefulness: you'll figure out what needs to be done and find ways to make it happen * Desire to make a meaningful impact at a high-growth company * Practical, solutions-oriented approach to navigating ambiguity or unexpected challenges * Strong oral, written, and interpersonal communication skills and the ability to communicate to both technical and non-technical audiences * Highly proficient with MS Excel, CSV * Bachelor's degree or equivalent experience desired **Compensation and Benefits** arenaflex's compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. Salary ranges are designed to be competitive and aligned with country-specific practices, while individual compensation is determined by skills, qualifications, and experience. The compensation listed is not inclusive of any equity and benefits that might exist in your total compensation package. * Hiring range OTE in Canada: $112,000 CAD - $140,000 CAD (total OTE) **Benefits at a Glance** * Medical, dental, and vision plans * Retirement plan with employer contribution * Flexible Time Off * Paid Parental Leave * Monthly Remote Life and Merchant stipends **Why Join arenaflex?** At arenaflex, we're passionate about empowering innovative ecommerce brands to thrive in the subscription economy. We're committed to creating a workplace culture that values diversity, inclusion, and collaboration. If you're a motivated and results-driven professional looking to make a meaningful impact, we encourage you to apply for this exciting opportunity. **How to Apply** If you're interested in this opportunity, please submit an application as soon as possible. We can't wait to hear from you! Apply for this job