Job Description
At arenaflex, we're revolutionizing the way hourly jobs are managed, turning them into good jobs that empower employees and help employers be efficient and innovative. As a Customer Success Manager, you'll play a critical role in helping our customers harness the potential of our Intelligent Automation platform to improve their workforce management strategy. If you're passionate about our technology and have a customer-centric mindset, we want to hear from you. **About arenaflex** arenaflex is a remote, mission-driven team seeking exceptional talent to propel our vision of making hourly work rewarding and fulfilling. We're a collaborative, fast-paced, and entrepreneurial environment where you'll grow your skills, work closely with experienced executives, and contribute significantly to our mission. Our award-winning AI-native workforce management platform is intelligent, automated, and employee-centric, and has proven to deliver 13x ROI. We help labor-intensive organizations maximize labor efficiency and employee engagement simultaneously. **Job Overview** As a Customer Success Manager, you'll be responsible for building trusted relationships with key customer contacts to ensure our solutions continue delivering value. You'll drive growth by identifying expansion opportunities within accounts and driving renewal opportunities. You'll also play a key role in shaping our product roadmap by sharing valuable customer insights with our product and engineering teams. **Responsibilities** * Serve as point person for a portfolio of multi-stakeholder, mixed industry customers, sometimes owning entire customer relationships. * Establish high levels of customer partnership and trust, demonstrating a deep understanding of their labor and workforce management strategies and desired business outcomes. * Leverage insight into customers to manage expectations and motivate them through unlocking the full potential of arenaflex's product. * Support customers through requests, issues, escalations, and feedback. * Advocate for your customers across arenaflex, representing them to all internal departments. **Engagement Management** * Lead customers from implementation and training through to active, productive engagement with the product. * Collaborate with customers to advise on organizational/process changes required to integrate micro-testing into their overall promotional and price planning process. * Deliver the above on schedule by maintaining momentum on many workstreams with multiple stakeholders and deliverables. * Contribute to the development of best practices and internal tools/automation opportunities across the customer success lifecycle. * Own the end-to-end renewal process – conducting Executive Business Reviews, identifying expansion opportunities, managing contract negotiations, and coordinating with product teams. * Serve as the voice of the customer by identifying patterns and feeding these insights into product management roadmaps, working closely with internal teams. * Forecast, report on, and proactively mitigate retention and renewal risks. **Commitment to One Another** * Effectively delegate tasks while managing requests among multiple customer teams * Mentor to others on account management and educate on specific customer needs * Motivate others and provide continuous feedback **Product Expertise** * Become a product expert in core arenaflex WFM modules * Maintain core product expertise for end users and configuration * Grow product knowledge through regular release training * Communicate upcoming release themes and dates to the customer **What You'll Get** * Experience the excitement of working at and growing with an expanding venture-backed SaaS startup where you can make a huge difference * Be part of an exceptionally talented team that retains a significant focus on personal and professional development * Contribute to and get recognized for a significant period of growth for the business **Qualifications** * A minimum of 5 years experience in customer-facing support or success roles * Ideally be based on the West Coast (mountain or pacific time zones) * History of managing complex accounts with multiple stakeholder points of contact, with high customer satisfaction * Experience motivating customers through a process or organizational change to desired outcomes * Experience analyzing data and synthesizing it into data-driven stories and presentations * Understand and have experience with the workforce management (WFM) ecosystem; ideally direct exposure to WFM SaaS software * Ability to present and position complex products persuasively, especially when engaging with executives * A knack for bringing order to chaos and an enthusiastic “roll up your sleeves” mentality * You are a true team player * Natural relationship-builder who brings structure and best practices to complex customer environments * Strategic mindset with the ability to analyze customer needs and the market to capitalize on growth opportunities * Passion for AI and interest in responsible development of advanced systems **What We Offer** * Competitive compensation and benefits packages to all employees * Salary Range: $120,000 – $140,000 + Bonus + Stock Equity * Benefits include, but are not limited to: + $0 monthly premium and other flexible medical, dental, and vision plans effective on the first day of employment + 401k plan + Unlimited Paid Time Off and Paid Holidays + Parental Leave + Equity + Monthly Wellness Reimbursement + Monthly Lunch on arenaflex **About arenaflex** arenaflex is a remote, mission-driven team seeking exceptional talent to propel our vision of making hourly work rewarding and fulfilling. We're a collaborative, fast-paced, and entrepreneurial environment where you'll grow your skills, work closely with experienced executives, and contribute significantly to our mission. Our award-winning AI-native workforce management platform is intelligent, automated, and employee-centric, and has proven to deliver 13x ROI. We help labor-intensive organizations maximize labor efficiency and employee engagement simultaneously. **Background and Opportunity** There are almost 75 million hourly workers in the United States, representing more than half of the entire workforce. Historically, managing hourly employees has been difficult due to high attrition (average of 60%) and high replacement costs (average of $3,200 per employee in retail). The ongoing labor shortage and competition from the gig economy, make it more difficult to attract and retain hourly employees. The top reasons hourly employees leave their jobs are a lack of schedule empowerment, poor communication with employers, and an inability to get paid early. Gen Z and the millennial workforce demand gig-like flexibility, modern technology, and compelling work options. arenaflex's mission is to turn hourly jobs into good jobs, serving the hourly workers who make up the majority of the US workforce. **Equal Employment Opportunity** arenaflex Technologies is proud to be an equal-opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. **Disability Accommodation** For individuals with disabilities who need additional assistance at any point in the application and interview process, please email [email protected] **How We Determine What We Pay** As a fully remote employer, arenaflex determines pay for positions using local, national, and industry-specific survey data. We evaluate external equity and the cost of labor/prevailing wage index in the relative marketplace for jobs directly comparable to jobs within our company. Our posted salary range is based on national data and may be refined for a candidate's region/town/cost of living. For new hires, we strive to make competitive offers allowing the new employee room for future growth. Salaries will be based on the applicant's location, level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and internal equity within the company for the same position. An employee/candidate with a stronger skill set will receive higher pay. **Job Applicant Privacy Policy** This Job Applicant Privacy Policy (“Policy”) describes how arenaflex Technologies, Inc. (“arenaflex”, “we”, “us”, and “our”) collects, uses, and discloses “personal information” as defined under California law from and about job applicants who are residents of California. This Policy does not apply to our handling of data gathered about you in your role as a user of our consumer-facing services. When you interact with us as in that role, the arenaflex Privacy Policy applies. We collect, store, and use various types of personal information through the application and recruitment process. We collect such information either directly from you or (where applicable) from another person or entity, such as an employment agency or consultancy, background check provider, or other referral sources. This information includes: * Identification and contact information, and related identifiers such as full name, date and place of birth, citizenship and permanent residence, home and business addresses, telephone numbers, email addresses, and such information about your beneficiaries or emergency contacts. * Professional or employment-related information, including: + Recruitment, employment, or engagement information such as application forms and information included in a resume, cover letter, or otherwise provided through any application or engagement process; and copies of identification documents, such as driver’s licenses, passports, and visas; and background screening results and references. + Career information such as job titles; work history; work dates and work locations; information about skills, qualifications, experience, publications, speaking engagements, and preferences; and professional memberships * Education Information such as institutions attended, degrees, certifications, training courses, publications, and transcript information. * Legally protected classification information such as race, sex/gender, religious/philosophical beliefs, gender identity/expression, sexual orientation, marital status, military service, nationality, ethnicity, request for family care leave, political opinions, and criminal history. * Other information such as any information you voluntarily choose to provide in connection with your job application. We collect, use, share, and store personal information from job applicants for our and our service providers’ business and operational purposes in the recruitment process such as: processing your application, tracking your application through the recruitment process, contacting references with your authorization, conducting background checks you authorize, and making hiring decisions. We will also use job applicant information for internal analysis purposes to understand the applicants who apply and to improve our recruitment process. We may sometimes need to use applicant information for legal purposes, such as in connection with any challenges made to our hiring decisions. We will disclose job applicant personal information to the following types of entities or in the following circumstances (where applicable): * Internally: to other arenaflex personnel involved in the recruiting and hiring process. * Vendors: such as technology service providers, travel management providers, human resources suppliers, background check companies, and employment agencies or recruiters, where applicable. * Legal Compliance: when required to do so by law, regulation, or court order or in response to a request for assistance by the police or other law enforcement agency. * Litigation Purposes: to seek legal advice from our external lawyers or in connection with litigation with a third party. * Business Transaction Purposes: in connection with the sale, purchase, or merger. If you have any questions about this Policy, please contact [email protected] Apply for this job