Experienced Customer Success Manager – Restaurant Technology and E-commerce

Join arenaflex, a rapidly growing all-in-one platform that empowers restaurants to succeed online, as a proactive and results-driven Customer Success Manager. In this role, you will be responsible for managing a large portfolio of 120+ customers across all stages of the customer lifecycle, focusing on engaging with our most at-risk customer segment to maximize product adoption, deliver customer value, and mitigate churn risks.

About arenaflex

arenaflex is the all-in-one platform that restaurants use to succeed online. Our tools help thousands of restaurant owners build their website, drive online orders, create their own branded app, manage their customer relationships, and set up marketing automations. We're not just a platform; we're a partner that helps independent restaurants and local businesses thrive in the digital age.

Our Vision

Our vision is to help independent restaurants succeed online and then scale our solution to every other local business type. We envision a future where tens of millions of local business owners use our technology to succeed in the digital age. We're not just building a platform; we're building a movement that will revolutionize the way local businesses interact with their customers.

Our Traction

In just over 3 years, we've generated tens of millions in revenue, served millions of guests, and processed hundreds of millions of online orders. More importantly, we've helped thousands of restaurant owners save their businesses – and not only survive, but thrive. Our team has grown from under 100 to nearly 200 talented people in 2024, with top talent from the most successful companies in SMB software.

Our Team

Our team is a diverse group of talented individuals who share a passion for helping local businesses succeed. We've got top talent from companies like Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire, and Stripe. We're a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles, we prioritize in-person collaboration at one of our office locations.

Why We're Looking for You

arenaflex is growing quickly, and we're looking for a proactive and results-driven Customer Success Manager to join our team. In this role, you will manage a large, dynamic portfolio of 120+ customers across all stages of the customer lifecycle. Your primary focus will be on engaging with our most at-risk customer segment to maximize product adoption, deliver customer value, and mitigate churn risks. Through your efforts, you will aim to generate brand ambassadors and uncover expansion opportunities to drive growth.

Key Responsibilities

* Manage a large portfolio of 120+ customers across all stages of the customer lifecycle

• Engage with our most at-risk customer segment to maximize product adoption, deliver customer value, and mitigate churn risks
• Generate brand ambassadors and uncover expansion opportunities to drive growth
• Influence changes on your direct team and the customer journey by providing valuable feedback to cross-functional teams
• Measure success by key performance metrics, including revenue retention and customer engagement

What We Look For

* A proactive mindset, adaptability, and strong interpersonal skills to thrive in a fast-paced environment

• The ability to maintain a high volume of daily calls and meetings while effectively managing their time
• Strength in objection handling and deescalating challenging conversations
• The ability to quickly context-switch to address diverse customer needs with ease
• Skilled at interpreting and leveraging data to inform customer interactions and guide strategic decisions
• Strategic thinking and the ability to engage in challenging conversations to influence customers
• Ability to prioritize a pipeline effectively, ensuring early intervention with accounts at risk of churn
• Solution-oriented, with a big-picture perspective that drives long-term success
• Grit, adaptability, and the ability to navigate ambiguity with confidence

The Impact You Will Have

* Deliver a world-class customer experience in collaboration with our Launch and Support teams

• Help customers improve ROI through strategic, personalized advice and solutions
• Drive customer retention by reducing churn and enhancing satisfaction
• Play an integral role in refining health metrics and scaling success across our customer base
• Expand arenaflex's footprint by uncovering and driving growth opportunities

Minimum Requirements

* 2+ years of experience in a Customer Success or Account Management role

• Proven success in account management or full-cycle sales, with a demonstrated track record of achieving results
• Experience with Customer Success tools, including (but not limited to) Salesforce, Sales Loft, TalkDesk, Gong, Loom, and Metabase
• A background in B2B2C, ideally within the food/hospitality and technology space
• A commitment to personal growth and continuous development
• Bonus: Experience working in a restaurant, bringing additional perspective to the role

Pay and Benefits

* The estimated base salary for this role is $80,000 - 90,000 USD plus a generous equity pre-IPO equity package

• Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO – plus extra fun perks!

Notice – Employment Scams

Communication from our team regarding job opportunities will only be made by an arenaflex employee with an @arenaflex.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as "phishing" or “spam” and do not respond.

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