Customer Success Manager – SMB Merchant Partnerships & Growth Specialist at arenaflex

About arenaflex

arenaflex is a fast‑growing technology and logistics platform that empowers local economies by connecting merchants, consumers, and delivery partners. From humble beginnings delivering meals, arenaflex has expanded into a comprehensive marketplace where people turn for a wide range of goods and services. Our mission fuels a culture of rapid learning, bold experimentation, and deep empathy for every stakeholder—from the delivery professionals on the road to the small‑business owners who power our community.

Why This Role Matters

As a Customer Success Manager on the Inside Account Management team, you will be the trusted advocate for our small‑and‑medium‑business (SMB) merchant partners. Your work will directly influence merchant retention, satisfaction, and revenue growth, helping them unlock the full potential of arenaflex’s suite of products and marketing solutions. This is a high‑visibility role that blends relationship building, strategic consulting, and data‑driven decision‑making.

About the Inside Account Management Team

Our Inside Account Management team is a collaborative blend of sales, account management, and solutions experts based primarily in Phoenix, AZ. We are united by a shared commitment to:

• Retaining and expanding our portfolio of SMB merchants.
• Delivering measurable value through product adoption and marketing spend.
• Fostering long‑term partnerships built on trust, insight, and proactive support.

Role Overview

The Merchant Success Manager (also known as the Customer Success Manager) is responsible for the end‑to‑end health of a book of approximately 200 SMB merchant accounts. You will act as the primary point of contact, guiding merchants through onboarding, ongoing optimization, and strategic growth initiatives. Reporting to the Inside Sales Manager, you will balance remote work with occasional travel for in‑person trainings, off‑site events, and collaborative workshops.

Key Responsibilities

• Proactive Outreach: Conduct outbound calls to existing merchants, identifying upsell opportunities for arenaflex products and marketing spend.
• Goal Setting & KPI Management: Establish clear performance targets with each merchant, tracking key metrics such as order volume, revenue growth, and customer acquisition cost.
• Strategic Advisory: Counsel business owners on promotional tactics, budget allocation, and operational improvements to achieve revenue objectives.
• Ongoing Communication: Maintain regular contact via phone and email, monitoring progress, addressing concerns, and providing timely support.
• Quarterly Business Reviews (QBRs): Prepare and deliver data‑rich presentations that highlight successes, pinpoint revenue optimization opportunities, and outline growth plans.
• Churn Reduction & Expansion: Identify at‑risk accounts, implement retention strategies, and uncover opportunities for new store openings or service extensions.
• Cross‑Functional Collaboration: Partner with internal growth teams to match merchants with the most suitable arenaflex solutions.
• Travel & In‑Person Collaboration: Attend trainings, off‑site gatherings, and team‑building events as needed to strengthen relationships and share best practices.

Essential Qualifications

• Minimum 1 year of experience in client‑facing sales roles focused on customer satisfaction, retention, and product adoption.
• At least 1 year of outbound sales experience, demonstrating comfort with cold calling and prospecting.
• Experience (minimum 1 year) in business operations, account management, or a related field.
• Proficiency with a CRM platform (e.g., arenaflex) to track interactions, pipeline, and performance metrics.
• Intermediate to advanced skills in spreadsheet tools (arenaflex) for building and maintaining complex data sets.
• Strong empathy and the ability to tailor solutions to diverse merchant needs.

Preferred Qualifications

• Prior experience managing a portfolio of SMB merchants in the food‑service, retail, or logistics sectors.
• Demonstrated success in driving revenue growth through upselling and cross‑selling initiatives.
• Familiarity with digital marketing concepts, promotional budgeting, and performance analytics.
• Track record of delivering compelling presentations to senior business owners and stakeholders.
• Ability to thrive in a fast‑changing environment and adapt quickly to new product releases.

Core Skills & Competencies

• Communication: Clear, persuasive verbal and written communication; ability to translate data into actionable insights.
• Analytical Thinking: Comfort interpreting sales data, identifying trends, and recommending data‑driven strategies.
• Relationship Management: Building trust with merchants, understanding their business goals, and acting as a strategic partner.
• Time Management: Managing a large book of accounts while meeting deadlines for QBRs and performance reviews.
• Collaboration: Working effectively with internal product, marketing, and growth teams to deliver integrated solutions.
• Tech Savvy: Quick learner of new software tools, platforms, and arenaflex product features.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its team members. As a Customer Success Manager, you will have access to:

• Structured mentorship programs with senior leaders in sales and product.
• Continuous learning resources, including workshops on data analytics, negotiation, and strategic consulting.
• Clear promotion pathways to Senior Success Manager, Team Lead, or Product Specialist roles.
• Opportunities to contribute to cross‑functional projects that shape arenaflex’s product roadmap.

Work Environment & Culture

Our culture is built on inclusion, curiosity, and impact. At arenaflex you will experience:

• A hybrid work model that balances remote flexibility with collaborative in‑office days.
• A diverse, supportive community where every voice is valued and ideas are encouraged.
• Regular team‑building events, off‑site retreats, and knowledge‑sharing sessions.
• Commitment to work‑life balance, with generous paid time off and wellness initiatives.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary aligned with market benchmarks for the Phoenix region.
• Performance‑based bonuses tied to merchant growth and retention metrics.
• Comprehensive health, dental, and vision coverage with premium options.
• Wellness reimbursement, mental‑health resources, and fitness program subsidies.
• Paid parental leave, family‑friendly policies, and flexible scheduling.
• Retirement savings plan with company matching contributions.
• Employee assistance programs and resources for career development.

Commitment to Diversity, Equity & Inclusion

arenaflex believes that innovation thrives when diverse perspectives are brought to the table. We actively recruit, develop, and retain talent from all backgrounds, including women, non‑binary individuals, LGBTQIA+ community members, veterans, people with disabilities, and under‑represented ethnic groups. Our inclusive policies ensure a respectful, harassment‑free workplace where every employee can succeed.

Application Process

If you are passionate about helping SMB merchants grow, love data‑driven storytelling, and thrive in a collaborative, fast‑moving environment, we want to hear from you. To apply, click the link below and submit your resume along with a brief cover letter outlining why you’re the perfect fit for this role at arenaflex.

Apply Now – Join arenaflex!

Final Thoughts

At arenaflex, your success is our success. By joining our Inside Account Management team, you will play a pivotal role in shaping the future of local commerce, driving tangible results for merchants, and advancing your own career in a supportive, innovative environment. Take the next step in your professional journey—apply today and become a catalyst for growth at arenaflex.