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 as a food‑delivery service, arenaflex has expanded into a multi‑category marketplace where customers can order anything they need, and merchants can reach new audiences with data‑driven tools. Our mission is to enable small and medium‑sized businesses (SMBs) to thrive in the digital age, and we do this by delivering innovative solutions, exceptional support, and a culture that celebrates curiosity, collaboration, and continuous learning.

Team Overview – Inside Account Management

The Inside Account Management team at arenaflex is the engine that drives retention, satisfaction, and growth for our SMB merchant partners. Based primarily in Phoenix, AZ, the team blends sales expertise, account stewardship, and solution‑focused consulting to help merchants unlock the full value of the arenaflex platform. As a member of this team, you will work alongside seasoned professionals who are passionate about building long‑term relationships, solving complex problems, and championing the success of every partner in your portfolio.

Role Summary

The Merchant Success Manager (also known as Customer Success Manager) is the primary advocate for a merchant’s long‑term retention, engagement, and overall satisfaction with arenaflex. You will own a book of 200+ SMB restaurant accounts, guiding owners through strategic planning, operational improvements, and marketing initiatives that drive revenue and reduce churn. This role blends proactive outreach, data‑driven insights, and collaborative problem‑solving to ensure each merchant experiences measurable growth and a seamless partnership with arenaflex.

Key Responsibilities

• Outbound Outreach & Upselling: Conduct regular outbound calls to existing merchants, identifying opportunities to upsell arenaflex products and marketing spend that align with their business goals.
• Goal Setting & KPI Management: Establish clear performance targets and key performance indicators (KPIs) for each SMB partner, tracking progress and adjusting strategies as needed.
• Strategic Advisory: Advise business owners on promotional tactics, budget allocation, and menu optimization to achieve revenue objectives and improve profitability.
• Ongoing Communication: Maintain consistent communication via phone, email, and video conferencing to monitor merchant health, address concerns, and celebrate wins.
• Quarterly Business Reviews (QBRs): Prepare and deliver compelling QBR presentations that highlight successes, uncover revenue optimization opportunities, and outline growth plans for the upcoming quarter.
• Churn Reduction & Expansion: Proactively identify at‑risk accounts, implement retention strategies, and support merchants in expanding to new locations or product lines.
• Cross‑Functional Collaboration: Partner with internal growth, product, and operations teams to surface the most relevant arenaflex solutions for each merchant’s unique challenges.
• Travel & In‑Person Engagement: Participate in on‑site trainings, off‑site team‑building events, and collaborative workshops as needed to strengthen relationships and share best practices.

Essential Qualifications

• Minimum 1 + year experience in a client‑facing sales or account management role, with a proven track record of improving customer satisfaction, retention, and product adoption.
• At least 1 + year experience conducting outbound sales calls and managing a pipeline of prospects.
• 1 + year experience in business operations, consulting, or a related environment where data‑driven decision making is essential.
• Hands‑on experience with Salesforce or a comparable Customer Relationship Management (CRM) platform.
• Proficiency in Google Sheets or Microsoft Excel, including the ability to build, maintain, and analyze complex spreadsheets.
• Demonstrated empathy for customer needs, with the ability to tailor solutions to diverse merchant goals.
• Strong verbal and written communication skills, capable of presenting complex data in a clear, persuasive manner.

Preferred Qualifications

• Experience working with SMB restaurant owners or similar verticals in the hospitality or retail space.
• Background in digital marketing, paid media, or promotional campaign management.
• Familiarity with analytics tools such as Google Analytics, Looker, or Power BI.
• Track record of exceeding sales quotas or revenue targets in a fast‑paced environment.
• Ability to thrive in a hybrid work model, balancing remote productivity with collaborative in‑office sessions.

Core Skills & Competencies

• Analytical Thinking: Ability to interpret sales data, identify trends, and translate insights into actionable recommendations for merchants.
• Relationship Building: Skilled at establishing trust, fostering long‑term partnerships, and navigating complex stakeholder landscapes.
• Problem Solving: Proactive in diagnosing operational bottlenecks, product bugs, or market challenges and delivering effective solutions.
• Time Management: Efficiently juggle multiple accounts, prioritize tasks, and meet deadlines without sacrificing quality.
• Adaptability: Comfortable with rapid change, new product launches, and evolving business priorities.
• Presentation Skills: Confidently deliver QBRs, training sessions, and executive briefings that inspire confidence and drive action.

Career Growth & Learning Opportunities

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

• Structured mentorship programs pairing you with senior leaders in sales, product, and operations.
• Continuous learning resources, including online courses, certifications, and internal workshops on data analytics, negotiation, and strategic account management.
• Clear promotion pathways to Senior Success Manager, Team Lead, or Regional Growth Manager roles.
• Opportunities to contribute to cross‑functional projects, influencing product roadmaps and marketing strategies.
• Regular feedback loops and performance reviews that focus on both personal growth and business impact.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Empathy, Innovation, and Ownership. We celebrate diverse perspectives, encourage bold ideas, and empower every employee to take ownership of their work. The Phoenix office offers a collaborative, open‑plan space designed for teamwork, while flexible remote options support work‑life balance. Team outings, community service days, and regular “innovation sprints” keep the atmosphere energetic and purpose‑driven.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary commensurate with experience, plus performance‑based bonuses tied to merchant growth and retention metrics.
• Comprehensive health, dental, and vision coverage with premium‑free options for employees and dependents.
• Generous paid time off, parental leave, and flexible holiday policies.
• Wellness stipend, mental‑health resources, and access to on‑site fitness facilities.
• Retirement savings plan with company matching contributions.
• Employee stock purchase plan (ESPP) and equity grants for eligible team members.
• Professional development budget for conferences, certifications, and continuing education.
• Transportation allowance, commuter benefits, and occasional travel reimbursements for in‑person collaborations.

Commitment to Diversity, Inclusion & Equal Opportunity

arenaflex is dedicated to building an inclusive community where every voice is heard and valued. We actively recruit talent from a wide range of backgrounds, experiences, and perspectives. Our policies prohibit discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital status, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic. We also strive to eliminate subtle biases and ensure that all employees have equal access to growth opportunities.

Application Process & Next Steps

If you are passionate about helping SMB merchants succeed, thrive in a data‑driven environment, and want to be part of a forward‑thinking team at arenaflex, we want to hear from you. To apply, click the link below and submit your resume, cover letter, and any relevant work samples. Our recruiting team will review your application, schedule an initial conversation, and guide you through a multi‑stage interview process that includes a case study, role‑play, and cultural fit assessment.

Apply Now – Join arenaflex!

Closing Statement

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, high‑impact environment. Take the next step in your professional journey—apply today and become a catalyst for growth at arenaflex.