At arenaflex, we're revolutionizing the hospitality industry with our cutting-edge technology platform, empowering brands to create transformative experiences that captivate consumers. With a growing demand for experiential revenue and loyalty, arenaflex is poised to lead the charge, and we're seeking a talented and driven Enterprise Customer Success Manager to join our team.
**About arenaflex**
arenaflex is a category-leading B2B technology platform that enables hospitality brands to capitalize on the seismic shift in consumer behavior, prioritizing experiences over material goods. Founded in 2020, we've redefined how hospitality brands build loyalty and generate experiential revenue at scale. With a growing customer base of industry leaders, including Hyatt Hotels, Graduate Hotels, AutoCamp, and Auberge Resorts Collection, among hundreds of others, we're committed to delivering the tools and expertise needed to execute unforgettable experiences.
**Our Culture**
At arenaflex, we're a fast-paced, results-driven team that demands excellence and rewards impact. We're passionate about our work, take pride in its results, and thrive in small teams with fast-paced environments. If you're a driven, talented, and entrepreneurial individual who is eager to take ownership of your work and contribute to building a successful company, we'd love to hear from you.
**Responsibilities**
As an Enterprise Customer Success Manager at arenaflex, you'll play a foundational role in ensuring the success of our quickly growing customer base of hospitality brands across the world. Your key responsibilities will include:
* **Data and Relationship Driven Decision Making**: Leverage data-driven decision making to develop growth and risk mitigation strategies within each logo. Work with executive management to identify strategic growth opportunities for accounts within their book of business. Increase relationship health and network to understand overall strategy and revenue targets for the brands within an assigned book of business.
* **Corporate Team Engagement**: Develop and prepare customer success plans at the corporate level and coordinate property-specific success plans with support from associate CSMs if available. Develop and prepare Executive Business Reviews for Way executive and Customer Executive teams. Engage and pull internal executive sponsors for proactive and reactive engagements.
* **Internal Collaboration**: Advocate for the customer internally to secure and manage resources for customer needs that require collaboration across departments and teams. Coordinate with marketing teams to generate case studies, gain access to corporate events to host impactful online and in-person workshops, and presentations.
* **Renewals and Negotiations**: Involved in planning successful high-touch negotiations for renewals and expansion and can provide key insights into overall performance to drive efficient decision making at the corporate level.
**Additional Skills We're Looking For**
* **Business Acumen**: Understands the lagging indicators of gross and net revenue retention within a SaaS business and understands their responsibility and impact in managing results for their assigned book of business. Understands basic financial metrics of any business, including margins, profits, operational expenses, etc., that help position the value of Way to high-level decision makers.
* **Time Management**: Highly organized, leverages CRM and other systems to track a book of business and ensure customer mutual action plans are completed on time. Experience with Gainsight is a plus.
* **Effective Communication**: Puts situations into perspective of individual issues vs. big picture problems. Can reduce stress for clients by talking them through difficult problem-solving. Can speed up, slow down, reword in a multitude of ways to accommodate the client's pace and understanding.
* **Solution Oriented**: Can anticipate long-term issues and address them in advance. Strong active questioning. Explains the "why" behind things. Can easily present alternative solutions to a problem and describe the long-term pros and cons of each.
* **Fosters Relationships**: Eager to help others and share experiences. Thinks from a customer-centric POV. Is passionate about people and building relationships – lets this quality shine through in their tone of voice.
**Qualifications & Details**
* 1-2 Years Minimum working for hospitality tech industries serving hotels or direct hotel hospitality experience is required.
* At least 3-5 years of experience in Enterprise Customer Success, ideally in the software industry.
* English fluency. Spanish, French, or other foreign language proficiency is a plus, but not at all needed.
* Compensation includes competitive salary, generous equity, medical, dental, and vision coverage paid 100% by the company, 401K benefits, and other travel-related perks.
* Candidates are required to be located in or willing to relocate to Austin, TX.
* We're building a workplace environment of team members who are passionate and excited to be together in person at our space in downtown Austin to continue to enable our fast-paced growth trajectory.
**What We Offer**
* Competitive salary and generous equity package
* Medical, dental, and vision coverage paid 100% by the company
* 401K benefits
* Travel-related perks
* Opportunity to work with a cutting-edge technology platform in the hospitality industry
* Collaborative and fast-paced work environment
* Professional development and growth opportunities
**How to Apply**
If you're a motivated and results-driven individual who is passionate about hospitality technology and customer success, we'd love to hear from you. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications for the role.