Experienced Customer Success Manager – Amazon Advertising & E-commerce Expertise

At arenaflex, we are on a mission to empower entrepreneurs and brands to grow successful e-commerce businesses, and we provide the industry-leading data, powerful tools, and resources they need. As a Customer Success Manager at arenaflex, you will play a critical role in driving customer success through onboarding, training, and account management, serving as the primary advocate for arenaflex. If you have a passion for e-commerce, Amazon Advertising, and customer success, we want to hear from you!

About arenaflex

arenaflex is the leading all-in-one platform for selling on Amazon, supporting more than $50 billion in annual Amazon revenue and 10 global Amazon marketplaces. Founded in 2015 as the first Amazon product research tool, arenaflex today features a full suite of best-in-class business management solutions and powerful market intelligence resources to help entrepreneurs and brands manage their e-commerce businesses.

Our Culture

We are a remote-first company, and we believe team members should work from the place where they do their best work. Whether that's working from home, in office at one of our hubs, or from a co-working space, we prioritize flexibility and autonomy. Our team is a group of smart, motivated, and fun-loving professionals working hard to help our customers achieve success. We have a growth culture that values learning, growth, and continuous improvement.

Job Summary

We are seeking an experienced Customer Success Manager with a strong background in e-commerce and Amazon Advertising to join our fast-paced and customer-oriented Enterprise Customer Success team. As a Customer Success Manager, you will be responsible for driving client success through onboarding, training, and account management, serving as the primary advocate for arenaflex. You will work closely with internal and external stakeholders to ensure customer success and satisfaction.

Key Responsibilities

* Client Success Advocacy: Drive client success through onboarding, training, and account management, serving as the primary advocate for arenaflex. Take ownership of both existing and new customer accounts, ensuring their success with Downstream and Cobalt. Act as project and relationship manager, overseeing all aspects of the customer relationship and collaborating with internal and external stakeholders.

• Value Demonstration and Alignment: Understand customer goals and showcase the value of our products to foster alignment and drive adoption. Lead kickoff and onboarding processes, guiding customers towards key "aha" moments with Downstream and Cobalt.
• Performance Metrics and Satisfaction: Meet performance metrics including adoption, ROI, expansion, and renewals. Maintain high customer satisfaction and referenceability.
• Relationship Cultivation and Expansion: Cultivate key customer relationships and develop strategies for account expansion. Partner with Account Manager to identify value-added tools and achieve renewal targets.
• Customer Engagement and Feedback: Represent the Voice of the Customer, advocating for customer needs and enhancements to shape the Product Roadmap. Provide regular updates on customer engagement, usage, feedback, and growth opportunities.
• Collaborative Improvement: Collaborate with Product, UX, and Sales teams to address user feedback and improve product value. Deliver tailored training based on customer use cases.
• Issue Resolution and Support: Serve as the primary point of contact for customers, ensuring timely resolution of issues.

Essential Qualifications

* Amazon Expert: You are an Amazon expert with experience working with e-commerce tools, brands, agencies, or selling on Amazon, Walmart, or other marketplaces. You have a solid understanding and practical experience managing Amazon Advertising PPC and Amazon DSP. You are familiar with Amazon Sponsored Ad management tools or prior professional experience in digital advertising.

• Enablement and Clarity: You possess a natural acumen for teaching and enabling others, finding fulfillment in providing clarity and guidance. You have extremely strong communication and presentation skills, both written and verbal. You have the ability to create content in a variety of forms, including written and video.
• Product Expert: You possess technical proficiency and a quick grasp of product functionalities in order to be able to help our customers use and obtain value from them.
• Deep Customer Empathy: Customer empathy is at the core of your approach, demonstrated through your adeptness in active listening and problem discovery. Your knack for identifying customer pain points and aligning them with our product's capabilities makes you indispensable in driving customer success.
• Analytical: You have the ability to help customers actualize value and interpret the data into insights. You can also synthesize information and draw conclusions based on trends, and data.
• Strong Stakeholder Management: You adeptly navigate stakeholder relationships, confidently engaging with C-suite executives and guiding conversations toward productive outcomes.
• Scrappy & Intrapreneurial: You embody a scrappy and intrapreneurial approach, demonstrating resourcefulness in overcoming challenges. With a growth mindset, you eagerly embrace learning opportunities, adapting swiftly to changes to drive continuous improvement.
• Relationship Builder: Your expertise in building relationships shines through as you cultivate connections and collaboration internally and externally, strengthening partnerships and driving mutual success.

Preferred Qualifications

* Bilingual or more (Spanish, French, German, Italian)

• Experience working with e-commerce platforms, such as Shopify or BigCommerce
• Familiarity with Amazon Seller Central, Vendor Central, or Walmart Marketplace
• Experience in digital advertising, including Amazon Advertising PPC and Amazon DSP

What You'll Get

* The BEST team: You'll work alongside the smartest, most passionate, and kindest humans day in and day out making work fun.

• Remote-first culture: arenaflex has been remote-first since day one. We believe team members should work from the place where they do their best work. Whether that's working from home, in office at one of our hubs, or from a co-working space.
• A growth culture: We have tons of opportunities for you to elevate your skills and take you to that next step; we are here to help you find the ones that matter most to you through exposure and training.
• Ability to make impact: Although it's a highly collaborative culture, team members are empowered to work autonomously and take extreme ownership of their work. You'll have the opportunity to truly make a difference and impact our customers.
• Competitive compensation packages: We structure our compensation packages to reward our team members' contributions to our company's success - you'll have a bonus tied to performance and will be invested into our long-term success with Equity.
• Flexible Time Off: With our generous PTO and recognition of local holidays, escape to the beach, recharge mentally, or use your Volunteer Time Off (VTO) to give back through volunteering.
• Comprehensive Health Benefits & Retirement Program: We offer comprehensive healthcare and retirement matching plans for eligible employees.
• Paid Parental Leave Policy: arenaflex values the importance of family and offers a paid parental leave that provides the support and flexibility you need to embrace this special time in your life. We also offer a ramp-back period for a seamless transition for you and your family.

How to Apply

If you're passionate about e-commerce, Amazon Advertising, and customer success, and you're looking for a challenging and rewarding role, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. Apply for this job