Experienced Customer Success Manager – Hospitality Industry Expertise

At arenaflex, we're revolutionizing the hospitality industry by providing innovative solutions that empower hoteliers to maximize profits and deliver exceptional guest experiences. As a Customer Success Manager, you'll play a pivotal role in driving customer satisfaction, retention, and growth by leveraging your expertise in the hospitality industry and passion for delivering exceptional customer experiences.

About arenaflex

arenaflex is a leading provider of hospitality technology solutions, serving over 10,000 properties worldwide. Our mission is to empower the people that power hospitality by providing actionable insights, tools, and visibility to help hoteliers succeed in an ever-changing industry. With a strong commitment to innovation, customer satisfaction, and employee growth, arenaflex is the perfect place for professionals who share our passion for hospitality and technology.

Your Role – Join Our Team!

As a Customer Success Manager at arenaflex, you'll be responsible for owning the strategic relationship with customers, overseeing cross-functional initiatives, and ensuring the ongoing health of customer relationships. You'll serve as the primary point of contact for customers, delivering proactive engagement strategies, collaborating with cross-functional teams, and monitoring key metrics to drive customer success outcomes.

Key Responsibilities:

* Manage a portfolio of Enterprise customers, ensuring strong relationships, ongoing product adoption, and long-term satisfaction

• Act as the primary point of contact across the customer lifecycle—from onboarding and training through account growth
• Develop and maintain strategic Account Plans that align with both customer business goals and arenaflex's solutions
• Deliver regular business reviews to share insights, track progress, and consult on best practices
• Lead and coordinate customer-facing projects, including product feature requests with Product and strategic account growth with Sales
• Establish project timelines, assign responsibilities, manage risks, and ensure timely delivery in line with customer expectations
• Maintain detailed project documentation and status updates; facilitate clear communication between internal teams and customers
• Drive customer engagement with proactive strategies that increase platform usage and deepen product adoption
• Identify at-risk customers and implement strategic remediation plans to reduce churn
• Promote customer advocacy through success stories, reference programs, and feedback loops
• Provide education on product enhancements and industry best practices tailored to the customer's goals
• Monitor customer health scores, usage data, satisfaction metrics, and engagement trends using platforms like ChurnZero and Salesforce
• Analyze quantitative and qualitative data to generate actionable insights that support customer goals
• Collaborate with Product, Support, and Onboarding teams to escalate feedback and improve the overall customer experience

Ideal Skills & Experience:

* Bachelor's degree in Business Administration, Hospitality Management, or a related field

• At least 3 years of customer-facing experience in Customer Success, Account Management, or a related field, particularly within a global SaaS or enterprise software business
• Experience leveraging tools and technology to enable proactive customer success (e.g., ChurnZero) and make data-driven recommendations
• Proven ability to build and sustain customer relationships that drive retention and growth
• Proven track record of data-driven approach to churn risk mitigation and strong escalation management
• Preferred background in the hospitality industry, as we seek individuals passionate about supporting the service industry and enhancing customer experiences

Key Competencies:

* Customer Relationship Management: Ability to build and maintain strong relationships with customers, ensuring long-term engagement and satisfaction through proactive communication and tailored solutions

• Project Management: Highly organized with the ability to manage multiple projects and priorities simultaneously
• Cross-Functional Collaboration: Skilled in working with various departments (Sales, Support, Product) to ensure a cohesive and comprehensive approach to customer success
• Data-Driven Decision Making: Strong analytical skills to monitor key metrics, such as customer health, platform usage, and sentiment, and translate data into actionable plans that drive customer success outcomes
• Problem Solving & Risk Mitigation: Ability to identify customer challenges and provide effective, proactive solutions. High level of problem-solving acumen to quickly resolve customer issues and escalate when necessary
• Communication & Presentation Skills: Proficient in creating and delivering impactful business reviews, presentations, and reports to both internal and external stakeholders. Skilled in articulating business value, data insights, and strategic recommendations
• Adaptability & Learning Agility: Ability to thrive in a dynamic and evolving technology environment. Willingness to learn new tools, methodologies, and product updates quickly to stay ahead in the customer success space
• Customer-Oriented Mindset: Acts as the voice of the customer within the company, ensuring customer needs are communicated and that customer feedback is used to improve product offerings and service delivery

Work Environment:

This position will be fully remote and based in EMEA, with occasional travel for customer meetings, business events, or other work-related needs. Travel will be international and may involve overnight stays, depending on customer requirements and business needs. The ideal candidate will be located in the UK, but candidates located outside of the UK will be considered if necessary.

Compensation Package:

Qualified candidates can expect a salary range equivalent to $75,000 - $80,000 depending on experience.

Why Join arenaflex?

At arenaflex, we're passionate about empowering the people that power hospitality. We're committed to providing a dynamic and inclusive work environment that fosters growth, innovation, and customer satisfaction. If you're excited about our mission and share our passion for hospitality and technology, we'd love to hear from you!

Apply Today!

If you're a customer-focused professional with a passion for the hospitality industry, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply for this job