Experienced Customer Success Associate – SMB Segment and Support Function

At arenaflex, we're on a mission to make renting work for all of us: to support every path, and simplify the way forward. We're making every aspect of renting fairer, stress-free, and more convenient by changing the fundamentals of renting. Our digital rental application offers a safe and seamless way to apply and get approved for your next home. We specialize in developing software and services for property managers nationwide, empowering them to deliver exceptional service to renters, while evaluating applications with unmatched speed and precision.

The Team

The core function of the Customer Success team at arenaflex is to ensure our clients have a seamless experience and get the most out of the arenaflex platform. We are the voice of the customer internally, and the face of arenaflex externally. Beyond day-to-day support, our team's insights are the foundation for customer retention, product strategy, and long-term growth. This role will touch all parts of the customer lifecycle and collaborate closely with our Product, Engineering, and Sales teams to build a best-in-class customer experience.

The Role

We are looking for a Customer Success Associate who can serve as a trusted and effective front-line partner to our customers. This person will be a critical part of managing our SMB segment and support function. The ideal candidate is an empathetic problem-solver, a clear communicator, and is willing to get their hands dirty in the day-to-day details of helping our users succeed. Direction will be ambiguous at times, so a high degree of ownership, creativity, and a bias for action are crucial. Fundamentally, this role is about understanding our customers' needs and championing their success.

Where You Will Make an Impact

As a Customer Success Associate at arenaflex, you will:

• Serve as the escalation point for our SMB customers, managing inbound inquiries via email, chat, and phone.
• Triage, troubleshoot, and resolve customer issues, documenting and escalating technical bugs to our Engineering team with clear and concise tickets.
• Conduct periodic, proactive client outreach to ensure ongoing engagement, monitor product usage, and share best practices.
• Become a product expert and contribute to our customer-facing Knowledge Base, creating articles, tutorials, and guides that empower users and enable self-service.
• Serve as the voice of the customer, translating their feedback into actionable insights for our Product and Engineering teams to drive product improvement.
• Collaborate with the Implementation team to ensure a seamless post-sale handoff and onboarding experience for new clients.
• Monitor customer health to proactively identify and address potential issues, driving platform adoption and mitigating churn.
• Identify potential upsell and cross-sell opportunities.
• Contribute to the continuous improvement of our customer success processes, tools, and playbooks.
• Maintain accurate client documentation, including training records, escalations, and engagement history.

We'd Love to Hear from You If You Have:

* 1-3 years of experience in a customer-facing role (e.g., Customer Support, Customer Success, Account Management), preferably in a B2B SaaS environment.

• Bachelor's degree or equivalent practical experience.
• Exceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondence.
• A high degree of technical aptitude and the ability to learn new software quickly.
• Experience with customer support platforms (e.g., Zendesk, Intercom, Jira) and/or CRMs (e.g., HubSpot, Salesforce).
• Strong problem-solving skills and the ability to navigate ambiguous customer situations.
• Willingness to embrace the unstructured, fast-paced environment of a high-growth startup.

Nice-to-Haves:

* Prior startup experience.

• Experience in Proptech or Fintech.
• Experience creating content for a knowledge base (articles, videos, FAQs).
• Familiarity with tracking and influencing customer success metrics (e.g., NPS, CSAT, Time to Resolution)

What We Offer:

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Location:

We operate on a hybrid schedule (3-4x times in-office per week), with in-office days at our newly renovated NoHo office.

Mission-Driven Culture:

A balanced, collaborative, and high-impact workplace.

Competitive Compensation:

Competitive base salary + Pre-IPO equity.

Generous Time Off:

Flexible PTO with a minimum of two weeks required, mental health Fridays once a month, and holidays.

Wellness Perks:

Health benefits, 401(k) matching up to 5%, monthly gym stipend, and lunch provided every day + snacks for days.

Compensation Disclosure:

As required by NYC Pay Transparency Law, we want to provide transparency around our compensation packages. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, and the scope of responsibilities in the role. In addition to cash compensation, all full-time employees receive an equity compensation package.

Diversity, Inclusion, and Equal Opportunity Employer:

Like our users, we come from a wide variety of backgrounds. Diversity, inclusion, and being open to learning constantly means we have and hire great people. Diversity and inclusion make our team, our culture, and our work stronger: we're committed to continuing this as we grow. We are an equal opportunity employer and as such, all applicants will be considered based solely upon merit and directly relevant professional competencies. If you're passionate about delivering exceptional customer experiences and are excited about the opportunity to join a high-growth startup, we'd love to hear from you! Apply now to become a part of the arenaflex team. Apply for this job