Senior Customer Success Manager – Merchant Risk Onboarding and Monitoring Solutions

At arenaflex, we're revolutionizing the payments industry with innovative risk onboarding and monitoring solutions. As a pioneer in this space since 2004, we've combined cutting-edge technology with 20 years of unique merchant data and tenured risk expertise to help merchant payments providers grow their businesses while avoiding costly fines and reputational damage. We're now seeking an exceptional Senior Customer Success Manager to lead our Customer Success function in the United States, driving satisfaction, retention, and growth.

Job Description

As a Senior Customer Success Manager at arenaflex, you'll be responsible for leading our Customer Success team in the United States, building and managing high-performing teams, and fostering strong relationships with key clients. You'll serve as the primary relationship owner for these clients, understanding their needs, and collaborating with Sales, Product, and Operations to deliver exceptional client service.

Key Responsibilities:

* Lead, mentor, and develop the Customer Success team, including hiring, onboarding, and performance management.

• Set and track KPIs to ensure consistent, exceptional client service.
• Serve as main contact for clients, fostering strong relationships and understanding needs.
• Conduct usage and performance reviews to maximize client outcomes.
• Manage escalations and coordinate timely resolutions.
• Oversee the customer lifecycle—from onboarding to renewal—addressing risks and securing extensions.
• Identify upselling and cross-sell opportunities, partner with Sales on expansion strategies.
• Deliver QBRs to highlight value, address concerns, and recommend enhancements.
• Create and maintain advanced Excel reports, dashboards, and analyses to monitor account health and forecast renewals.
• Prepare professional, client-ready documentation and presentations.
• Collaborate with internal teams using Jira to track and manage client-related projects.

Qualifications:

* 5+ years in Customer Success, Account Management, or Client Services with enterprise clients.

• Proven leadership in managing high-performing teams.
• Experience managing renewals, escalations, and client health for complex accounts.
• Familiarity with bankruptcy, collections, or financial services is a plus.
• Advanced Microsoft Office skills (Excel, Word, PowerPoint, Outlook), including pivot tables, VLOOKUP/XLOOKUP, complex formulas, conditional formatting, and data visualization.
• Familiarity with Jira for project tracking and workflow management.
• Proficiency with CRM platforms (e.g., HubSpot, Salesforce) and reporting tools.
• Exceptional negotiation, presentation, and communication skills.
• Bachelor’s degree in business administration, Communications, Finance, Information Systems, or related field preferred; analytical or data-focused studies a plus.

Why Join arenaflex?

* Work for a fast-growing company with a comprehensive benefits package, including medical, dental, vision, LTD, Paid Time Off, 401(k), and potential for annual bonus.

• Competitive compensation: $95,000 - $110,000 USD annually, dependent on location and experience.
• Collaborative and dynamic work environment with opportunities for growth and learning.
• Join a team of innovators who are shaping the future of the payments industry.

What We Offer:

* A comprehensive benefits package, including medical, dental, vision, LTD, Paid Time Off, 401(k), and potential for annual bonus.

• Competitive compensation: $95,000 - $110,000 USD annually, dependent on location and experience.
• Collaborative and dynamic work environment with opportunities for growth and learning.
• A chance to work with a cutting-edge technology and be part of a team that's revolutionizing the payments industry.

How to Apply:

If you're a motivated and results-driven professional with a passion for delivering exceptional client service, 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. arenaflex is an equal employment opportunity employer and strives to comply with all laws prohibiting discrimination based upon, as applicable, actual or perceived race, color, creed, religion (including religious dress, grooming practices and protective hairstyles), sex, sexual orientation, gender identity or gender expression, pregnancy, marital/domestic partner status, national origin, alienage or citizenship status, primary language, immigration status, military and veteran status (including whether honorably discharged or not), intern or volunteer status, status as a victim of domestic violence, sexual assault, or stalking, ancestry, age, physical or mental disability, AIDS, HIV and Hepatitis C status, medical condition, including cancer and genetic predisposition information or characteristics (or those of a family member), or any other category protected by federal, state or local laws. Apply for this job