Experienced Customer Success Team Lead – Merchant Onboarding and Support

At arenaflex, we're revolutionizing the way people live, work, and interact with each other. As a Customer Success Team Lead on our New Verticals Implementation Team, you'll play a pivotal role in shaping the future of our business and empowering local economies. We're looking for a seasoned leader who can drive team performance, champion a seamless merchant experience, and partner cross-functionally to optimize workflows.

About the Team

Our New Verticals Implementation Team is at the forefront of building arenaflex's next big business. We're a dynamic and fast-paced team that's passionate about establishing and strengthening relationships between arenaflex and our merchant partners. From onboarding to implementation and successful launch, we ensure a smooth and impactful experience for merchants joining our platform.

About the Role

As an Implementation Team Lead, you'll oversee a team of Implementation Associates supporting New Vertical SMB merchants in the U.S. You'll be responsible for guiding the full merchant journey, from late-stage sales through onboarding, go-live, and post-launch. As a people-first leader, you'll focus on empowering your team through ongoing coaching, performance management, and process improvement.

Key Responsibilities

* Drive team performance by aligning daily execution with OKRs and broader departmental goals

• Lead initiatives to streamline and scale operations, improving efficiency and impact
• Oversee and execute pilot programs to test and implement new strategies within the team
• Champion a seamless merchant experience by ensuring consistent, high-quality onboarding and support
• Partner cross-functionally with Pre-Sales and Merchant Services to address unique cases and optimize workflows

Essential Qualifications

* 3+ years of people management or supervisor experience and demonstrated leadership

• 5+ years of experience in customer success, account management, onboarding, or other related fields
• Demonstrated commitment to building team cultures where making room at the table is paramount
• Experience maintaining an organized and up-to-date pipeline of opportunities, and ability to organize content in a way that is easily digestible
• Experience with detailed operational flows and data analysis

Preferred Qualifications

* Experience working in a fast-paced, dynamic environment with multiple stakeholders

• Proven track record of driving process improvements and implementing new strategies
• Strong communication and interpersonal skills, with the ability to build relationships with cross-functional teams
• Experience with project management tools and methodologies, such as Agile or Scrum

Skills and Competencies

* Strong leadership and coaching skills, with the ability to empower and develop team members

• Excellent communication and interpersonal skills, with the ability to build relationships with cross-functional teams
• Strong analytical and problem-solving skills, with the ability to analyze data and drive insights
• Experience with project management tools and methodologies, such as Agile or Scrum
• Strong attention to detail and organizational skills, with the ability to maintain an organized and up-to-date pipeline of opportunities

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to supporting our team members' growth and development. As a Customer Success Team Lead, you'll have access to:

• Regular coaching and feedback from your manager and peers
• Opportunities for professional development and training, including workshops and conferences
• A dynamic and fast-paced work environment that's constantly evolving and presenting new challenges
• A collaborative and supportive team culture that encourages open communication and feedback

Work Environment and Company Culture

We're a hybrid team that works primarily remotely, with opportunities for in-person collaboration through training, offsites, and team-building events. We're committed to creating a work environment that's inclusive, diverse, and supportive of all team members.

Compensation and Benefits

We offer a comprehensive benefits package, including:

• Base salary: $91,360 - $134,400 USD
• Total on-target earnings (base + commissions): $114,200 - $168,000 USD
• Opportunities for equity grants and sales commission
• Comprehensive benefits package, including medical, dental, and vision benefits, 401(k) plan with employer matching, paid parental leave, and more

How to Apply

If you're a seasoned leader with a passion for customer success and a commitment to building strong relationships, we'd love to hear from you. Please submit your application, including your resume and a cover letter, through our careers page.

About arenaflex

At arenaflex, our mission is to empower local economies and make a positive impact on the world. We're a technology and logistics company that's passionate about delivering exceptional customer experiences and building strong relationships with our merchant partners. We're committed to growing and empowering a more inclusive community within our company, industry, and cities.

Diversity and Inclusion

We're committed to creating a work environment that's inclusive, diverse, and supportive of all team members. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. We welcome applications from diverse candidates, including women, non-binary or gender non-conforming individuals, LGBTQIA+ individuals, American Indian or Native Alaskan individuals, Black or African American individuals, Hispanic or Latinx individuals, Native Hawaiian or Other Pacific Islander individuals, differently-abled individuals, caretakers and parents, and veterans. Apply for this job