**Customer Success Hero US - M/F (Full time remote)**

Join arenaflex, a leading Social Media Management platform, as a Customer Success Hero in the US market. As a key member of our customer success team, you will play a vital role in ensuring the growth and satisfaction of our US customers. If you're passionate about delivering exceptional customer experiences, have a knack for problem-solving, and thrive in a fast-paced, dynamic environment, we want to hear from you! **About arenaflex** arenaflex is a human-centric company with strong values (honesty, collaboration, reliability, excellence, passion, and caring). We believe that collective success is an integral part of the wellbeing of all in the workplace. Our mission is to empower our teammates to reach their professional and personal goals while fostering a culture where every colleague seems just a click away. With more than 8000 customers worldwide, arenaflex is a profitable company consistently rated as a 'High Performer' by industry experts and customers alike. **The Role** As a Customer Success Hero, you will be responsible for ensuring the growth of our US market by aligning with various functions, including customer onboarding, VIP treatment for Enterprise clients, assisting customers in bad health, customer discovery/interviews, gathering insights from churned customers, and promoting new features/modules/add-ons to existing customers. Your ultimate goal will be to decrease net MRR churn and collect feedback from our customers to help us build a product that will be better aligned with our users' needs. **Key Responsibilities:** * Ensure the growth of our US market by aligning with various functions, including: + Customer onboarding: Stay close to new customers during the first 3 months following their subscription to uncover potential issues and get them resolved, and offer training when appropriate. + VIP treatment for Enterprise clients: Anticipate any churn for this specific segment and provide a "white glove" service. + Assisting customers in bad health: Identify customers who are not using our product to a healthy level and take necessary actions with them. + Customer discovery/interviews: Gather insights from customers to nurture and prioritize our product roadmap. + Gathering insights from churned customers: Understand the "real" reason for customer churn and use this information to reduce churn in the future. + Promoting new features/modules/add-ons to existing customers: Present new features/add-ons/modules to existing clients and see if they could be of value to them. * Decrease net MRR churn and collect feedback from customers to help us build a product that will be better aligned with our users' needs. * Collaborate with the existing customer success team members and participate in sales demos to gain in-depth knowledge of our product, its API ecosystem, support tools, competitive landscape, and clients. **Your Profile:** * At least 2 to 3 years of experience in customer success/support/sales at a self-service B2B SaaS business. * Strong ability to write and speak English; another language is a plus. * Familiar with tools such as Salesmachine and Intercom. * Obsessed by customer service. * Comfortable with calls and live demos, ready to answer any question or face any objection. * Impeccable communication skills. * Problem solver. * Strong organizational skills. * Goal- and results-driven. * Experience in the social media industry is a big plus. * Strong team player but still a self-starter. * Thrives in a multitasking environment and can adjust priorities on the fly. * Able to work in a high-energy, hyper-growth, startup environment. * Eager to learn, adapt, and perfect your work; you seek out help and put it to good use. **Why Join arenaflex?** * Remote-friendly work environment. * Great atmosphere, regular retreats. * Motivating remuneration, benefits. * Respect for work/life balance. * 20 paid vacation days, 5 sick/personal paid days, 10 Bank holidays, and extra paid day per year spent (capped to 4). * Participation to the health insurance, dental & vision coverage, 401k, HSA. * Career development. * Glassdoor rating 5 stars (check us on Glassdoor). * And more to come... **What We Offer:** * Competitive salary and benefits package. * Opportunity to work with a leading Social Media Management platform. * Collaborative and dynamic work environment. * Professional development and growth opportunities. * Flexible work arrangements, including remote work options. * Recognition and rewards for outstanding performance. * Access to cutting-edge technology and tools. * A fun and supportive team culture. **How to Apply:** If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you! Apply now to join our team as a Customer Success Hero in the US market. Apply Job! Apply for this job