At arenaflex, we're on a mission to empower businesses to succeed in the ever-evolving digital landscape. As a leading online visibility management SaaS platform, we're committed to delivering innovative solutions that help our customers achieve their online marketing goals. We're now seeking an experienced Full Stack Customer Success Manager to join our Enterprise Solutions Customer Success Team in Boston, MA.
**About arenaflex**
arenaflex is a global IT company that's been developing its own product – a platform for digital marketers – for over 16 years. Our platform enables businesses to run search engine optimization, pay-per-click, content, social media, and competitive research campaigns, and get measurable results from online marketing. We've been awarded numerous accolades, including G2's Top 100 Software Products, Global and US Search Awards 2021, Great Place to Work Certification, Deloitte Technology Fast 500, and many more. With over 10,000,000+ users in America, Europe, Asia, and Australia, and a team of over 1,000 people worldwide, we're constantly growing and innovating.
**Job Description**
As an Experienced Full Stack Customer Success Manager, you'll play a critical role in shaping our offering to provide the best possible experience for customers of arenaflex Enterprise. You'll work directly with customers, support the internal team to deliver results for their own customers, and contribute to processes and workflows for the Customer Success team to follow.
**Key Responsibilities**
* Act as a "Player/Coach" using your diverse SEO/Digital Marketing and Commercial experience to help the whole Enterprise Solutions (EntSol) team develop the most effective processes and workflows for Onboarding, Customer Adoption, Account Activation, and QBRs across the USA.
* Discover the business & SEO goals of your customers to build out a business plan, including goals, timelines, benchmarks, and measures of success.
* Prepare and deliver Quarterly Business Reviews (QBRs) with customers based on the goals identified during the discovery.
* Train your customers on relevant arenaflex workflows so that they can achieve those goals.
* Perform regularly scheduled meetings with key stakeholders to ensure customer goals are being met.
* Identify commonalities in tasks, processes, and workflows.
* Develop engaging and helpful content (such as help articles, blogs, and videos) for our EntSol customers to help them "self-service" common tasks, processes, and workflows.
* Act as an extension of your customer's business; offering your own insights and recommendations based on extensive research into the customer's business, your knowledge of SEO, and their engagement within our platform.
* Proactive relationship management with accounts to maintain overall customer health.
* Monitor and report on the health and risk of assigned accounts using sophisticated processes/tools.
* Collaborate closely with the Sales and Product departments, both during the acquisition of new customers and throughout their time with arenaflex.
* Maintain a deep understanding of arenaflex's suite of products and also the wider SEO world.
* Provide dedicated technical and product support.
* Actively participate in team projects and arenaflex experiments that might result in new processes.
* Act as a conduit between the customer and our product team to help with the continued development of our products, leveraging customer feedback and use cases.
**Requirements**
* 5+ years of experience in the SEO and/or Digital Marketing field with 3+ years of agency experience.
* Extensive Technical SEO and/or Digital Marketing knowledge and ability to deliver in-depth technical recommendations to customers.
* Must be physically located in the US region and willing to work business hours of the same.
* Hands-on experience in building SEO strategies, including keyword research, competitor analysis, and technical auditing.
* Experience working with Enterprise SEO platforms.
* Knowledge of Google Search Console, Google Ads, and Google Analytics.
* Ability to identify customer goals and then demonstrate bespoke workflows for the customer to help them achieve these goals.
* Experience in preparing and delivering in-depth QBRs.
* Solid understanding of Customer Success best practices and customer-oriented personality.
* Ability to learn software programs.
* Creative and analytical thinker with h2 problem-solving skills.
* Exceptional English verbal and written communication skills with the ability to communicate effectively at all levels.
**Preferred Qualifications**
* You're a "Player/Coach," both directly managing your own customers and also offering your support and expertise to the rest of the EntSol CSM team.
* You have deep customer empathy and find fulfillment in helping customers reach their goals.
* You enjoy working with people and are driven to provide an excellent customer experience.
* You pride yourself on going above and beyond for teammates and customers.
* You are ready to be autonomous and proactive.
* You share our common values: Trust, because we prefer to speak up and be our true selves; Sense of Ownership, because it's not worth wasting time on something you don't believe in; and enthusiasm for Constant Changes, because we are always looking to make things better.
**Work Environment and Company Culture**
* We offer a remote work format, but you're always welcome in our offices for work or fun times.
* We provide a comprehensive benefits package, including low-cost medical, dental, and vision plans, Dependent Care Savings Accounts and Flexible Spending Accounts, Employee Assistance Program, 401(k) plan with flexible ways to save and fully vested employer match up to 4%, Unlimited PTO, Paid parental leave, Short-term and Long-term Disability, Accidental death and dismemberment (AD&D) insurance, Life Insurance, Travel Insurance, Corporate Events, Snacks, coffee, tea, and more.
* We're committed to creating an inclusive environment for all employees, and we celebrate diversity.
* We're a global team with over 1,000 people worldwide, and we're constantly growing and innovating.
**Compensation and Perks**
* We offer a competitive salary and benefits package.
* We provide opportunities for career growth and professional development.
* We offer a comprehensive benefits package, including low-cost medical, dental, and vision plans, Dependent Care Savings Accounts and Flexible Spending Accounts, Employee Assistance Program, 401(k) plan with flexible ways to save and fully vested employer match up to 4%, Unlimited PTO, Paid parental leave, Short-term and Long-term Disability, Accidental death and dismemberment (AD&D) insurance, Life Insurance, Travel Insurance, Corporate Events, Snacks, coffee, tea, and more.
**How to Apply**
If you're a motivated and experienced Customer Success Manager looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!