Why arenaflex?
Since 2015, arenaflex has been a catalyst for transformation in the public‑transportation ecosystem. By marrying cutting‑edge technology talent with deep transit‑industry expertise, we have built a comprehensive, turnkey fare‑collection solution that lets riders pay with whatever is in their pocket—smartphones, IDs, credit cards, paper passes, or smart cards. Today, more than 220 municipal and regional transportation agencies across North America rely on arenaflex to make public transit the easiest, most convenient, and most attractive option for everyday commuters.
Our headquarters sit in the vibrant Mission District of San Francisco, but we are proudly remote‑friendly, with team members spread across the United States. At arenaflex, you’ll join a culture of bold ideas, relentless curiosity, and a shared commitment to shaping a more sustainable, equitable, and accessible future for urban mobility.
Role Overview – Customer Success Manager
The Customer Success Manager (CSM) at arenaflex owns the full lifecycle of our agency partners—from initial kickoff and onboarding, through regular account reviews, to contract renewals. You will act as the trusted advisor for transit agencies, translating the “voice of the customer” into actionable insights that shape product roadmaps, drive adoption, and unlock additional value across our suite of solutions.
Because arenaflex is a fast‑growing, scrappy startup, the CSM role is cross‑functional by design. You will partner closely with Marketing, Sales, Engineering, and Product teams, occasionally wearing hats from support specialist to business development champion. We welcome candidates who are ready to shape their own title—whether “Customer Success Manager” or “Senior Customer Success Manager”—based on their experience and impact.
Key Responsibilities
- End‑to‑end Agency Launches: Lead newly signed small‑ to medium‑size transit agencies through kickoff, configuration, testing, and go‑live. Define success metrics, set milestones, and conduct regular account reviews to ensure objectives are met.
- Concierge Support: Serve as the first line of defense for agency inquiries—updating fare structures, creating fare promotions, implementing community‑pass programs, and troubleshooting any operational challenges.
- Rapid Issue Resolution: Diagnose, prioritize, and resolve agency‑facing issues quickly, coordinating with Engineering and Product to deliver fixes or work‑arounds that keep riders moving.
- Knowledge Base Management: Continuously improve FAQs, self‑service guides, and training materials for both agency staff and riders. Produce clear, multilingual documentation that scales with our growing customer base.
- Cross‑Functional Advocacy: Partner with Engineering, Sales, and Marketing to surface high‑impact user feedback, influence the product roadmap, and champion agency needs across the organization.
- Data‑Driven Health Monitoring: Track and report on client health scores, usage metrics, and renewal likelihood. Present insights to leadership to inform strategic decisions.
- Integration Management: Work with third‑party integration partners to set up, test, and launch technical solutions that extend arenaflex’s platform capabilities.
- Community Building: Facilitate peer‑to‑peer connections among agencies, share best practices, and host webinars or workshops that deepen collective expertise.
- Travel & Representation: Represent arenaflex at state and national transit conferences, on‑site agency visits, and team meetups in San Francisco (approximately 10‑15 trips per year). Initial onboarding includes in‑person training at our San Francisco office.
Essential Qualifications
- Minimum 3 years of enterprise B2B SaaS experience in a high‑growth tech startup environment.
- At least 3 years of direct experience working with local government, transportation agencies, or public‑sector consulting projects.
- Demonstrated track record of managing high‑value customer portfolios or strategic accounts.
- Strong analytical mindset—comfort with dashboards, KPIs, and data‑driven storytelling.
- Proven ability to investigate complex issues, own them end‑to‑end, and deliver sustainable solutions.
- Excellent verbal and written communication skills, with a talent for building trusted‑advisor relationships.
- Passion for sustainable, equitable, and accessible mobility solutions.
Preferred (Nice‑to‑Have) Experience
- Hands‑on experience implementing or supporting hardware fare‑collection devices.
- Background in financial technology, payment processing, or related fintech ecosystems.
- Familiarity with platforms such as Pipedrive, Zendesk, Figma, Notion, GitHub, or Metabase.
- Experience delivering public‑speaking engagements or training sessions at industry conferences.
Technical Skills & Tools
- Proficiency with Google Workspace (Docs, Sheets, Slides) for collaborative documentation.
- Experience using a CRM system to manage pipelines, track interactions, and forecast renewals.
- Comfort with Slack or similar team‑communication platforms; arenaflex operates primarily via Slack.
- Basic understanding of transit fare systems, payment technologies, and SaaS platform architecture.
What You’ll Gain – Career Growth & Learning
At arenaflex, your impact is visible and amplified. You will:
- Shape the product roadmap by bringing real‑world agency insights directly to the engineering team.
- Earn exposure to senior leadership, participating in strategic planning sessions that influence company direction.
- Develop deep expertise in transit‑technology, a niche yet rapidly expanding sector.
- Access continuous learning opportunities—online courses, industry certifications, and mentorship from seasoned founders.
- Progress into senior leadership roles such as Senior Customer Success Manager, Director of Customer Success, or even VP of Customer Experience as the organization scales.
Work Environment & Culture at arenaflex
Our culture is built on three core pillars:
- Innovation with Impact: We encourage bold experimentation, but every idea is measured against the real‑world outcomes for our agency partners.
- Collaboration over Hierarchy: Small team size means every voice matters. You’ll work hand‑in‑hand with engineers, marketers, and founders daily.
- Inclusivity & Belonging: Public transit serves diverse communities. We actively seek to reflect that diversity within our own workforce, fostering an environment where every background, identity, and perspective is celebrated.
We offer flexible remote work options, a hybrid model for those in the Bay Area, and an open‑door policy that welcomes ideas from any level.
Compensation, Perks & Benefits
- Competitive Salary: Starting at $158,000 per year, commensurate with experience.
- Equity Ownership: Stock options provide a direct stake in arenaflex’s future success.
- Remote & Hybrid Flexibility: Choose to work from anywhere in the U.S. or join us on‑site in San Francisco part‑time.
- Generous PTO & Paid Parental Leave: We believe rest fuels creativity.
- Home Office Stipend: Equipment and ergonomic support for remote workspaces.
- 401(k) Plan: Company‑matched retirement savings.
- Professional Development Budget: Funding for courses, conferences, and certifications.
- Wellness Perks: Weekly snack stipend, virtual fitness classes, and mental‑health resources.
Diversity, Inclusion, & Belonging
Public transit is a lifeline for people of color, women, low‑income families, and other historically marginalized groups. arenaflex is committed to ensuring that the diversity of riders and agency partners is reflected in our boardrooms and product decisions. We strongly encourage candidates of all races, genders, sexual orientations, ages, abilities, and backgrounds to apply. If you bring a unique perspective—even if you don’t meet every listed requirement—your story belongs here.
Interview Process
Our hiring journey is designed to be transparent, respectful of your time, and mutually informative:
- Application Review: Our talent team screens resumes for alignment with role requirements.
- Initial Phone Screen (≈20 min): A conversation with a current Customer Success team member to learn about your background and share arenaflex’s vision.
- Mock Training Exercise (≈60 min total): You’ll demonstrate how you’d train a transit agency on a chosen phone app, followed by feedback and a Q&A with the hiring manager.
- Team Interviews: One‑on‑one chats with key stakeholders across Engineering, Sales, and Product to assess cultural fit and collaborative style.
- On‑Site (or Virtual) Visit: For Bay‑Area candidates, a tour of arenaflex’s Mission District headquarters, lunch with the founders, and a final discussion on next steps.
The full process typically spans four weeks, but we can accelerate for exceptional candidates or urgent hiring timelines. We aim for a start date in April/May, following a brief vacation lull that may extend the final interview stage into early 2025.
Ready to Join arenaflex?
If you are passionate about transforming public transit, love solving complex problems, and thrive in a collaborative, fast‑moving environment, we invite you to apply today. Bring your expertise, curiosity, and enthusiasm, and help us make public transit the easiest, most enjoyable choice for riders everywhere.
Click the link below to submit your application and begin the conversation with arenaflex.