Customer Success Systems & Strategy Manager – arenaflex Scale‑Up Operations, Retention & Expansion Leadership

Why arenaflex?

arenaflex is a fast‑growing SaaS pioneer that empowers organizations to transform their customer journeys through intelligent automation, data‑driven insights, and seamless integrations. With a mission to turn every client interaction into a measurable growth opportunity, arenaflex combines cutting‑edge technology with a customer‑centric culture. As the market for subscription‑based solutions continues to accelerate, arenaflex is at the forefront, delivering scalable platforms that help businesses retain, expand, and delight their users. Join a team where innovation meets purpose, and where your work directly influences the success of thousands of customers worldwide.

Position Overview

As the Customer Success Systems & Strategy Manager, you will be the architect and champion of arenaflex’s Customer Success operations. Reporting directly to the VP of Business & Client Strategy, you will design, optimize, and scale the tools, processes, and data frameworks that enable our Customer Success Managers (CSMs) to deliver world‑class experiences. This role sits at the intersection of technology, analytics, and people, leveraging platforms such as ChurnZero and Salesforce to drive retention, expansion, and overall customer health.

Key Responsibilities

• Strategic Operational Planning: Partner with senior leadership to define and execute a roadmap that enhances retention, upsell, and satisfaction metrics across the Customer Success organization.
• ChurnZero & Salesforce Mastery: Own the configuration, workflow design, and continuous improvement of ChurnZero and Salesforce environments, ensuring maximum automation, real‑time analytics, and actionable insights for the CSM team.
• Data‑Driven Insight Generation: Build and maintain dashboards, health score models, and churn risk analytics that empower proactive outreach and strategic decision‑making.
• Process Automation & Scalability: Design and implement repeatable, automated onboarding, adoption, renewal, and expansion processes that reduce manual effort and improve consistency.
• Cross‑Functional Collaboration & Enablement: Act as the bridge between Customer Success, Sales, Product, and Engineering, aligning goals, sharing best practices, and delivering comprehensive training on CS tools and methodologies.
• Customer Health Management: Refine health scoring frameworks, forecast renewal likelihood, and develop early‑warning systems that enable timely, personalized engagement.
• Expansion & Upsell Support: Identify data‑driven upsell opportunities, create playbooks for expansion, and coordinate with Sales to streamline the handoff and close processes.
• Continuous Improvement Culture: Lead regular retrospectives, capture lessons learned, and champion a Kaizen mindset that drives incremental gains across the Customer Success function.

Essential Qualifications

• Experience: 3‑5+ years in Customer Success Operations, Revenue Operations, or CRM Administration within a SaaS environment.
• Tool Expertise: Hands‑on experience configuring and scaling ChurnZero (or comparable CS platforms) and Salesforce, with a proven track record of delivering automation and workflow efficiencies.
• Analytical Acumen: Strong ability to translate raw data into strategic insights, including churn risk analysis, health score optimization, and expansion forecasting.
• Process Engineering: Demonstrated success designing and deploying automated processes that improve onboarding, adoption, renewal, and upsell cycles.
• Communication & Influence: Exceptional interpersonal skills with the ability to train, motivate, and align cross‑functional teams around shared objectives.
• Project Management: Proven capability to manage multiple concurrent initiatives, set clear milestones, and deliver results on time and within scope.

Preferred Qualifications

• Background in healthcare technology, electronic health records (EHR), or complex CRM SaaS solutions.
• Proficiency with SQL, Looker, Tableau, or similar analytics tools for deep‑dive reporting and custom metric creation.
• Experience leading technology adoption programs, conducting large‑scale training workshops, and driving user adoption across distributed teams.
• Familiarity with additional CS platforms such as Gainsight, Totango, or ClientSuccess.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while executing tactical details that drive measurable outcomes.
• Technical Fluency: Comfort with APIs, data integrations, and workflow automation tools (e.g., Process Builder, Flow, Zapier).
• Data Storytelling: Transform complex datasets into clear narratives that inspire action across leadership and operational teams.
• Customer‑Centric Mindset: Deep empathy for the customer journey and a relentless focus on delivering value at every touchpoint.
• Change Management: Proven ability to guide teams through process changes, new tool rollouts, and cultural shifts.
• Collaboration: Strong partnership skills with Sales, Product, Marketing, and Engineering to align strategies and drive shared success.

Career Growth & Learning Opportunities at arenaflex

arenaflex invests heavily in the professional development of its people. As a Customer Success Systems & Strategy Manager, you will have access to:

• Executive mentorship from the VP of Business & Client Strategy and the Chief Customer Officer.
• Continuous education budget for certifications (e.g., Salesforce Administrator, ChurnZero Expert, PMP).
• Opportunities to lead high‑impact, cross‑functional projects that shape the future of arenaflex’s customer experience platform.
• Clear promotion pathways toward senior leadership roles such as Director of Customer Success Operations or VP of Customer Experience.
• Participation in industry conferences, webinars, and thought‑leadership forums where you can showcase arenaflex’s innovative approaches.

Work Environment & Culture

At arenaflex, we champion a remote‑first culture that values results over hours logged. Our core principles include:

• Flexibility with Structure: While you’ll work EST hours (9 am–5 pm), you have the autonomy to manage your day in a way that supports peak productivity.
• Inclusivity & Diversity: We celebrate varied backgrounds, perspectives, and ideas, believing they fuel creativity and better outcomes.
• Collaboration & Transparency: Weekly all‑hands, open‑door virtual office hours, and a robust internal communication platform keep everyone aligned.
• Well‑Being Focus: Mental‑health days, wellness stipends, and quarterly virtual social events nurture a balanced, engaged workforce.
• Innovation Mindset: Employees are encouraged to experiment, share feedback, and iterate quickly, driving continuous improvement across the organization.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base salary aligned with market benchmarks for senior Customer Success Operations roles.
• Performance‑based annual bonus tied to retention, expansion, and operational efficiency targets.
• Equity participation – share ownership that aligns your success with the company’s growth.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• 401(k) plan with company match.
• Generous paid time off, parental leave, and holiday schedule.
• Professional development stipend and access to online learning platforms.
• Home office allowance, high‑speed internet stipend, and equipment provisioning.

How to Apply

If you are a forward‑thinking, data‑savvy leader who thrives on building scalable systems that empower teams and delight customers, we want to hear from you. To demonstrate your attention to detail, please include the word THOUGHTFULNESS in your application and tag RMzguNjguMTM0LjE5NA==. This helps us confirm you have read the posting in its entirety.

Ready to shape the future of Customer Success at arenaflex? Click the link below to submit your résumé, cover letter, and any relevant work samples.

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