Customer Success Manager – Small‑Market Business Scale‑Up Specialist for High‑Volume SaaS Portfolio (Remote)

Why Join arenaflex?

arenaflex is a breakthrough AI‑powered marketing platform that empowers multi‑location enterprises to dominate their local markets with a single, intelligent digital workforce. Our technology replaces the effort of 1,000 local marketers, delivering unmatched visibility, engagement, and growth for some of the world’s most recognizable brands. Recognized year after year on the Inc. 5000 list of fastest‑growing companies, arenaflex is on a hyper‑growth trajectory and is looking for passionate professionals who want to shape the future of digital marketing at scale.

Position Overview

As a Customer Success Manager – Small‑Market Business you will own a high‑volume portfolio of 200+ accounts, driving adoption, retention, and expansion through data‑driven, digital‑first engagement strategies. This role is 100 % remote, giving you the flexibility to work from anywhere while partnering closely with cross‑functional teams to deliver a repeatable, scalable customer journey that maximizes value for both arenaflex and its customers.

Key Impact Areas

Drive Scalable Customer Success

• Own a diversified portfolio of 200+ small‑market accounts across several verticals, mapping each step of the customer lifecycle to ensure consistency and predictability.
• Design and execute one‑to‑many engagement programs such as digital Quarterly Business Reviews, thought‑leadership webinars, in‑app messaging, and automated email campaigns that boost product adoption and usage.
• Partner with the Customer Success Enablement team to build a repeatable customer journey framework—from onboarding to renewal—tailored for high‑volume accounts.

Adoption & Value Realization

• Continuously monitor health scores, usage patterns, and product adoption metrics to surface risks early and uncover expansion opportunities.
• Leverage advanced analytics and AI insights to demonstrate measurable ROI and business outcomes, ensuring customers see tangible value from arenaflex solutions.
• Deploy semi‑personalized outreach—mixing automation with strategic touchpoints—to guide users through key feature adoption and best‑practice implementation.

Retention & Expansion

• Identify churn signals through behavior analysis, feedback loops, and usage data; proactively intervene with tailored success plans.
• Drive upsell and cross‑sell initiatives by aligning product extensions with customer growth milestones and business objectives.
• Collaborate with Marketing and Product teams to continuously improve education resources, FAQ libraries, and self‑service tools.

Cross‑Functional Collaboration

• Serve as the voice of the customer in strategic sessions with Sales, Product, Marketing, and Support, ensuring a unified experience.
• Work hand‑in‑hand with Implementation specialists to guarantee a seamless onboarding transition from prospect to active customer.
• Provide actionable feedback on product gaps, friction points, and new feature ideas, influencing arenaflex’s product roadmap.

Essential Qualifications

• Remote‑Ready: Ability to work 100 % remotely and maintain a productive home office environment.
• 2+ years of proven success in Customer Success or Account Management, preferably within a SaaS or technology‑driven setting.
• Demonstrated experience managing large, high‑volume portfolios with a focus on automation, scalability, and data‑centric engagement.
• Exceptional organizational and time‑management skills; adept at juggling multiple priorities without sacrificing quality.
• Analytical mindset with hands‑on experience using CRM data, spreadsheets, or BI tools to drive strategic decisions.
• Polished written and verbal communication abilities; capable of crafting compelling messaging for webinars, emails, and in‑app notifications.
• Comfort with or without a dedicated CS platform (e.g., Gainsight); resourceful use of existing tools to track interactions and outcomes.
• Passion for delivering customer value, with a relentless focus on measurable results and continuous improvement.
• Confidence engaging senior stakeholders, including C‑suite executives, to influence outcomes and advocate for the customer.
• Strong presentation skills, adaptable to audiences ranging from small teams to large conferences.

Preferred Add‑Ons

• Experience with AI‑driven marketing solutions or localized digital advertising platforms.
• Familiarity with automation platforms such as Zapier, HubSpot, or Marketo for scaling outreach.
• Previous exposure to building or iterating customer journey frameworks in a fast‑growth environment.
• Certification in Customer Success (e.g., SuccessHACKER, Gainsight).

Core Skills & Competencies

• Data‑Driven Decision Making: Ability to translate raw usage data into actionable success plans.
• Strategic Thinking: Vision to anticipate customer needs and align them with arenaflex’s product roadmap.
• Automation Savvy: Proficiency in designing repeatable, scalable communications that maintain a personal touch.
• Relationship Building: Talent for nurturing trust with a broad set of stakeholders across varying business sizes.
• Problem Solving: Agile troubleshooting of complex, multi‑layered challenges without escalation bottlenecks.
• Collaboration: Comfortable working in cross‑functional squads, sharing insights, and championing collective success.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a CSM you will have access to:

• Mentorship programs with senior leaders in Customer Success, Product, and Sales.
• Quarterly learning stipends for certifications, conferences, or online courses.
• A clear promotion ladder—from Associate CSM to Senior CSM, then to Team Lead or Customer Success Director.
• Opportunities to participate in beta‑testing of new product features and shape future releases.

Work Environment & Culture

At arenaflex, we champion a culture of autonomy, innovation, and inclusion. Our remote‑first philosophy means you’ll be connected through vibrant digital channels, regular virtual team‑huddles, and annual in‑person retreats (optional). We celebrate diverse perspectives, encourage daring ideas, and reward results that move the needle for our customers and our company.

Compensation, Perks & Benefits

While exact figures are tailored to experience, the role offers a competitive base salary ranging from CAD 59,122 – 92,821, complemented by performance‑based bonuses and commission opportunities. Additional perks include:

• Comprehensive Health Package: Medical, dental, and vision coverage (non‑contract roles).
• Retirement Savings: 401(k) with employer matching.
• Flexible Paid Time Off: Generous PTO policy, quarterly wellness days, and paid holidays.
• Remote Work Stipends: Assistance for home‑office setup and high‑speed internet.
• Learning & Development: Access to online learning platforms, certification reimbursements, and internal knowledge‑share sessions.
• Employee Engagement: Virtual coffee chats, gamified recognition programs, and community‑building events.

How to Apply

If you are a data‑driven, customer‑obsessed professional ready to scale success for a growing portfolio of small‑market brands, we want to hear from you. Click the link below to submit your application and join the arenaflex team today.

Apply Now – Customer Success Manager (Remote)

Equal Opportunity Employer

arenaflex is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, protected veteran status, or any other characteristic protected by applicable law. Candidates selected for this role may be required to complete an E‑Verify check to confirm eligibility to work in the United States, where applicable.

Join the Future of Localized Marketing

Take the next step in your career with arenaflex—where technology meets humanity, and where your expertise drives real‑world impact for thousands of businesses worldwide.