Experienced Digital Customer Success Specialist – Scaling Customer Adoption and Retention at arenaflex
Job Summary:
arenaflex is seeking an experienced Digital Customer Success Specialist to join our team. As a key member of our Customer Success organization, you will be responsible for managing a large portfolio of small to mid-sized customers through a scalable, tech-enabled approach. This role blends proactive customer engagement with reactive support to ensure adoption, satisfaction, and retention. You will use digital channels and data-driven strategies to deliver value at scale, while also handling inbound requests including churn risks with care and responsiveness.
About arenaflex:
arenaflex is a leading provider of innovative solutions for the digital age. Our mission is to empower businesses to succeed in a rapidly changing world by providing cutting-edge technology and exceptional customer support. We value diversity, inclusion, and collaboration, and we are committed to creating a workplace culture that is relaxed, dynamic, and empowering.
Key Responsibilities:
• Own a high-volume portfolio of customers, using automation and digital touchpoints to guide them through onboarding, adoption, and renewal.
- Lead digital-first onboarding experiences including self-guided content; collaborate closely with Support on webinars, and scalable live training sessions to ensure a smooth transition from Sales to Customer Success.
- Monitor customer health and product usage through Gainsight and Salesforce to proactively identify risk and opportunity. Trigger automated journeys and personalized outreach based on key customer signals.
- Deliver one-to-many communications that feel personal- leveraging in-app messaging, email campaigns, webinars, and office hours to engage and educate customers at scale. Collaborate closely with CX & Enablement to plan and execute these programs and campaigns.
- Be an expert on platform functionality and best practices. Recommend features, workflows, and usage patterns that drive ROI, tailoring recommendations based on customer segment and industry.
- Work cross-functionally with Support, CX Enablement, and Sales to coordinate high-impact moments such as product launches, feature rollouts, and upsell opportunities. Escalate risks to senior CSMs or account teams when needed.
- Forecast and manage churn risk across your portfolio through data insights, automated surveys, and scaled check-ins. Surface at-risk accounts to stakeholders and deploy intervention plans accordingly.
- Lead conversations with customers who have expressed dissatisfaction or submitted cancellation requests. Act quickly to understand the root cause, reinforce value, guide them toward adoption, and negotiate renewals when possible.
- Collect and surface feedback from your customer base to inform product and CX for content.
- Ensure all customer interactions, health scores, and lifecycle stages are accurately reflected in Salesforce and Gainsight to support visibility and reporting.
About You:
We are looking for a highly motivated and experienced Digital Customer Success Specialist who is passionate about delivering exceptional customer experiences. If you have a customer-first mentality, a strong technical aptitude, and a proven track record of success in a fast-paced, multi-priority setting, we want to hear from you.
Essential Qualifications:
• Bachelor’s degree or equivalent experience in business, or related field.
- Exposure to Customer Success or Customer Service strongly preferred.
- Ability to perform within a fast-paced, multi-priority setting.
- Native or bilingual proficiency in English.
- Customer-first mentality; ability to empathize and build customer loyalty.
- Strong technical aptitude and ability to learn new technologies quickly. Must be able to think strategically about change management and system integration.
- Strong critical thinking, analytical, and complex problem-solving skills.
- Highly motivated, “do-er” with a strong sense of collaboration, ownership, urgency and drive.
- Excellent interpersonal skills for phone troubleshooting and writing skills through email.
- Excellent time management and communication skills.
Preferred Qualifications:
• Experience with delivering on-site training and webinars and/or pre-sales demonstrations.
- Experience working in the Fashion industry is desirable.
- Previous experience with technical integrations.
- Italian and/or French language proficiency preferred.
Our Culture:
We value diversity, inclusion, and collaboration, and we are committed to creating a workplace culture that is relaxed, dynamic, and empowering. Our team is filled with enthusiastic, motivated individuals who enjoy their work, and we offer a range of benefits and perks to support your growth and well-being.
Our Benefits:
• Competitive salary and bonus structure
- Comprehensive benefits package, including medical, dental, and vision insurance
- Flexible work arrangements, including remote work options
- Access to a learning and development allowance, to support your growth and career advancement
- A benefits package tailored to each location, to support your unique needs and preferences
- Support for establishing your home office and other perks
Our Commitment:
arenaflex is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If there is anything extra we can do to help you feel at ease during your interview process, please let the PeopleOps team member you’ll be meeting with know.
How to Apply:
If you are a motivated and experienced Digital Customer Success Specialist who is passionate about delivering exceptional customer experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job