Experienced Customer Success Manager III – Commercial Union Payroll Expert
At arenaflex, we're revolutionizing the way production teams manage payroll and accounting. Our smart, intuitive platform empowers production teams to manage projects, pay cast and crew, track expenses, and generate data-driven insights. We're seeking an experienced Customer Success Manager III to join our Commercial Union team and drive excellence in customer success and client operations.
About arenaflex
arenaflex is a fast-growing technology company that's changing the face of production payroll and accounting. With a growing team of 250+ people across the USA and Canada, including entertainment and technology experts from top companies, we're backed by top-tier investors and have raised $130M. Our platform is trusted by companies of all sizes, including some of the industry's top production companies.
The Opportunity
We're looking for a strategic leader to join our Commercial Union team as a Customer Success Manager III. In this role, you'll set the benchmark for excellence across the Success and Client Operations Organization. You'll drive initiatives that elevate how arenaflex serves its customers, manages internal processes, and collaborates across departments. You'll be the voice of the broader Customer Success organization in cross-functional forums, guiding product roadmapping and aligning internal stakeholders on key customer priorities.
Key Responsibilities
* Manage a portfolio of commercial union clients, delivering timely, value-driven engagements that support client retention and growth.
* Systematize success by using CRM tools and internal workflows to ensure no ball is dropped—log interactions, track deliverables, and follow up with precision.
* Drive adoption by ensuring clients are onboarded effectively, trained on key functionality, and progressing toward their goals using arenaflex's platform.
* Collaborate cross-functionally with internal teams to resolve customer issues efficiently and escalate when appropriate to deliver timely solutions.
* Proactively monitor health by watching for early signs of churn or dissatisfaction, and take action to course-correct before issues escalate.
* Execute communication obligations by completing internal and external comms, including CTAs, EBRs, check-ins, and escalations in a clear, timely, and professional manner.
* Contribute to team-wide process improvements by offering feedback and participating in initiatives aimed at improving CSM operations, tooling, or workflows.
Essential Qualifications
* Industry knowledge: 3+ years in commercial union payroll or a related field; 2+ years in a customer-facing role preferred.
* Organizational rigor: Proven ability to manage multiple priorities with structure, accuracy, and reliability.
* Excellent communication: Strong writing and verbal skills—able to explain complex topics with clarity.
* Customer focus: A proactive mindset and desire to help clients succeed by solving problems and removing obstacles.
* Platform familiarity: Confidence working with CRMs (e.g., Salesforce), support tools, and modern SaaS products.
* Union acumen: Understanding of commercial union rules and production workflows is a plus.
Nice to Haves
* Experience working in a B2B Software company in a customer-facing role.
* Strong experience with tools such as Salesforce, Gainsight, and Notion.
Why Join Us
At arenaflex, creativity meets technology — and not just in the product. In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you'll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include:
* Unlimited Paid Time Off
* Work from anywhere in Canada and USA
* Health and Dental benefits
* Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
* Up to 2% matching RRSP / 401K
* Learning and Development opportunities
* Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service
Our Pledge to Fostering an Inclusive and Safe Workplace
arenaflex pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.
Apply Now
Have we got your attention? Submit your application today and a member of our Talent team will be in touch with you shortly!