Experienced Customer Success & Operations Manager – SMB Client Engagement & Process Optimization

At arenaflex, we're passionate about empowering professionals and organizations to unlock their full potential through innovative training and knowledge-sharing solutions. As a key player in our Customer Success team, you'll have the opportunity to shape our strategy, drive operational excellence, and contribute to our overall retention strategy. We're looking for an experienced Customer Success & Operations Manager to join our team and help us achieve our mission.

About arenaflex

arenaflex is a dynamic and innovative company that's revolutionizing the way professionals and organizations learn and grow. Our platform offers a comprehensive suite of training and knowledge-sharing solutions that cater to the needs of diverse organizations, from Learning and Development teams to training providers, consultants, and startups. We're committed to delivering exceptional customer experiences, and our Customer Success team plays a vital role in achieving this goal.

Why Join arenaflex?

As a Customer Success & Operations Manager at arenaflex, you'll have the opportunity to:

• Engage with a passionate community of professionals who share your enthusiasm for training and knowledge-sharing
• Shape our Customer Success strategy at a pivotal moment in our growth, contributing directly to arenaflex's expansion
• Be at the heart of the company, working cross-functionally with Customer Success, Care, Product, and Sales teams while staying in close touch with customers
• Collaborate with a talented team of professionals who are dedicated to delivering exceptional customer experiences
• Enjoy a dynamic and supportive work environment that fosters growth, innovation, and creativity

Our Customer Success Team

Our Customer Success team is structured into two key areas:

• Customer Success Management (CSM): This role is part of our CSM team, which consists of 4 people.
• Care: Our Care team consists of 3 dedicated team members who provide exceptional support to our customers.

Your Key Responsibilities

As a Customer Success & Operations Manager, you'll be responsible for:

• Developing and refining scalable customer engagement strategies to improve retention and satisfaction
• Owning and implementing smart process improvements using Skalin, Intercom, and other relevant tools to enhance efficiency
• Monitoring and tracking key customer engagement indicators on Skalin and Hubspot (Product Usage, Health Score, CSAT, NPS) and creating reports to ensure good communication with the Revenue team
• Working with the CSMs, Care, and Product teams to develop a 100% digital support experience for SMB clients
• Creating structured playbooks and workflows that make it easier for customers to succeed independently

Customer Engagement & Success

* Manage a portfolio of SMB clients and drive customer retention through proactive engagement

• Provide strategic guidance to clients on how to effectively use arenaflex to build impactful e-learning programs
• Regularly analyze customer engagement data (ROI, completion rates, satisfaction scores) and identify opportunities for improvement
• Create engaging written content (newsletter, emailing)
• Share customer success stories internally with Marketing (case studies, webinars, testimonials) to reinforce our brand and product value

Process & Collaboration Enhancements

* Identify and standardize recurring actions within the Customer Success team and Care team to drive efficiency

• Serve as the owner of Skalin (CSP platform), ensuring continuous content improvement
• Work closely with the Data team to generate insights and create meaningful reports that guide decision-making
• Collect and share customer feedback to support product roadmap decisions

Tools We Use

* CSM Tools: Skalin, Intercom, Hubspot, Metabase

• Company Communication Tools: Slack, Notion

Your Profile

To be successful in this role, you'll need:

• 3+ years of experience in Customer Success, Process Optimization, or Marketing/Growth roles in a SaaS or e-learning environment
• Demonstrated ability to manage the onboarding process for a large volume of clients (between 100 and 300 clients)
• Interest in understanding customer behaviors and identifying patterns to enhance their experience
• Experience in streamlining processes and making work easier through smart tools and automation
• Autonomous and proactive, with a strong sense of initiative and a love for teamwork and challenges
• Excellent communication and relationship-building skills
• Ability to manage multiple projects simultaneously and prioritize effectively
• Strong problem-solving mindset, eager to improve workflows and create impactful solutions
• Fluent in French, proficient in English
• Interest in technology, SaaS B2B, and AI, and ability to quickly learn and adapt to a fast-evolving tech environment

Nice-to-Have:

* Basic SQL knowledge to support data-informed decision-making

• Familiarity with customer journey mapping and engagement strategies
• Previous experience leading customer training or educational workshops

Package and Benefits

* Contract type: Permanent (CDI)

• Estimated Base Salary: depending on your experience €44k-55
• BSPCE (stock options)
• 100% health insurance coverage (for employees & children)
• Meal card (Swile): €11.96 per day
• Health insurance: 100% covered by Alan (for employees & children)
• Transportation pass: 50% covered
• Remote work allowance for optimal working conditions
• Culture & Lifestyle Benefits: Access corporate discounts on various stores and entertainment, along with an annual stipend for cultural activities and purchases

Work Organization

* Office location: Paris / Bagnolet, an 8-minute walk from Gallieni station (Metro line 3)

• Remote work: full remote possible (tax residence in France)
• Monthly meeting at Maison arenaflex (Paris)
• Annual seminar in attractive locations

Recruitment Process

Our recruitment process typically involves:

• A video call to get to know each other
• A business case to understand your approach to client interactions
• A second interview to discuss your business case and administrative details
• Job offer

Availability

We're looking for someone to start as soon as possible. Unless specified otherwise, all positions are fully remote, provided you work in a timezone close to Paris and have suitable working conditions (including Internet connection). Please note that we can currently only hire French tax residents. If you're passionate about delivering exceptional customer experiences and driving operational excellence, we'd love to hear from you. Apply now to join our dynamic team at arenaflex! Apply for this job