Director, Customer Success - Onboarding & Adoption at arenaflex

Unlock the Potential of Customer Success at arenaflex

Join arenaflex, a global leader in customer experience software, as we embark on an exciting journey to build and scale our Customer Success organization. We're seeking a seasoned leader to drive the development, launch, and scale of our Customer Onboarding and Targeted Adoption teams. As a Director of Customer Success, you'll play a critical role in ensuring our customers achieve early value and long-term success through the right combination of human-led and digital onboarding engagements.

About arenaflex

arenaflex is a mission-driven company that simplifies the complexity of business and makes it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. With a strong commitment to diversity, equity, and inclusion, we strive to create a workplace where everyone feels valued, respected, and empowered to succeed.

The Opportunity

As a Director of Customer Success, you'll lead the development, launch, and scale of our Customer Onboarding and Targeted Adoption teams. You'll be responsible for building and leading a global onboarding team focused on lower ARR cohorts, delivering high-volume, structured engagements to drive early value and successful go-lives. You'll also stand up a targeted adoption team of experienced CSMs who operate across accounts within regions, diving into complex product adoption scenarios when deeper engagement is required.

Key Responsibilities

* Build and lead a global onboarding team focused on lower ARR cohorts, delivering high-volume, structured engagements to drive early value and successful go-lives

• Stand up a targeted adoption team of experienced CSMs who operate across accounts within regions, diving into complex product adoption scenarios when deeper engagement is required
• Define onboarding experiences by segment, including webinar and digital-led models, 1:1 onboarding sessions, and strong handoff and integration processes
• Align onboarding and adoption engagements to customer objectives, plan types, and lifecycle stages
• Partner with Sales, Product, Marketing, Digital, and Analytics teams to position resources correctly and integrate with existing onboarding flows and content
• Drive tooling and workflow decisions for team assignment, scheduling, and engagement tracking
• Ensure both teams are measurable, scalable, and outcomes-driven, with clear KPIs tied to customer activation and adoption

What You Bring

* 12+ years of professional experience in a GTM and/or Success function

• 5+ years of people leadership experience, ideally including experience as a 2nd-line leader or leader of leaders (leading a global team ideal)
• Proven success building and scaling Customer Success, Onboarding, or Implementation teams preferably in a SaaS environment
• Strong data fluency and technical aptitude
• Operational strength and comfort driving execution in fast-moving environments
• Experience with tools like Zendesk, Salesforce, Gainsight, Gong, and other platforms
• Strong collaboration and stakeholder management across GTM and Product orgs
• Spanish fluency a plus, but not required
• Willingness to travel quarterly to global sites

What We Offer

* US annualized OTE (On Target Earnings) range for this position is $209,000.00-$313,000.00 with a pay mix of 70/30 (base/commission)

• This position may also be eligible for bonus, benefits, or related incentives
• Hybrid work experience designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week
• Opportunity to work with a global team and contribute to the growth and success of a leading customer experience software company

Why Join arenaflex?

* arenaflex is a mission-driven company that simplifies the complexity of business and makes it easy for companies and customers to create connections

• We're committed to diversity, equity, and inclusion, and strive to create a workplace where everyone feels valued, respected, and empowered to succeed
• Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers
• We offer a hybrid work experience that combines the benefits of in-person collaboration with the flexibility of remote work
• Our team is passionate, driven, and dedicated to making a positive impact on our customers and the world

How to Apply

If you're a seasoned leader with a passion for customer success and a drive to make a meaningful impact, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, qualifications, and interest in the role. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace. Individuals seeking employment and employees at arenaflex are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Accommodations for Applicants with Disabilities

arenaflex endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request. Apply for this job