Senior Customer Success Manager – SaaS Non‑Profit Fundraising Platform (Remote – Brazil, Mexico, Argentina) – Growth & Retention Leader at arenaflex

Why arenaflex?

arenaflex is redefining the way charitable organizations raise money in the digital age. Our cloud‑based fundraising platform combines lightning‑fast load times, seamless checkout experiences, and a suite of analytics tools that empower non‑profits to maximize donor engagement and revenue. Every month, millions of dollars flow through arenaflex on behalf of world‑renowned foundations, humanitarian agencies, and community groups. By joining arenaflex, you become part of a mission‑driven technology company that is making philanthropy more accessible, transparent, and effective for everyone.

About the Role

We are seeking a seasoned Customer Success Manager who will act as the trusted advisor for a portfolio of high‑impact non‑profit accounts. In this remote, LATAM‑focused position, you will guide organizations through every stage of the customer journey—from onboarding and implementation to ongoing optimization and expansion. Your strategic insight will help our partners unlock the full potential of the arenaflex platform, driving higher donation volumes, deeper donor relationships, and sustainable growth.

If you thrive in fast‑moving start‑up environments, enjoy solving complex problems, and are passionate about the intersection of technology and social good, arenaflex offers the perfect stage for your next career chapter.

Key Responsibilities

• Portfolio Ownership: Manage a dynamic portfolio of 100‑150 non‑profit accounts, ensuring each client receives personalized attention and strategic guidance.
• Full‑Cycle Account Management: Lead the end‑to‑end process—kick‑off, implementation, launch, ongoing account planning, and lifecycle management—to guarantee successful adoption.
• Product Expertise: Serve as the primary subject‑matter expert, delivering training sessions, best‑practice workshops, and technical support to maximize platform utilization.
• Quarterly Business Reviews (QBRs): Conduct data‑driven QBRs that highlight performance metrics, uncover growth opportunities, and align on future roadmaps.
• Retention & Risk Management: Proactively identify churn signals, develop mitigation plans, and execute retention strategies that keep customers engaged and satisfied.
• Expansion & Upsell: Cultivate senior‑level relationships, uncover cross‑sell and upsell possibilities, and drive expansion into new divisions, regions, or product lines.
• Escalation Management: Own customer escalations, coordinate rapid resolution with internal teams, and communicate outcomes transparently to stakeholders.
• Data‑Driven Action: Analyze usage reports, donor trends, and conversion data to recommend actionable improvements that boost fundraising outcomes.
• Cross‑Functional Collaboration: Partner closely with Sales, Marketing, Implementation, Support, and Product teams to deliver a seamless, world‑class experience.
• Product Feedback Loop: Relay customer insights to the product organization, influencing roadmap decisions and ensuring the platform evolves with market needs.

Essential Qualifications

• 5‑8 years of proven experience in SaaS Customer Success, preferably within the fundraising, fintech, or digital‑marketing domains.
• Demonstrated success managing a book of business of $2 million+ Annual Recurring Revenue (ARR) with measurable retention and expansion results.
• Deep familiarity with CRM systems (e.g., Salesforce, HubSpot), digital‑marketing analytics tools, Google Analytics, and Meta Pixel implementation.
• Exceptional communication and presentation abilities—able to translate technical concepts for non‑technical audiences and persuade senior stakeholders.
• Track record of building strong, long‑lasting relationships with both external customers and internal cross‑functional partners.
• Solid understanding of performance metrics, KPIs, and how to use them to drive customer outcomes.
• Self‑starter mindset with the ability to work independently, prioritize tasks, and meet ambitious targets in a hyper‑growth environment.
• Creative problem‑solving skills, especially when addressing complex technical or operational challenges.
• Flexibility to work occasional evenings or weekends to support customers across multiple time zones.

Preferred (Bonus) Qualifications

• Direct experience in nonprofit fundraising, donor acquisition, or digital‑marketing campaigns for charitable organizations.
• Knowledge of payment gateway integrations, PCI compliance, and secure transaction processing.
• Fluency in additional languages beyond Portuguese and Spanish (e.g., English, French).
• Certification in Customer Success (e.g., SuccessHACKER, Gainsight) or related fields.

Core Skills & Competencies

• Strategic Account Planning: Ability to develop multi‑year success plans that align platform capabilities with nonprofit mission goals.
• Analytical Acumen: Proficiency in extracting insights from data dashboards, building custom reports, and translating findings into actionable recommendations.
• Collaboration & Influence: Skilled at navigating matrixed organizations, influencing product decisions, and rallying internal teams around customer priorities.
• Empathy & Advocacy: Genuine passion for the nonprofit sector, coupled with the ability to champion client needs within arenaflex.
• Adaptability: Comfort with rapid change, evolving product features, and shifting market dynamics.
• Technology Savvy: Comfortable with SaaS platforms, API integrations, and emerging fundraising technologies.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Customer Success Manager, you will have access to:

• Mentorship from senior leaders who have built successful SaaS businesses from the ground up.
• Quarterly training workshops on advanced analytics, negotiation tactics, and nonprofit sector trends.
• Opportunities to transition into senior leadership roles such as Director of Customer Success, Head of Account Management, or Product Strategy.
• Cross‑departmental projects that broaden your skill set—working with product, engineering, and go‑to‑market teams on high‑impact initiatives.
• Funding for industry conferences, certifications, and continuous education (up to $1,500 annually).

Culture & Work Environment at arenaflex

Our culture is built on three pillars: Impact, Innovation, and Inclusion. We celebrate the social impact our customers create, encourage bold experimentation with technology, and foster a diverse, supportive environment where every voice matters. Remote work is the norm, and we provide a robust home‑office stipend to ensure you have a comfortable, productive workspace. Regular virtual coffee chats, team‑building events, and an open‑door leadership style keep the community vibrant and connected across continents.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• On‑Target Earnings (OTE): $43,750, comprising a base salary of $30,000 plus performance‑based incentives.
• Equity: Stock options that align your success with the long‑term growth of arenaflex.
• Paid Time Off: 30 days of vacation per year, plus local holidays.
• Home Office Support: Up to $1,000 for ergonomic furniture, monitors, and accessories.
• Learning & Development: 50% reimbursement for English language courses (up to $1,000) and professional education (up to $1,500).
• Health & Wellness: 50% reimbursement for gym or swimming pool memberships (up to $500) and a monthly coworking stipend (up to $250).
• Remote‑First Flexibility: Work from anywhere in Brazil, Mexico, or Argentina, with a collaborative virtual environment.
• Technology Stack: Access to the latest SaaS tools, analytics platforms, and a generous device allowance.

How to Apply

If you are ready to drive meaningful change for nonprofit organizations while advancing your career in a high‑growth SaaS environment, we want to hear from you. Submit your application through the arenaflex careers portal, and include a cover letter that highlights your most relevant successes in customer success, fundraising technology, or nonprofit partnership building.

Join arenaflex today and help shape the future of charitable giving—one donor at a time.