Senior Customer Success & Onboarding Manager Driving Client Adoption, Support

About arenaflex

Welcome to arenaflex, the leading innovator in digital experience and customer engagement solutions. With a global footprint spanning more than 30 countries, arenaflex empowers brands to transform their customer journeys through cuttingedge analytics, realtime tracking, and AIdriven insights. Our mission is simple: help businesses unlock the full value of their digital assets, turning every interaction into a measurable opportunity for growth.

At arenaflex, we believe that exceptional customer success is the cornerstone of sustainable revenue. Our culture is built on curiosity, collaboration, and a relentless focus on delivering tangible results. Whether youre a seasoned professional or an ambitious earlycareer talent, youll find a vibrant, inclusive environment where your ideas shape the future of the industry.

Why This Role Matters

As the Senior Customer Success & Onboarding Manager, you will be the first point of contact for our most valuable clients. Youll guide them from initial onboarding through ongoing support, ensuring they become experts in our platform and achieve maximum ROI. Your work will directly influence customer satisfaction, retention, and expansion, making you a pivotal player in arenaflexs growth strategy.

Key Responsibilities

1. Strategic Onboarding & Portfolio Management

Lead the endtoend onboarding journey for a curated portfolio of highvalue customers, ensuring a smooth transition from sales to implementation.

Design and deliver customized training programs (webinars, workshops, and selfservice resources) that accelerate platform adoption and empower clients to use analytics and tracking tools effectively.

Act as a trusted advisor by understanding each clients business objectives, identifying gaps, and proposing tailored solutions or workarounds that align with arenaflexs product roadmap.

Proactively anticipate and mitigate risks during onboarding, implementing contingency plans that keep projects on schedule and within scope.

Collaborate crossfunctionally with Account Executives, Customer Success Managers (CSM), Key Account Managers (KAM), and Product teams to ensure a seamless handoff and continuous alignment of client expectations.

Own project management for complex implementations, coordinating resources, timelines, and deliverables while maintaining a clear communication cadence with stakeholders.

Make autonomous, customercentric decisions that balance client needs with arenaflexs strategic objectives, demonstrating confidence and accountability.

2. Level 1 Support & Issue Resolution

Respond swiftly to incoming support tickets, ensuring firstcontact resolution or timely escalation to Level 2 or product teams.

Diagnose and troubleshoot technical or functional issues with a proactive mindset, offering clear, actionable guidance to clients.

Escalate complex problems to the appropriate internal teams, maintaining transparency and followup until resolution.

Maintain a high ticket resolution rate and customer satisfaction score by leveraging deep product knowledge and empathy.

3. Internal Collaboration & Process Improvement

Serve as a product evangelist for internal teams (CSM, KAM, reputed company), providing training and insights that enhance their ability to support clients.

Champion continuous improvement initiatives that reduce time to first value, shorten resolution times, and elevate service quality.

Develop and maintain comprehensive documentationguides, FAQs, video tutorials, and knowledge base articlesto empower both clients and internal stakeholders.

Actively feed customer insights back to the Product team, influencing roadmap decisions and feature enhancements.

Essential Qualifications

Minimum of 5 years of experience in a customerfacing role, preferably within the MarTech or SaaS industry.

Deep understanding of MarTech ecosystems, especially analytics, tracking, and attribution platforms.

Familiarity with GotoMarket (GTM) strategies is a plus.

Fluency in English and French; additional language proficiency is highly valued.

Exceptional verbal and written communication skills, with the ability to translate complex technical concepts into clear, actionable guidance.

Strong problemsolving mindset, rigorous analytical approach, and a genuine empathy for client challenges.

Pedagogical apt .