Senior Customer Success Manager Canada AIDriven Social Media Engagement &

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About arenaflex

arenaflex is a trailblazing AIpowered platform that empowers brands to protect their online presence, engage audiences, and turn social conversations into measurable business outcomes. With a global footprint and a culture that thrives on curiosity, experimentation, and datadriven decision making, arenaflex is redefining how companies manage brand reputation and community engagement in the digital age. As we scale, were looking for passionate, strategic thinkers who can help our clients unlock the full potential of AI while building lasting relationships.

Why This Role Matters

As a Customer Success Manager at arenaflex, you wont just be managing accountsyoull be the catalyst that turns data into action, insights into growth, and clients into partners. Your influence will shape product roadmaps, drive AI model improvements, and directly impact the success of some of the worlds most influential brands. This is a unique opportunity to own a portfolio of highvalue accounts, lead transformative conversations, and accelerate your own career in an AIfirst environment.

Key Responsibilities

Embedded Partner: Act as a trusted advisor and true extension of each clients team, building deep relationships and aligning arenaflexs solutions with their strategic objectives.

Account Growth & Expansion: Identify new use cases, crosssell features, and onboard additional teams within existing accounts to maximize ROI and deepen arenaflexs footprint.

Success Planning: Cocreate customized success plans that map to clients KPIsROAS, conversion rates, sentiment scores, and firstresponse timetracking progress and iterating strategies from preonboarding through renewal.

Strategic Leadership: Own executivelevel meetings, translating complex data into clear, actionable stories that influence decision makers and secure longterm partnership.

Proactive Problem Solving: Anticipate risks, surface issues before they become blockers, and collaborate with crossfunctional teams (Product, Engineering, AI Specialists) to deliver timely, highimpact solutions.

DataDriven Insight: Analyze performance dashboards, surface trends, and recommend AI model finetuning or workflow adjustments that optimize moderation, engagement, and realtime response.

Retention & Advocacy: Implement churnprevention tactics, nurture client advocates, and capture testimonials or case studies that showcase arenaflexs value.

Voice of the Customer: Relay client feedback to product, marketing, and sales teams, ensuring arenaflexs roadmap remains aligned with market needs.

Essential Qualifications

35 years of experience in B2B SaaS customer success, account management, or enterprise client supportpreferably within marketing, community management, or social media strategy.

Proven track record of managing renewals, expansions, and upsells, with measurable impact on revenue and client health.

Deep understanding of social media metrics (ROAS, engagement, sentiment, FRT) and the ability to translate them into business outcomes.

Experience working with AI or datadriven productsknowledge of how machine learning models can be tuned to meet client needs is a plus.

Strong analytical mindset: comfortable with spreadsheets, dashboards, and data storytelling.

Excellent communication skillsboth written and verbalacross all levels, including Csuite executives.

Selfstarter who thrives in a fastmoving, remote environment and can manage multiple highpriority accounts simultaneously.

Preferred Qualifications

Background in digital marketing, paid/organic social strategy, or agency work.

Experience in community management or brand protection services.

Knowledge of AI ethics, bias mitigation, and responsible AI deployment.

Fluency in multiple languages or experience working with global clients.

Core Skills & Competencies

Strategic Thinking: Ability to see the big picture, align client goals with arenaflexs capabilities, and craft longterm success plans.

Relationship Building: Proven skill in building trust, influencing stakeholders, and fostering collaboration across teams.

Data Literacy: Comfortable extracting insights from complex datasets and presenting them in a clear, actionable manner.

Problem Solving: Proactive, solutionoriented mindset that anticipates challenges and delivers creative, scalable fixes.

Adaptability: Thrives .