Experienced Customer Success Enablement Manager – Transforming Customer Outcomes through AI-Powered Software

Are you a seasoned professional with a passion for empowering customer-facing teams to deliver exceptional results? Do you thrive in fast-paced environments where innovation and collaboration drive growth? If so, we invite you to join arenaflex, a pioneering company revolutionizing the way organizations approach customer success through AI-powered software. At arenaflex, we're on a mission to rid the world of bad management by empowering middle managers to become exceptional leaders who transform the culture and outcomes of their teams. Our cutting-edge software tools and coaching programs help managers develop the skills they need to succeed, while our hands-on training ensures they're equipped to tackle the most critical challenges. As a Customer Success Enablement Manager at arenaflex, you'll play a vital role in enabling and equipping our Customer Success Managers (CSMs) and Academy Coaches with the skills, tools, and processes they need to deliver consistent, high-value customer experiences. This includes designing onboarding programs, creating lifecycle playbooks, driving tool adoption, and orchestrating the customer journey to ensure every touchpoint builds toward adoption, renewal, and expansion.

About arenaflex

arenaflex is a dynamic and innovative company that's transforming the way organizations approach customer success. Our AI-powered software tools and coaching programs are designed to empower middle managers to become exceptional leaders who drive team results and improve company culture. We're committed to helping our customers succeed, and we're looking for talented professionals like you to join our team.

Key Responsibilities

As a Customer Success Enablement Manager at arenaflex, your key responsibilities will include:

• Onboarding new hires: Build, maintain, and run a repeatable onboarding program for CSMs and Coaches; design certification processes to ensure readiness before taking customer ownership.
• Playbooks & Processes: Develop and update playbooks for onboarding, adoption, renewal, expansion, and churn risk management.
• Tools & Systems Enablement: Build, Train and coach teams on Gainsight, Salesforce, Pendo, and related CS tools; ensure adoption and efficient usage.
• Customer Journey Orchestration: Map the post-sale customer journey, define key touchpoints for CSMs and Coaches, and ensure timing, messaging, and objectives are standardized for a seamless customer experience.
• Skills Development: Deliver targeted training on consultative skills, executive presence, commercial acumen, and lifecycle execution.
• Cross-Functional Alignment: Serve as a bridge between CS and other teams to ensure the voice of the customer is embedded into products, services, and communications.

What Success Looks Like

As a Customer Success Enablement Manager at arenaflex, your success will be measured by the following key performance indicators:

• CSMs and Coaches consistently meet readiness standards within 30 days of hire.
• Customer journey touchpoints are mapped, documented, and executed consistently across the team.
• Increased build out and adoption of operations tools, playbooks, and standard processes.
• Reduced onboarding ramp time for new hires.
• GRR and NRR improve in segments with full enablement program adoption.

Qualifications

To be successful in this role, you'll need to possess the following qualifications:

• 2+ years in Customer Success, Enablement, or related SaaS role (experience in both IC and training/design preferred)
• Strong understanding of SaaS customer lifecycle and customer journey orchestration
• Excellent facilitation, presentation, and communication skills
• Experience building onboarding programs, playbooks, and process documentation
• Proficient in Gainsight, Salesforce, and Pendo
• Highly organized with a bias for action in a fast-paced startup environment

Benefits of Joining our Team

At arenaflex, we offer a range of benefits that will help you grow both personally and professionally. These include:

• AWARD-WINNING CULTURE: We were listed as a Dallas Morning's News Best Places to Work in 2022, 2023, and 2024, # 12 on Will Reed's Top 100 Workplaces, #8 on LinkedIn's Top Startups in Dallas in 2024, and received the "Best Company Values award" throughout all of DFW (Dallas Morning News 2024) because we believe that people deserve to be led and developed, not managed.
• An opportunity to work in a DFW Tech start-up with unlimited growth potential.
• Hybrid work schedule: In office Monday - Thursday; Friday remote.
• We offer PTO, Paid Holidays, Flex Holidays, etc.
• We are committed to developing you as a leader and providing career growth throughout your employment with us.
• We promise to care for you as a person, and have meaningful conversations with you so you have the clarity and support you need to do your best work!

Additional Information

arenaflex is an Equal Opportunity Employer. Our goal is that everyone, regardless of their culture, background, and perspective, has the opportunity to love Mondays as much as Fridays. Thank you again for your time and interest! If you're a motivated and results-driven professional who is passionate about empowering customer-facing teams to deliver exceptional results, we encourage you to apply for this exciting opportunity. Join arenaflex today and be part of a dynamic and innovative company that's transforming the way organizations approach customer success. Apply for this job