Experienced Full Stack Director of Customer Experience – HRIS and Payroll

At arenaflex, we're on a mission to build cultures where employees and their companies thrive. As a strategic leader in our Customer Experience team, you'll play a critical role in driving high-quality service delivery and evolving how we support our HRIS+ customers. This is a unique opportunity to join a fast-growing organization and shape the future of our customer experience.

About arenaflex

arenaflex is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement. Since launching in 2016, we have grown to over 5,000+ customers globally, including brands like Loom, Robinhood, and Gusto. Our commitment to equal treatment and opportunity in all aspects of recruitment, selection, and employment is unwavering, and we strive to create an environment free from discrimination, harassment, and retaliation.

What You'll Do

As the Director of Customer Experience for HRIS and Payroll, you'll be responsible for leading and growing a high-performing team of HRIS and Payroll Implementation Managers and Activation Specialists. You'll own the customer journey for our HRIS+ customers, designing repeatable, data-driven onboarding programs that reduce time-to-value, accelerate product adoption, and achieve >90% customer satisfaction. Your key responsibilities will include:

• Lead and grow the team: Hire, coach, and inspire a high-performing group of HRIS and Payroll Implementation Managers and Activation Specialists.
• Own the customer journey: Design repeatable, data-driven onboarding programs that reduce time-to-value, accelerate product adoption, and achieve >90% customer satisfaction.
• Standardize playbooks: Create scalable frameworks, documentation, and enablement to support customers across segments and regions.
• Partner cross-functionally: Surface product feedback, influence roadmap prioritization, and ensure a tight feedback loop with Sales, Product, and Support.
• Measure what matters: Establish KPIs for implementation completion, activation rates, CSAT, NPS, and time-to-first-value; build dashboards that provide real-time insights to executives.
• Drive continuous improvement: Leverage data and voice-of-customer insights to iterate processes, experiment with new approaches, and optimize resource allocation.
• Champion the customer voice: Act as executive sponsor for key HRIS and Payroll accounts and represent customer needs in internal planning forums.

What You'll Bring

To succeed in this role, you'll need to bring the following skills and qualifications:

• 10+ years in Customer Success, Professional Services, or Implementation for B2B SaaS, with 5+ years leading teams.
• Deep domain expertise in HR technology; direct experience implementing an HRIS or Payroll platforms required.
• Proven track record of building and scaling implementation organizations for a new product line or business unit.
• Demonstrated ability to craft strategy and roll up sleeves to execute in a fast-growing environment.
• Data-driven mindset with fluency in common CS tooling (e.g., Gainsight, Salesforce, Looker) and BI dashboards.
• Exceptional communication, stakeholder management, and executive presence.

Bonus Points

While not required, the following skills and qualifications will give you a competitive edge:

• Experience supporting global customers across multiple languages and regulatory environments.
• HR certifications (e.g., SHRM-SCP, PHR) or change-management expertise.
• Familiarity with employee data migrations and integrations (e.g., payroll, ATS, identity providers).

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping you grow and develop your skills. As a Director of Customer Experience, you'll have access to:

• Regular feedback and coaching from your manager and peers.
• Opportunities to attend industry conferences and training sessions.
• A comprehensive onboarding program to help you get up to speed quickly.
• A dynamic and supportive team environment that encourages collaboration and innovation.

Work Environment and Company Culture

arenaflex is a fast-paced and dynamic organization that values innovation, creativity, and teamwork. Our office is located in a vibrant and eclectic neighborhood, with plenty of opportunities for collaboration and socialization. We offer a range of benefits and perks, including:

• Medical insurance; Dental insurance; Vision insurance; Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund.

Compensation and Benefits

The estimated annual cash salary for this role is $147,200 - $184,000. This position is also eligible for incentive stock options, subject to the terms of arenaflex's applicable plans. Additionally, you'll be eligible for variable compensation of $36,800 - $46,000 subject to personal performance, company performance, and the terms of arenaflex's applicable plans.

How to Apply

If you're a strategic leader with a passion for customer experience, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job