Experienced Bilingual Customer Success Manager – SaaS Loyalty & CX Platform | Remote, US-Based

About arenaflex

For more than a decade, arenaflex has stood at the forefront of customer loyalty innovation, delivering transformative technology and service solutions that help organizations turn one-time buyers into lifelong advocates. Our comprehensive and scalable Loyalty Experience Platform™ empowers brands across the globe to capture and activate zero- and first-party data, enabling the seamless delivery of value-based, individualized experiences throughout every stage of the customer journey—from initial awareness through purchase, retention, loyalty, and ultimately advocacy.

At arenaflex, we believe that exceptional customer relationships are the foundation of every beloved brand. Our team is made up of smart, driven, and genuinely fun professionals who are passionate about creating meaningful impact for our clients. We move fast, think boldly, and support one another in building solutions that redefine what loyalty can mean in a digital-first world. If you are looking to join a company where your contributions are valued from day one and your career growth is actively supported, arenaflex is the place to do it.

Role Summary

arenaflex is seeking a dedicated and bilingual (English/Spanish) Customer Success Manager to join our growing Customer Experience team. In this role, you will own and manage a portfolio of more than 20 strategic SaaS accounts, serving as the primary trusted advisor to each customer. You will be responsible for driving customer satisfaction, increasing platform engagement, maximizing retention, and identifying growth opportunities—all while helping our customers unlock the full potential of the arenaflex platform.

This is a deep, relationship-driven customer success role—not a sales position and not a customer service call-center role. You will be expected to engage proactively and continuously with your accounts, build long-term partnerships, and provide the strategic guidance and technical leadership that keeps our customers renewing and expanding their use of our platform year after year. If you have a proven track record of SaaS account management, a passion for customer outcomes, and the ability to thrive in a fast-paced, startup-style environment, we want to hear from you.

Key Responsibilities

• Account Ownership: Autonomously manage end-to-end communication with a portfolio of 20+ customers, serving as their primary point of contact and trusted advisor, with the support of a cross-functional team of technical managers, designers, developers, and QA personnel.
• Proactive Engagement & Education: Continuously analyze account performance, identify trends, and educate customers on best-practice strategies that drive platform engagement, increase ROI, and improve overall program health—ultimately resulting in higher retention rates.
• Customer Advocacy: Develop deep expertise in arenaflex products, current features, future enhancements, and integrations with leading eCommerce, ESP (Email Service Provider), and POS platforms, so you can guide customers toward the most impactful solutions.
• Critical Issue Management: Serve as the primary interface to manage and resolve high-stakes, time-sensitive situations, ensuring customers feel supported and confident in the partnership during every interaction.
• Strategic Insights: Provide expert customer feedback and market insights to internal Product Management, Marketing, and Sales teams, helping to inform product innovation and continuous improvement initiatives.
• Growth Identification: Identify opportunities for upsell within existing accounts by understanding customer goals and aligning them with arenaflex capabilities. (Note: a dedicated internal team will lead all upsell conversations and negotiations; your role is to surface and champion the opportunity.)
• Continuous Learning: Stay current on industry trends, competitive offerings, and emerging technologies in loyalty, CX, and SaaS to better serve customers and contribute to arenaflex's market leadership.
• Additional Contributions: Accomplish other tasks and special projects as assigned, contributing broadly to the success of the Customer Experience team and arenaflex as a whole.

Essential Qualifications

• SaaS Account Management Experience: 5+ years of experience in customer-facing account management roles within the software, web development, or customer experience (CX) industry.
• Relationship Building: Demonstrated success in building and maintaining valuable, outcome-based relationships with a diverse customer account base. Experience with e-commerce and enterprise-level accounts is a strong plus.
• Technical Curiosity: A genuine passion for working with leading-edge, web-based technologies, paired with a strong desire to deeply understand arenaflex's benefits, use cases, and technical elements.
• Bilingual Fluency: Full professional fluency in both English and Spanish (written and verbal) is required, as you will engage with a global customer base.
• Self-Motivated & Quick Learner: Must be a proactive, self-directed learner who thrives both independently and as part of a collaborative team in a fast-paced, evolving environment.
• Problem Solving: A natural problem solver who embraces challenges, is comfortable with ambiguity, and can adapt quickly to rapid change.
• Organizational Excellence: Outstanding organizational and multi-tasking skills with the ability to prioritize effectively across a large book of business.
• Dynamic Environment Adaptability: Thrives in a high-growth, startup-style environment where priorities can shift and innovation is constant.
• Team Collaboration: An exceptional team player who understands how to get things done while respecting colleagues, customers, and partners alike.
• Professional Communication: Excellent telephone and email etiquette, with the ability to maintain a polished, professional demeanor in all customer interactions.
• Location: This role is remote, but you must be US-based—preferably on the East Coast—to align working hours with our US and European clients.

Preferred Qualifications

• Direct experience working in the loyalty, marketing automation, or e-commerce space.
• Solid understanding of the SaaS business model, recurring revenue dynamics, and customer lifecycle management.
• Experience with customer success platforms (e.g., Gainsight, ChurnZero), CRM tools (e.g., Salesforce, HubSpot), and data analytics platforms.
• Familiarity with integrations involving eCommerce platforms (Shopify, Magento, BigCommerce), ESPs, and POS systems.
• Background in working with global, multilingual customer bases across multiple time zones.

Skills and Competencies for Success

To excel as a Customer Success Manager at arenaflex, you will draw on a balanced mix of interpersonal, strategic, and technical skills. Above all, you must be a relationship builder who genuinely cares about customer outcomes. You should be highly analytical, able to translate data and platform metrics into actionable customer guidance. Strong written and verbal communication skills are essential, as is the ability to deliver compelling presentations to both technical and executive audiences. You will also need a high degree of emotional intelligence to navigate difficult conversations, manage expectations, and build trust at every level of the customer's organization.

Equally important is your ability to work cross-functionally. You will partner closely with internal teams—Product, Engineering, Marketing, Sales, and Support—to advocate for the customer internally while ensuring the customer's experience with arenaflex remains seamless and high-value.

Career Growth and Learning Opportunities

At arenaflex, we believe that our people are our greatest competitive advantage. As a Customer Success Manager, you will have access to ongoing professional development, including formal training programs, mentorship from seasoned leaders in the loyalty and CX space, and the opportunity to attend industry conferences and events. We encourage career progression and support internal mobility, with many of our leaders having grown their careers from within the Customer Experience team itself. Whether your long-term goals include moving into senior customer success leadership, product management, or strategic account management, arenaflex will invest in your journey.

Work Environment and Company Culture

arenaflex fosters a culture that is entrepreneurial, collaborative, and deeply customer-obsessed. We are a remote-first organization that values outcomes over hours and trusts our team members to do their best work wherever they are most productive. Our culture is built on transparency, mutual respect, and a shared commitment to helping our customers—and each other—succeed. You'll be joining a team that genuinely enjoys working together, celebrates wins big and small, and approaches challenges with curiosity and a solutions-oriented mindset. If you want to work with smart, fun people who are making meaningful contributions to the future of customer loyalty, arenaflex is the place for you.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package designed to attract and retain top talent. Our benefits include:

• An exciting, fast-paced, high-growth company environment where you can make a tangible impact from day one.
• Competitive base salary commensurate with experience and qualifications.
• Comprehensive health, dental, vision, and life insurance coverage.
• Generous paid time off (PTO) policy to support work-life balance.
• 401(k) retirement plan with a company match to help you plan for the future.
• Remote work flexibility with a strong emphasis on results and collaboration.
• Professional development opportunities, including training, certifications, and conference attendance.
• A diverse, inclusive, and supportive team culture that values every voice.

Important Notes for Applicants

• This is not a Sales role. If your background is primarily in sales or business development, we encourage you to explore other opportunities that better match your experience.
• This is not a Customer Service role. We are looking for candidates with deep, ongoing customer engagement experience—those who build and grow long-term relationships rather than simply answer incoming questions.
• Bilingual English/Spanish fluency is required for this position due to the global nature of our client base.

How to Apply

If you are a relationship-driven customer success professional with SaaS experience, a passion for technology, and a desire to make a meaningful impact at a fast-growing company, we would love to hear from you. Join arenaflex and help us shape the future of customer loyalty while building a rewarding career of your own. Apply today and become part of a team that is redefining what it means to deliver exceptional customer experiences around the world.