Experienced Customer Engagement Manager – SMB Segment at arenaflex

As a Customer Engagement Manager at arenaflex, you will play a pivotal role in driving retention and adoption across our large base of small and medium-sized business (SMB) customers. arenaflex is a leading global SaaS company that prioritizes customer success, and we're looking for a talented professional to join our Customer Success team. If you're passionate about technology, have strong communication skills, and experience supporting SMBs at scale, we'd love to meet you.

About arenaflex

arenaflex is a rapidly growing SaaS company that empowers businesses to succeed in a rapidly changing world. Our innovative solutions help organizations streamline processes, enhance customer experiences, and drive growth. With a strong focus on customer success, we're committed to delivering exceptional value to our customers. Our team is passionate, diverse, and remote-first, and we're excited to welcome a new member who shares our vision.

Key Responsibilities

As a Customer Engagement Manager at arenaflex, you will be responsible for designing and executing scaled engagement programs to drive retention and product adoption across our SMB customer base. Your key responsibilities will include:

• Designing and executing scaled engagement programs, including lifecycle emails, webinars, in-app guides, and 1:1 calls, to drive retention and product adoption.
• Monitoring customer health and product usage to identify at-risk accounts and proactively intervene before churn.
• Delivering group onboarding sessions, customer webinars, and self-service content to help users get value from the product.
• Collaborating with the Renewals team to support timely renewals and flag risks.
• Partnering with Product and Support teams to amplify customer feedback and improve the overall customer experience.
• Collaborating with Marketing to develop webinars, email campaigns, and creative assets.
• Managing day-to-day interactions with customers using tools like ChurnZero, Intercom, HubSpot, Canny, Google Sheets, and Salesforce.
• Maintaining clean CRM records and helping build reports on retention performance and customer behavior.
• Tracking key KPIs, including adoption, customer health, and NRR, and reporting insights regularly.

Success in This Role Means

* Increased feature adoption across SMB accounts

• Measurable improvement in customer health scores
• Higher NRR through reduced churn and better renewal readiness
• Scalable, repeatable engagement programs in place
• Proactive risk identification and resolution

What We’re Looking For

We're looking for a talented professional with the following qualifications and experience:

• 2+ years of experience in Customer Success, Customer Marketing, or Account Management, preferably in a SaaS environment managing SMBs
• Proven experience managing a high volume of customer accounts at scale, ideally through tech-touch or one-to-many programs
• Fluent in English and at least one additional language
• Strong written and verbal communication skills, with the ability to create customer-facing content
• Analytical mindset and experience using customer health, usage, or campaign data to drive actions
• Familiarity with customer engagement tools like ChurnZero, Gainsight, HubSpot, Intercom, or similar
• Based in Spain, Portugal, or Brazil with the ability to work in a fully remote, international environment

Nice to Have

* Experience delivering live webinars or onboarding sessions

• Knowledge of customer lifecycle marketing or scaled CS best practices
• Background in SaaS platforms used by SMBs

Why Join Us?

* Opportunity to work in a growing, global SaaS company with a strong focus on customer success

• Collaborate with a diverse, passionate, and remote-first team
• Make a direct impact on retention and customer satisfaction in a key segment
• Grow your career by owning strategic programs that scale success across thousands of customers
• Benefit from our employee stock option program—everyone on the team has a stake in the company’s success

If you're a motivated and results-driven professional who is passionate about customer success, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job