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About arenaflex
arenaflex is a fast‑growing SaaS platform that empowers organizations of all sizes to create, deliver, and measure engaging e‑learning experiences. With a focus on knowledge‑sharing, continuous development, and data‑driven outcomes, arenaflex serves a vibrant community of Learning & Development teams, training providers, consultants, startups, and professional associations across Europe and beyond. Our mission is to make high‑impact learning accessible, measurable, and enjoyable for every learner.
Our culture is built on curiosity, collaboration, and a relentless drive to turn customer feedback into product innovation. We celebrate diverse backgrounds, encourage bold experimentation, and provide a supportive environment where every voice can influence the direction of our product and the success of our customers.
Why Join arenaflex?
- Impact at scale: Work directly with hundreds of professionals who rely on arenaflex every day to develop their teams, and watch your initiatives translate into measurable retention and growth.
- Shape the future of Customer Success: As a pivotal member of our expanding Success organization, you will design and own the processes that fuel our SMB retention strategy.
- Cross‑functional collaboration: Partner daily with Product, Sales, Care, Data, and Marketing to ensure a seamless, 100 % digital experience for our clients.
- Growth mindset environment: Continuous learning is embedded in our DNA – from internal workshops to external conferences, we invest in your professional development.
Our Customer Success Team
The Customer Success organization at arenaflex is split into two focused units that together deliver end‑to‑end client value:
- Customer Success Management (CSM): A tight‑knit group of four dedicated CSMs who own the strategic relationship with SMB accounts.
- Care: A three‑person team responsible for responsive, tactical support and issue resolution.
Role Overview – Customer Success & Operations Manager
In this role you will be the architect of scalable customer engagement processes for SMB clients generating roughly €1 M in annual recurring revenue (ARR). Your blend of strategic thinking, operational discipline, and customer‑centric empathy will drive higher retention, deeper product adoption, and an overall superior experience for our customers.
Core Responsibilities
1. Customer Success Strategy & Process Optimization
- Design, document, and continuously refine scalable engagement playbooks that guide onboarding, adoption, health‑check, and renewal activities.
- Own the end‑to‑end workflow automation using Skalin, Intercom, HubSpot, and Metabase to reduce manual effort and increase data visibility.
- Track key health metrics (Product Usage, Health Score, CSAT, NPS) and build executive dashboards that surface insight to the Revenue & Product teams.
- Collaborate with CSMs, Care, and Product to deliver a 100 % digital support experience tailored to SMB needs.
- Create structured SOPs, templates, and knowledge‑base articles that empower customers to self‑serve effectively.
2. Direct Customer Engagement & Success Delivery
- Manage a portfolio of 100‑300 SMB accounts, acting as the trusted advisor who ensures customers achieve their learning objectives.
- Provide strategic guidance on e‑learning best practices, curriculum design, and analytics to maximize ROI.
- Analyze engagement data (completion rates, time‑to‑value, satisfaction scores) and proactively propose improvement plans.
- Produce compelling written communications — newsletters, email campaigns, and in‑app messaging — that keep clients informed and motivated.
- Partner with Marketing to craft case studies, webinars, and testimonials that showcase customer success and fuel brand awareness.
3. Process & Collaboration Enhancements
- Identify recurring actions across Success and Care, codify them into repeatable processes, and drive adoption across the team.
- Serve as the owner of the Skalin platform, ensuring content relevance, version control, and continuous improvement.
- Work hand‑in‑hand with the Data team to extract insights, build predictive models, and produce executive‑level reports.
- Collect, synthesize, and champion customer feedback to inform the product roadmap and prioritize feature development.
Tools We Use
- CSM & Analytics: Skalin, Intercom, HubSpot, Metabase
- Collaboration & Documentation: Slack, Notion
- Data & Reporting: SQL (basic knowledge a plus), Google Data Studio
Candidate Profile – What You Bring
Must‑Have Skills & Experience
✔️ 3+ years of experience in Customer Success, Process Optimization, or Growth Marketing within a SaaS or e‑learning environment.
✔️ Proven ability to onboard and manage a high volume of SMB clients (100‑300 accounts) while maintaining high satisfaction scores.
✔️ Strong analytical mindset with a passion for uncovering customer behavior patterns and translating them into actionable improvements.
✔️ Demonstrated expertise in workflow automation and tool integration to streamline operations.
✔️ Autonomous, proactive, and comfortable taking ownership of cross‑functional initiatives.
✔️ Excellent written and verbal communication skills in both French and English, with the ability to build lasting relationships.
✔️ Capability to juggle multiple projects, prioritize effectively, and meet tight deadlines.
✔️ Problem‑solving orientation, eager to iterate on processes and create measurable impact.
✔️ Genuine interest in SaaS B2B, AI‑enabled platforms, and the evolving landscape of digital learning.
Nice‑to‑Have Add‑Ons
➕ Basic SQL proficiency for data‑driven decision making.
➕ Experience with customer journey mapping and lifecycle marketing.
➕ History of leading training workshops or instructional webinars for client audiences.
Compensation, Benefits & Perks
Financial Package
- Employment type: Permanent (CDI) with a competitive salary range of €44 k – €55 k, dependent on experience.
- Equity: BSPCE stock options to share in arenaflex’s long‑term success.
- Health coverage: 100 % of employee and child health insurance premiums covered by Alan.
- Meal allowance: Swile card providing €11.96 per working day.
- Transportation: 50 % reimbursement of public‑transport passes.
- Remote‑work allowance: Budget for ergonomic home‑office equipment.
- Cultural stipend: Annual allocation for books, events, and personal development.
- Corporate discounts: Access to partner offers on retail, travel, and entertainment.
Work Organization & Flexibility
- Office location: Paris‑Bagnolet, an eight‑minute walk from Gallieni Metro (Line 3).
- Remote work: Full‑remote option available for French tax residents in time zones close to Paris.
- Monthly gatherings: In‑person meet‑ups at the arenaflex headquarters to foster team cohesion.
- Annual retreat: Off‑site seminars in inspiring locations to celebrate achievements and plan for the future.
Career Growth & Learning Opportunities
At arenaflex, your career path is as dynamic as our product. You will have access to:
- Mentorship from senior leaders in Product, Sales, and Data.
- Sponsored attendance at industry conferences such as DevLearn, Learning Solutions Conference, and SaaStr.
- Internal “skill‑swap” sessions where you can both teach and learn from peers across departments.
- Clear promotion tracks from Manager to Senior Manager, Head of Customer Success, and eventually to Director or VP roles.
Our Inclusive Hiring Philosophy
arenaflex strongly encourages applications from candidates of all backgrounds. If you are passionate about delivering exceptional customer experiences but do not meet every listed requirement, we still want to hear from you. Diversity fuels innovation, and we are committed to building a team that reflects the global community we serve.
Recruitment Process
- Initial video call – a friendly conversation to get to know you and discuss your motivations.
- Business case – a short, realistic scenario that lets us see how you would approach client interactions and process design.
- Second interview – debrief of the case, deeper dive into your experience, and a discussion of employment terms.
- Offer – we’ll present a formal contract and welcome you to the arenaflex family.
Ready to Make an Impact?
If you are excited about shaping the future of customer success for a cutting‑edge learning platform, we invite you to apply today. Join arenaflex and become a catalyst for growth, both for our customers and for your own professional journey.
Availability: Immediate start preferred.
All positions are fully remote‑compatible, provided you reside in France, work within a time zone close to Paris, and have a reliable internet connection.
Apply Now
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