At arenaflex, we're on a mission to revolutionize the way businesses connect with their customers. As a leader in the customer experience software industry, we're committed to empowering companies to build rich, meaningful relationships with their customers. We're now seeking an experienced Director, Customer Success - Onboarding & Adoption to join our team and drive global growth and customer value.
**About arenaflex**
arenaflex is a global leader in customer experience software, empowering businesses to unlock the power of billions of interactions and build meaningful connections with their customers. Our software simplifies the complexity of business, making it easy for companies and customers to create connections. With a strong focus on innovation, customer satisfaction, and employee well-being, we're a company that values diversity, equity, and inclusion.
**Job Summary**
We're looking for a seasoned leader to build and scale two critical global functions: Customer Onboarding & Targeted Adoption. As a Director, Customer Success - Onboarding & Adoption, you'll be responsible for leading the development, launch, scale, and execution of both teams, including hiring, operations, process, and execution. This role requires strong leadership, collaboration, and stakeholder management across Sales, Product, Marketing, Digital, and more.
**Key Responsibilities**
* Build and lead a global onboarding team focused on lower ARR cohorts, delivering high-volume, structured engagements to drive early value and successful go-lives
* Stand up a targeted adoption team of experienced CSMs who operate across accounts within regions, diving into complex product adoption scenarios when deeper engagement is required
* Define onboarding experiences by segment, including webinar and digital-led models, 1:1 onboarding sessions, and strong handoff and integration processes
* Align onboarding and adoption engagements to customer objectives, plan types, and lifecycle stages
* Partner with Sales, Product, Marketing, Digital, and Analytics teams to position resources correctly and integrate with existing onboarding flows and content
* Drive tooling and workflow decisions for team assignment, scheduling, and engagement tracking
* Ensure both teams are measurable, scalable, and outcomes-driven, with clear KPIs tied to customer activation and adoption
**What You Bring**
* 12+ years of professional experience in a GTM and/or Success function
* 5+ years of people leadership experience, ideally including experience as a 2nd-line leader or leader of leaders (leading a global team ideal)
* Proven success building and scaling Customer Success, Onboarding, or Implementation teams preferably in a SaaS environment
* Strong data fluency and technical aptitude
* Operational strength and comfort driving execution in fast-moving environments
* Experience with tools like Zendesk, Salesforce, Gainsight, Gong, and other platforms
* Strong collaboration and stakeholder management across GTM and Product orgs
* Spanish fluency a plus, but not required
* Willingness to travel quarterly to global sites
**What We Offer**
* Competitive salary range: $209,000.00-$313,000.00 (OTE)
* 70/30 pay mix (base/commission)
* Bonus, benefits, or related incentives (eligible)
* Hybrid work experience, with flexibility to work remotely for part of the week
* Rich onsite experience, packed with connection, collaboration, learning, and celebration
* Opportunities for career growth and learning
* Collaborative and inclusive work environment
* Recognition and rewards for outstanding performance
**Why Join arenaflex?**
* Be part of a global leader in customer experience software
* Drive global growth and customer value
* Collaborate with a talented team of professionals
* Enjoy a competitive salary and benefits package
* Develop your skills and career in a fast-paced and innovative environment
* Contribute to a company that values diversity, equity, and inclusion
**How to Apply**
If you're a seasoned leader with a passion for customer success, onboarding, and adoption, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!
**Note:** arenaflex is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace. Individuals seeking employment and employees at arenaflex are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.