Experienced Customer Engagement Manager – SMB Segment

We are seeking an experienced Customer Engagement Manager to join our Customer Success team at arenaflex, focusing on driving retention and adoption across our large base of small and medium-sized business (SMB) customers. This role is perfect for someone who thrives on managing customers at scale, building automated yet personalized engagement, and helping customers succeed independently.

About arenaflex

arenaflex is a leading global SaaS company that empowers businesses to succeed in today's fast-paced digital landscape. Our innovative solutions have helped thousands of customers worldwide achieve their goals, and we're committed to delivering exceptional customer experiences. As a Customer Engagement Manager, you'll play a key role in reducing churn, increasing product adoption, and improving customer health through proactive, data-driven outreach and customer education.

Key Responsibilities

As a Customer Engagement Manager, you'll be responsible for:

• Designing and executing scaled engagement programs: Develop and implement lifecycle emails, webinars, in-app guides, and other automated yet personalized engagement strategies to drive retention and product adoption.
• Monitoring customer health and product usage: Analyze customer data to identify at-risk accounts and proactively intervene before churn, ensuring timely renewals and flagging potential risks.
• Delivering group onboarding sessions and customer webinars: Create and deliver engaging content to help users get value from our product, improving customer satisfaction and adoption.
• Collaborating with cross-functional teams: Partner with Renewals, Product, and Support teams to amplify customer feedback, improve the overall customer experience, and drive business growth.
• Managing day-to-day interactions with customers: Utilize tools like ChurnZero, Intercom, HubSpot, Canny, Google Sheets, and Salesforce to manage customer interactions, maintain clean CRM records, and build reports on retention performance and customer behavior.
• Tracking key KPIs and reporting insights: Monitor and analyze key metrics, including adoption, customer health, and Net Revenue Retention (NRR), and provide regular insights to inform business decisions.

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

To succeed in this role, you'll need:

• 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
• Fluency 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?

As a Customer Engagement Manager at arenaflex, you'll have the 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 passionate about customer success, have a proven track record of driving engagement and retention, and are looking for a challenging and rewarding role, we'd love to hear from you. Apply now to join our team at arenaflex and help us continue to deliver exceptional customer experiences. Apply for this job