Strategic Customer Success Manager – B2B & B2C Education Partnerships, USA (Remote/Hybrid)

About arenaflex

arenaflex is a pioneering leader in live online education, having transformed the traditional classroom model into a dynamic, technology‑driven learning ecosystem since 2012. By building the world’s first and largest professional tutoring corps, arenaflex empowers students of all ages to achieve academic excellence across every subject. Our mission is to harness the power of high‑quality educators to create engaging, personalized learning experiences that drive measurable outcomes for learners, families, and corporate partners alike.

Our culture blends the agility of a fast‑growing startup with the stability of an established education provider. We champion diversity, inclusion, and continuous learning, believing that a varied team brings richer perspectives and stronger solutions. At arenaflex, every employee is encouraged to innovate, collaborate, and grow—both personally and professionally.

Position Overview

arenaflex is seeking a dynamic, results‑driven Customer Success Manager to own and expand a strategic partnership portfolio (specific partner disclosed after hire). In this role, you will be the trusted advocate for our B2B and B2C clients, ensuring they receive an unparalleled experience that translates into higher conversion rates, increased program adoption, and sustained satisfaction. Your success will be measured by the happiness of our partner clients, the growth of their engagement with arenaflex’s educational solutions, and the overall health of the partnership.

If you thrive on building lasting relationships, love turning data into actionable insights, and are passionate about helping families and organizations achieve their educational goals, this is the opportunity for you.

Key Responsibilities

Client Relationship Management (B2B & B2C)

• Develop and nurture deep, long‑term relationships with partner clients, consistently achieving a high Net Promoter Score (NPS).
• Serve as the primary point of contact for all client inquiries, escalations, and feedback, ensuring timely and effective resolution.
• Deliver proactive support that anticipates client needs and enhances the overall experience for both end‑users and corporate stakeholders.

Conversion Rate Optimization

• Partner with Sales and Marketing teams to design and execute strategies that convert trial users into paying customers.
• Identify friction points in the sales funnel and implement data‑driven improvements to boost conversion metrics.
• Drive program usage and retention by aligning product features with client objectives and promoting best‑practice adoption.

Onboarding & Training

• Lead seamless onboarding experiences that meet or exceed Service Level Agreement (SLA) standards.
• Conduct engaging onboarding sessions and comprehensive training on arenaflex’s suite of educational services.
• Equip clients with the resources, documentation, and knowledge they need to make informed decisions about educational support.

Feedback Collection & Analysis

• Systematically gather client feedback through surveys, interviews, and usage analytics.
• Analyze feedback to uncover trends, pain points, and opportunities for product or service enhancements.
• Collaborate with product and engineering teams to translate insights into actionable roadmap items.

Performance Tracking & Reporting

• Monitor key performance indicators (KPIs) such as conversion rates, churn, usage frequency, and satisfaction scores.
• Produce regular, data‑rich reports that highlight progress, flag risks, and recommend growth strategies.
• Present findings to internal stakeholders and partner leadership to drive alignment and continuous improvement.

Cross‑Functional Collaboration

• Work closely with Education Services, Sales, Marketing, Product, and Engineering to deliver coordinated client success initiatives.
• Partner with the Partnership Manager to ensure all partner requirements are met and expectations exceeded.
• Act as an internal champion for the client, influencing product decisions and service enhancements based on real‑world usage.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Education, or a related discipline.
• Minimum 5 years of proven experience in customer success, account management, or client relations, preferably within the education or SaaS sectors.
• Demonstrated ability to manage both B2B and B2C relationships, delivering measurable outcomes.
• Strong understanding of corporate benefits programs and how educational services integrate into employee wellness initiatives (a plus).
• Exceptional communication, negotiation, and relationship‑building skills, with a talent for influencing senior stakeholders.
• Analytical mindset with proficiency in data analysis tools (e.g., Excel, Tableau, Looker) and the ability to translate metrics into strategic actions.
• Goal‑oriented, self‑motivated, and comfortable thriving in a fast‑paced, high‑growth environment.

Preferred Qualifications & Skills

• Experience with CRM platforms such as Salesforce, HubSpot, or Gainsight.
• Familiarity with learning management systems (LMS) and online tutoring platforms.
• Track record of improving Net Promoter Score (NPS) and reducing churn for enterprise clients.
• Project management certification (PMP, Scrum Master) or experience leading cross‑functional initiatives.
• Passion for education technology and a genuine desire to help learners achieve their full potential.

What You’ll Gain at arenaflex

Career Growth & Learning

• Clear advancement pathways to Senior Customer Success Manager, Team Lead, or Director of Client Success.
• Access to continuous learning resources, including tuition reimbursement, industry conferences, and internal workshops.
• Mentorship from senior leaders who have built successful education technology businesses.

Compensation, Perks & Benefits

• Competitive base salary with performance‑based bonuses tied to client satisfaction and conversion metrics.
• Comprehensive health, dental, and vision plans, including flexible spending accounts.
• Generous paid time off, parental leave, and holiday schedule.
• Remote‑first work model with a stipend for home office setup and optional coworking space access.
• Wellness programs, employee assistance resources, and a vibrant virtual community.

Work Environment & Culture

• A collaborative, inclusive culture that celebrates diverse perspectives and encourages open dialogue.
• Regular team‑building events, virtual coffee chats, and cross‑departmental hackathons.
• Commitment to social impact—arenaflex partners with nonprofit schools and offers pro‑bono tutoring services.
• Transparent leadership that shares company goals, financial performance, and strategic direction.

Application Process

Ready to make a meaningful impact on learners and partners across the United States? Submit your application today and join a purpose‑driven team that’s reshaping the future of education.

Apply Job!

Equal Opportunity Statement

arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, gender, genetic information, national origin, disability, veteran status, age, or any other classification protected by law. We believe that a diverse and inclusive workforce fuels innovation and drives better outcomes for our learners, partners, and employees.