Job Description
Are you a relationship builder and change navigator who thrives in dynamic environments? Do you have a passion for helping clients succeed through transitions and driving adoption of new tools and systems? If so, we invite you to join our team at arenaflex as a Technical Customer Success Manager, where you'll play a critical role in guiding higher education institutions through pivotal transitions and building lasting relationships with administrators, faculty, and program leaders. **About arenaflex** arenaflex is a purpose-led company on a mission to create a world served by exceptional professionals. We help schools select, nurture, and graduate the most well-rounded students with technical and social skills, ensuring that when they enter the workplace as physicians, teachers, or any other professional, they are equipped to serve our communities with social intelligence and cultural competency. **The Role You'll Play** As a Technical Customer Success Manager at arenaflex, you'll be at the center of how our partners experience us, not just during implementation, but across their entire journey. You'll join at a pivotal moment: as we transition long-standing partners from One45 to our new arenaflex Platform, the role of the CSM is shifting from project-based implementations toward proactive relationship management, structured account orchestration, and guiding partners confidently through change. **Key Responsibilities** * Guide partners through transitions, from onboarding to platform migrations, with confidence, clarity, and care. * Lead technical implementations of One45 and Platform for new partners, coordinating timelines, configuration, and stakeholder training with support from Technical Consultants. * Build trust-based relationships with administrators, faculty, and program leaders that extend well beyond initial implementation. * Execute the Orchestrated Account Management (OAM) model, ensuring consistent touchpoints, success plans, and documentation throughout the client lifecycle. * Anticipate risks and reduce escalations by surfacing issues early, coordinating resolution, and reinforcing trust in high-stakes moments. * Collaborate with Technical Consultants to uncover true partner needs, co-create solutions, and accelerate time-to-value. * Act as the partner's advocate internally, sharing insights that influence product direction, improve processes, and strengthen the overall partner journey. * Enable adoption and learning, contributing to scalable resources like our new Onboarding Hub and training initiatives that empower partners to succeed independently. * Contribute to team growth by modelling engagement hygiene (touchpoints, notes, follow-ups) and supporting process improvement as our playbooks mature. **Early Success Looks Like** Success in this role isn't about instant wins; it's about building trust, confidence, and momentum with both partners and your team. In your first few months, early success shows up as: * Consistent engagement hygiene, keeping client health data current in ChurnZero, with timely follow-ups and clear documentation of partner touchpoints. * Growing confidence in partner conversations, demonstrating empathy, resourcefulness, and credibility as you build trust. * Smoothly supporting legacy clients while learning our new Platform and contributing to migration efforts. * Proactively surfacing risks and issues rather than waiting for them to escalate. * Visible contributions to playbooks and enablement resources, such as the OAM framework and the new Onboarding Hub. * Collaborating effectively with peers and Technical Consultants, knowing when to ask for support and when to take ownership. **What You'll Help Make Possible** The institutions you'll support are training future doctors, nurses, and health professionals, but behind the scenes, they're wrestling with complex systems, accreditation demands, and the constant need to support learners effectively. With One45, MSPE Builder, and Analytics, we give them the tools to simplify operations, connect data, and see the full story of their learners. As a CSM, you'll help partners unlock that value, guiding them through transitions, building confidence in the tools, and ensuring their outcomes translate into stronger programs and learner success. **What You Bring to the Table** * Retention through Change: You've guided clients through implementations, migrations, or major process changes, building trust during high-risk moments and ensuring they stayed engaged and confident in the partnership. * Driving Adoption & Time-to-Value: You have experience onboarding and training users on new tools or systems, helping them see value quickly and build lasting habits of use. * Reducing Escalations: You know how to spot risks early, surface issues before they grow, and coordinate resolution across internal teams to restore confidence and strengthen relationships. * Building Referral-Worthy Relationships: You've built partnerships strong enough that clients not only renew but recommend your services to others, and you take pride in being a trusted advisor, not just a point of contact. * Supporting Growth: You understand that customer success doesn't stop at service: you've collaborated on renewals, cross-sells, or upsells by surfacing opportunities and connecting client needs to additional value. * Stakeholder Collaboration: You've worked with a range of client stakeholders, from administrators to directors to executives, tailoring your communication and approach to their context and goals. * Project Management with Many Moving Parts: You're confident coordinating complex client projects, managing timelines, and keeping multiple stakeholders aligned without losing sight of details. * Curiosity and Resilience: You thrive in fast-changing environments, quickly learning new tools and processes, and bringing resourcefulness when faced with uncertainty. **How We Support You** * Compensation & Growth: + Fair, transparent salary. The hiring salary for this role is $85,000 - $95,000 CAD, within a broader internal pay band. The final offer will reflect experience, scope, market alignment, and internal equity. + Learning budget. $3,000 annually for professional or personal development. + Long-term value. Access to employee stock options as part of our shared growth. * Flexibility & Well-Being: + Remote-first work. Fully remote within Canada, with up to 6 weeks per year to work internationally. + Generous time off. In addition to statutory holidays, you'll have a two-week company-wide closure in December, self-directed vacation (most take 4–6 weeks), and one Friday off per month from February to November. + Health benefits. Comprehensive coverage from day one for you and any dependents via Equitable Life of Canada and Nivati. + Retirement planning. GRSP matching program with up to 2% salary contribution. * Family & Community: + Parental leave. 16-week top-up beyond EI, no matter your role in growing your family. + People-first culture. A caring, inclusive environment where learning, balance, and belonging are prioritized. **What to Expect From the Process** Whether you apply directly, are referred, or connect with a recruiter or hiring manager, you'll be given equal consideration. Every application is reviewed by a real person, with care and attention to your experience, skills, and motivation, as well as the qualities that help people thrive here. We don't use AI to evaluate applications. If you don't meet baseline requirements (such as Canadian residency and valid work authorization), you may be automatically screened out. During conversations, we may use AI-powered note-taking to support focus and accuracy, but all decisions are made by people. **Our Story & Purpose** We believe everyone has incredible potential. At arenaflex, our mission is to uncover it, nurture it, and help bring it to life. We're a remote-first team of 135+ people who care deeply about our work and about each other. While we collaborate virtually across time zones, we make space for connection through thoughtful rituals, candid conversations, and the occasional in-person meetup when we can. Our core values (caring, curious, and driven) shape how we show up for each other, our partners, and the learners and educators we serve. **Life at arenaflex** We're committed to inclusion and belonging, not just in principle but in practice. Diverse perspectives make us better, more creative, more resilient, and more equipped to solve meaningful problems. Our policies are designed to support equity, flexibility, and well-being. If you're looking for purposeful work, room to grow, and a team that's as thoughtful as it is ambitious, we hope you'll consider bringing your expertise to arenaflex and helping shape the future of higher education. **Apply Now** If you're ready to join a team that's passionate about making a difference in the lives of learners and educators, we invite you to apply for this exciting opportunity. Don't miss out on the chance to be part of a dynamic team that's shaping the future of higher education. Apply for this job