Head of Customer Delivery (Implementation) – Driving Seamless Payment Solutions at arenaflex

At arenaflex, we're revolutionizing the way businesses process payments and manage payouts. As a full-stack acquirer processor, we empower companies of all sizes with flexible, modern payment solutions that enable seamless transactions, efficient onboarding, and robust security. With billions of dollars processed annually, arenaflex is the go-to partner for SaaS, marketplace, and e-commerce platforms seeking to accept payments, manage payouts, and onboard merchants with ease. Our no-code, low-code, and developer-friendly tools allow businesses to get up and running in hours, not months. arenaflex has raised over $175M, with a strong investor base that includes Acrew Capital, Lightspeed Venture Partners, Leap Global, American Express Ventures, Bain Capital Ventures, Homebrew, Inspired Capital, Sequoia Capital, Visa, and others. We're now seeking an exceptional leader to join our team as the Head of Customer Delivery (Implementation).

About the Role

As the Head of Customer Delivery, you'll lead our growing team of Customer Delivery Managers (CDMs), who own the post-sales implementation experience for arenaflex's customers. Your primary responsibility will be to oversee a high-performing team that drives successful onboarding, solution delivery, and long-term platform adoption. You'll serve as the connective tissue across Sales, Product, Engineering, Risk/Underwriting, and Support, ensuring our customers achieve maximum value from arenaflex.

Key Responsibilities

- Lead and Manage a High-Performing Team: You'll lead a team of Customer Delivery Managers focused on delivering seamless, high-impact post-sale implementations and long-term customer success. - Own Customer Delivery Strategy: You'll own customer delivery strategy, driving standardization and operational excellence across tools, processes, and stakeholder engagement. - Partner Cross-Functionally: You'll partner cross-functionally with Product, Engineering, Risk, Compliance, Support, and Sales to ensure that implementation plans align with arenaflex's product capabilities and customer needs. - Establish Strong Executive Relationships: You'll establish strong executive relationships with customer stakeholders and represent the voice of the customer internally, championing their needs across arenaflex. - Drive Customer Health and Retention Metrics: You'll drive customer health and retention metrics, helping your team surface product insights, navigate complex integration scenarios, and unlock new revenue opportunities. - Forecast and Report on Team and Customer Performance: You'll forecast and report on team and customer performance, ensuring delivery milestones, account health indicators, and business outcomes are consistently met or exceeded. - Mentor and Develop Your Team: You'll mentor and develop your team through coaching, feedback, and performance management, fostering a culture of high performance and continuous improvement. - Contribute to Product Strategy: You'll contribute to product strategy by identifying common implementation friction points and collaborating with Product teams to evolve arenaflex's offerings. - Lead QBRs and Strategic Account Planning Sessions: You'll lead QBRs and strategic account planning sessions with senior customer executives, demonstrating ROI and aligning on growth opportunities.

You Are

- A Proven Team Builder and People Leader: You have a track record of hiring, mentoring, and scaling high-performing post-sales or delivery teams. - Exceptionally Customer-Centric: You're exceptionally customer-centric, with a consultative mindset and deep empathy for the goals and challenges of platform customers. - Energized by Solving Complex Problems: You're energized by solving complex, cross-functional problems, and comfortable navigating ambiguity and change in a scaling environment. - A Strong Strategic Communicator: You're a strong strategic communicator, adept at influencing both internal and external senior stakeholders. - Comfortable with Data-Driven Storytelling: You're comfortable with data-driven storytelling, using metrics and performance insights to guide priorities and communicate impact.

You Have

- 6+ Years of Experience in Post-Sales, Customer Delivery, Implementation, or Account Management: You have 6+ years of experience in post-sales, customer delivery, implementation, or account management, with 2+ years in people management roles. - A Strong Background in Payments, Fintech, or Enterprise SaaS: You have a strong background in payments, fintech, or enterprise SaaS, with a deep understanding of product-led platforms. - Experience Leading Customer Onboarding or Delivery: You have experience leading customer onboarding or delivery for Tier 1 clients, including technical stakeholders and executive sponsors. - A Track Record of Driving Operational Rigor: You have a track record of driving operational rigor, customer satisfaction, and revenue retention through scalable delivery practices. - Experience in Contract Management, Commercial Negotiation, and Customer Expansion Strategies: You have experience in contract management, commercial negotiation, and customer expansion strategies (upsell/cross-sell). - Familiarity with Product Management Principles: You have familiarity with product management principles, and experience contributing to product development or roadmap prioritization based on customer feedback.

Join arenaflex

arenaflex is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.

What We Offer

- Competitive Salary Range: $130,000 - 200,000 OTE/yr + Equity + Benefits - Remote Work Opportunities: We offer remote work opportunities, allowing you to work from anywhere and maintain a healthy work-life balance. - Opportunities for Growth and Development: We're committed to helping you grow and develop your skills, with opportunities for professional growth and advancement. - Collaborative and Dynamic Work Environment: We have a collaborative and dynamic work environment, with a team of talented and passionate individuals who are dedicated to making a difference in the payments industry.

Apply Now

If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Join arenaflex and be part of a team that is shaping the future of payments and fintech. Apply for this job