Latin America Contractor – Customer Success Manager – Onboarding, Activation & Retention Specialist at arenaflex

About arenaflex

arenaflex is on a mission to empower small‑business professionals across the Americas to build thriving, profitable companies. In a fragmented $600 billion‑per‑year market where a large percentage of home‑services firms struggle to survive beyond their first five years, arenaflex is creating the essential operational and financial infrastructure that will power the next generation of entrepreneurs. By delivering a modern, cloud‑based platform that streamlines payments, scheduling, and customer relationship management, arenaflex helps contractors, service providers, and small agencies focus on what they do best—delivering great work—while the platform takes care of the back‑office.

Current Impact & Metrics

• $26 M Annual Recurring Revenue (ARR)
• 30%+ Year‑over‑Year Growth
• 12,000+ Contractors Served
• $4 B+ Annual Transaction Volume

The Opportunity

arenaflex is looking for a highly motivated, results‑driven Customer Success Manager (CSM) to join our fast‑growing team as a contractor serving the Latin America region. In this role you will be the trusted guide for new customers during the critical first 60 days of their journey, ensuring they experience a smooth onboarding, achieve early activation milestones, and set the foundation for long‑term partnership and renewal.

The ideal candidate blends a sales‑oriented mindset with a genuine passion for coaching and partnership. You will work hand‑in‑hand with contractors, service businesses, and small enterprises, helping them unlock the full value of arenaflex’s platform while simultaneously driving adoption, retention, and expansion.

Key Responsibilities

1. Proactive Outreach & Engagement

• Initiate contact with new customers on Day 1 to uncover their immediate needs, challenges, and business objectives.
• Maintain a daily cadence of 30+ outbound dials and aim to engage at least 65 accounts per week (≈15 per day) via phone, email, and messaging tools.
• Leverage Salesforce Sales Engagement to log every interaction, ensuring a transparent view of progress for the entire team.
• Build meaningful, trust‑based relationships that position you as the go‑to advisor for each account.

2. Structured Onboarding & Activation

• Guide customers through a clearly defined 60‑day onboarding roadmap, including the 30‑day checklist and key performance benchmarks.
• Conduct live onboarding calls, on‑the‑fly (OTF) sessions, and scheduled training webinars to demonstrate platform features and best practices.
• Prepare customers for each training session by sharing pre‑read materials, setting expectations, and documenting discovery insights for the Customer Experience (CE) team.
• Monitor progress against activation metrics, ensuring customers reach a level of usage that reflects deep integration into their daily workflow.

3. Product Expertise & Recommendation

• Develop a deep understanding of arenaflex’s product suite, enabling you to recommend the right features and add‑ons for each customer’s unique workflow.
• Identify when a product is not a fit and gracefully disqualify it, preserving trust and focusing effort on high‑impact solutions.

4. Issue Resolution & Continuous Support

• Act as the first line of defense for any technical or operational challenges, coordinating with product, engineering, and support teams to deliver timely resolutions.
• Document recurring issues and share insights with internal stakeholders to drive platform improvements.

5. Retention & Renewal Management

• Proactively address early‑stage churn signals by listening to concerns, offering solutions, and reinforcing the value proposition.
• Maintain a pipeline of renewal opportunities, ensuring each account is positioned for a successful contract extension.

6. Data Management & Reporting

• Keep Salesforce and other CRM systems up‑to‑date with accurate records of interactions, milestones, and outcomes.
• Provide weekly and monthly reports on onboarding health, activation rates, and churn risk to leadership.

7. Cross‑Functional Collaboration

• Partner closely with Sales, Customer Support, Product Management, and Marketing to share customer feedback, influence roadmap priorities, and refine onboarding content.
• Participate in regular internal syncs to align on goals, share success stories, and surface obstacles.

Who You Are – Essential Qualifications

• Sales Background: Demonstrated success meeting or exceeding quota in a B2B or SaaS sales environment.
• Customer Success Experience: At least 2 years of hands‑on experience driving adoption, activation, and renewal for a technology‑enabled service.
• Self‑Motivation & Tenacity: Ability to thrive in a fast‑paced, remote setting, taking ownership of your book of business without micromanagement.
• Communication Excellence: Clear, empathetic, and persuasive communication skills in both English and Spanish (or Portuguese) to connect with diverse Latin American customers.
• Problem‑Solving Mindset: Proven ability to diagnose issues, propose actionable solutions, and follow through to resolution.
• Organizational Rigor: Strong attention to detail, with a track record of maintaining meticulous records and delivering accurate reports.
• Adaptability: Comfortable pivoting strategies based on real‑time feedback and evolving business priorities.

Preferred Qualifications & Skills

• Experience with SaaS onboarding tools (e.g., Gainsight, Totango) or CRM platforms beyond Salesforce.
• Familiarity with the home‑services or contractor market in Latin America.
• Background in consulting or account management where you acted as a strategic advisor.
• Certification in Customer Success (e.g., SuccessHACKER, Gainsight) or related fields.
• Ability to conduct virtual product demos and training sessions with confidence.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its team members. As a CSM you will have access to:

• Mentorship from senior leaders who have built high‑performing customer success organizations.
• Quarterly training workshops on advanced negotiation, data‑driven customer health scoring, and emerging SaaS trends.
• Opportunities to transition into senior customer success, account management, or product strategy roles as the company scales.
• Cross‑regional exposure, allowing you to collaborate with teams in North America, Europe, and APAC, broadening your global perspective.

Work Environment & Culture at arenaflex

arenaflex fosters a mission‑driven, values‑based culture where honesty, growth, mutual benefit, and competitive greatness are celebrated daily. Our remote‑first policy means you can work from anywhere in Latin America while staying connected through weekly video stand‑ups, virtual coffee chats, and an inclusive Slack community. We champion diversity, equity, and inclusion, ensuring every voice is heard and every team member has a clear path to impact.

Compensation, Perks & Benefits

• Competitive Pay: Market‑aligned contractor rates with performance‑based bonuses tied to activation and renewal metrics.
• Flexible Remote Work: Choose the location that best supports your lifestyle while enjoying a reliable home‑office stipend.
• Learning & Development: Access to online courses, conference tickets, and internal knowledge‑sharing sessions.
• Health & Wellness: Comprehensive medical coverage options (where applicable) and wellness programs.
• Mission‑Driven Impact: Direct contribution to the success of thousands of small businesses across the Americas.

How to Apply

If you are a proactive, relationship‑focused professional who thrives on helping customers succeed, we want to hear from you. Join arenaflex and become a catalyst for growth in a market that desperately needs innovative financial infrastructure.

Submit your application today and start a rewarding journey where your expertise directly fuels the success of entrepreneurs throughout Latin America.