Senior Customer Care Manager & Customer Success Lead – Italy (80 % Care / 20 % CSM) – Drive Client Onboarding, First‑Level Support, and Portfolio Growth at arenaflex
About arenaflex
arenaflex is a fast‑growing leader in the digital experience and consent‑management space, empowering thousands of brands across Europe and beyond to build transparent, compliant, and engaging relationships with their audiences. Our mission is to turn complex regulatory and technical challenges into simple, intuitive solutions that enable marketers, product teams, and compliance officers to focus on what matters most – creating value for their customers. As a technology‑driven company with a global footprint, arenaflex blends cutting‑edge product development with a people‑first culture, ensuring that every employee feels valued, heard, and empowered to innovate.
Why Join arenaflex?
At arenaflex, you will be part of a vibrant, collaborative environment where curiosity is celebrated and continuous learning is a core pillar. We invest heavily in professional development, provide access to the latest tools and training, and encourage cross‑functional projects that broaden your skill set. Our inclusive culture embraces diversity of thought, background, and experience, creating a workplace where every voice contributes to shaping the future of digital trust.
Key Responsibilities
Customer Care Responsibilities (80 % of the role)
Onboarding & Portfolio Management
Proactively lead the end‑to‑end onboarding journey for a portfolio of new clients—including Tier 1 accounts—ensuring seamless implementation and rapid deployment of arenaflex solutions.
Design and deliver engaging training sessions, live webinars, and comprehensive FAQ workshops that accelerate client mastery of the platform.
Diagnose client needs, tailor configuration settings, and recommend intelligent workarounds that maximize product adoption and performance.
Anticipate potential obstacles during the rollout phase, develop mitigation plans, and drive timely resolution to keep projects on schedule.
Collaborate closely with Account Executives to gather critical client information and with the Account Management team (CSM and KAM) for a smooth hand‑off into post‑onboarding support.
Oversee project management for complex, multi‑stage implementations, utilizing Gantt charts, RACI matrices, and agile methodologies.
Exercise autonomous decision‑making that aligns with customer expectations and arenaflex’s strategic objectives, demonstrating confidence and accountability for your portfolio.
Level 1 Support
Respond promptly to inbound customer queries submitted via chat, email, or the internal CRM ticketing system, maintaining a high first‑response speed.
Diagnose, troubleshoot, and resolve technical or usage issues, offering tailored recommendations that address root causes.
Escalate complex or high‑impact problems to Level 2 specialists or management, ensuring clear documentation and smooth hand‑off.
Internal Collaboration & Process Improvement
Serve as a product expert for internal teams—including CSMs, KAMs, and AE colleagues—providing guidance and knowledge transfer.
Identify and champion innovative initiatives that enhance the customer experience, shorten Time‑to‑First‑Value, and improve resolution times.
Contribute to continuous‑improvement projects, documenting best practices, creating guides, FAQs, video tutorials, and knowledge‑base articles.
Provide actionable feedback to the Product Management team, ensuring the voice of the customer shapes future roadmap decisions.
Mentor junior team members, sharing expertise and fostering a collaborative learning environment.
Customer Success Management (CSM) Responsibilities (20 % of the role)
Client Relationship Management
Own a portfolio of strategic accounts after the onboarding phase, acting as the primary point of contact for ongoing success.
Build and nurture strong, trust‑based relationships with key stakeholders, understanding their business objectives and aligning arenaflex solutions accordingly.
Address client inquiries, concerns, and feature requests with empathy and professionalism.
Adoption, Satisfaction & Loyalty
Drive high product adoption rates by guiding customers toward expert-level usage, helping them extract measurable value.
Engage customers in arenaflex events, ambassador programs, case studies, and testimonial initiatives that showcase their success.
Proactively identify churn risks, implement retention strategies, and champion renewal processes that protect and grow revenue.
Value Demonstration & Business Review
Prepare and present quarterly business reviews, success metrics, and ROI analyses that illustrate the impact of arenaflex on client KPIs.
Facilitate workshops and strategy sessions that align product capabilities with the customer’s evolving goals.
Portfolio Growth
Spot upsell and cross‑sell opportunities in collaboration with Key Account Managers (KAM) and Account Executives, contributing to overall pipeline growth.
Feedback Loop & Product Advocacy
Collect systematic feedback from clients, translate insights into actionable product enhancements, and act as the customer’s advocate within arenaflex.
Essential Qualifications
Minimum 5 + years of experience in a customer care, support, or customer success role within a SaaS or technology‑focused environment.
Fluency in French, English, and Spanish; proficiency in Italian is highly desirable.
Demonstrated ability to prioritize tasks, organize workflows, and manage multiple projects simultaneously using tools such as RACI, Gantt charts, or similar methodologies.
Exceptional verbal and written communication skills, with the ability to convey technical concepts to non‑technical audiences.
Strong problem‑solving mindset, rigorous attention to detail, and high empathy for customers’ challenges.
Pedagogical talent and patience—skilled at adapting communication style to varied interlocutors and fostering learning.
Availability to work within Paris‑time business hours (09:00‑12:00 and 14:00‑18:00), with flexibility for occasional extended support when needed.
Preferred Qualifications & Technical Skills
Working knowledge of HTML, CSS, JSON, and basic JavaScript, enabling deeper technical troubleshooting.
Experience with CRM and ticketing platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) and familiarity with SaaS analytics tools.
Previous exposure to consent‑management, privacy‑compliance, or digital‑experience products.
Track record of mentoring junior staff and leading internal process‑improvement initiatives.
Core Competencies & Skills for Success
Customer‑Centricity: A genuine passion for delivering exceptional service and turning customers into product champions.
Analytical Thinking: Ability to interpret usage data, spot trends, and translate insights into actionable recommendations.
Collaboration: Comfortable working cross‑functionally with Product, Sales, Marketing, and Engineering teams.
Adaptability: Thrive in a dynamic, fast‑paced environment where priorities can shift quickly.
Ownership: Proactive attitude, taking responsibility for outcomes and continuously seeking ways to add value.
Career Development & Learning Opportunities
arenaflex is committed to your professional growth. As a Senior Customer Care Manager, you will have access to:
Personalized development plans and quarterly one‑on‑one coaching sessions with senior leadership.
Paid certifications in customer experience, project management (PMP, PRINCE2), and technical domains (HTML/CSS, API integrations).
Internal mobility pathways to senior CSM, Product Specialist, or Team Lead roles.
Participation in industry conferences, webinars, and internal “innovation days” where you can pitch ideas that shape future product releases.
Compensation, Benefits & Perks
arenaflex offers a competitive total‑reward package that includes:
Base salary aligned with market benchmarks for senior customer‑care professionals in Europe.
Annual performance‑based bonus tied to customer satisfaction, retention, and portfolio growth metrics.
Comprehensive health insurance (medical, dental, vision) for you and eligible dependents.
Generous paid time off, parental leave, and flexible working arrangements—including hybrid remote options.
Professional development budget, language‑learning subsidies, and access to a vast library of online courses.
Wellness programs, ergonomic home‑office equipment allowance, and regular team‑building events.
Work Environment & Culture at arenaflex
Our offices are located in the heart of Paris, offering bright collaborative spaces, quiet focus pods, and modern meeting rooms equipped with the latest video‑conferencing technology. Remote work is supported with secure VPN access, cloud‑based collaboration tools, and a strong emphasis on results rather than hours logged. The culture at arenaflex is built on transparency, mutual respect, and a shared commitment to making the digital world safer and more user‑friendly.
Recruitment Process
Step 1: Brief introductory call with our Senior Talent Acquisition Manager (approximately 15 minutes) to discuss your background and motivations.
Step 2: Take‑home case study assignment (one week) that mirrors real‑world onboarding challenges you would face at arenaflex.
Step 3: In‑depth interview (about 1 hour) where you present your case study solution to members of the Customer Care team, including the team lead who could become your manager.
Step 4: Final interview with the Customer Success Director (or a senior executive) to explore cultural fit, strategic vision, and next steps (approximately 30 minutes).
How to Apply
If you are ready to take ownership of a high‑impact portfolio, mentor teammates, and shape the future of digital consent management, we invite you to submit your application through our online portal. Please ensure your resume, a concise cover letter, and any supporting documentation are uploaded. Direct outreach to current employees regarding your application will not be responded to; the formal channel is the only way we can guarantee a fair evaluation.
Join arenaflex Today
We are an equal‑opportunity employer that celebrates diversity in all its forms. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Your data will be processed in accordance with GDPR regulations, retained for a maximum of two years, and handled solely by arenaflex’s Human Resources team and authorized recruitment partners.
Take the next step in your career and become a catalyst for customer success at arenaflex. Apply now and help us turn complex compliance challenges into seamless, delightful experiences for users worldwide.
Apply Now
arenaflex is a fast‑growing leader in the digital experience and consent‑management space, empowering thousands of brands across Europe and beyond to build transparent, compliant, and engaging relationships with their audiences. Our mission is to turn complex regulatory and technical challenges into simple, intuitive solutions that enable marketers, product teams, and compliance officers to focus on what matters most – creating value for their customers. As a technology‑driven company with a global footprint, arenaflex blends cutting‑edge product development with a people‑first culture, ensuring that every employee feels valued, heard, and empowered to innovate.
Why Join arenaflex?
At arenaflex, you will be part of a vibrant, collaborative environment where curiosity is celebrated and continuous learning is a core pillar. We invest heavily in professional development, provide access to the latest tools and training, and encourage cross‑functional projects that broaden your skill set. Our inclusive culture embraces diversity of thought, background, and experience, creating a workplace where every voice contributes to shaping the future of digital trust.
Key Responsibilities
Customer Care Responsibilities (80 % of the role)
Onboarding & Portfolio Management
Proactively lead the end‑to‑end onboarding journey for a portfolio of new clients—including Tier 1 accounts—ensuring seamless implementation and rapid deployment of arenaflex solutions.
Design and deliver engaging training sessions, live webinars, and comprehensive FAQ workshops that accelerate client mastery of the platform.
Diagnose client needs, tailor configuration settings, and recommend intelligent workarounds that maximize product adoption and performance.
Anticipate potential obstacles during the rollout phase, develop mitigation plans, and drive timely resolution to keep projects on schedule.
Collaborate closely with Account Executives to gather critical client information and with the Account Management team (CSM and KAM) for a smooth hand‑off into post‑onboarding support.
Oversee project management for complex, multi‑stage implementations, utilizing Gantt charts, RACI matrices, and agile methodologies.
Exercise autonomous decision‑making that aligns with customer expectations and arenaflex’s strategic objectives, demonstrating confidence and accountability for your portfolio.
Level 1 Support
Respond promptly to inbound customer queries submitted via chat, email, or the internal CRM ticketing system, maintaining a high first‑response speed.
Diagnose, troubleshoot, and resolve technical or usage issues, offering tailored recommendations that address root causes.
Escalate complex or high‑impact problems to Level 2 specialists or management, ensuring clear documentation and smooth hand‑off.
Internal Collaboration & Process Improvement
Serve as a product expert for internal teams—including CSMs, KAMs, and AE colleagues—providing guidance and knowledge transfer.
Identify and champion innovative initiatives that enhance the customer experience, shorten Time‑to‑First‑Value, and improve resolution times.
Contribute to continuous‑improvement projects, documenting best practices, creating guides, FAQs, video tutorials, and knowledge‑base articles.
Provide actionable feedback to the Product Management team, ensuring the voice of the customer shapes future roadmap decisions.
Mentor junior team members, sharing expertise and fostering a collaborative learning environment.
Customer Success Management (CSM) Responsibilities (20 % of the role)
Client Relationship Management
Own a portfolio of strategic accounts after the onboarding phase, acting as the primary point of contact for ongoing success.
Build and nurture strong, trust‑based relationships with key stakeholders, understanding their business objectives and aligning arenaflex solutions accordingly.
Address client inquiries, concerns, and feature requests with empathy and professionalism.
Adoption, Satisfaction & Loyalty
Drive high product adoption rates by guiding customers toward expert-level usage, helping them extract measurable value.
Engage customers in arenaflex events, ambassador programs, case studies, and testimonial initiatives that showcase their success.
Proactively identify churn risks, implement retention strategies, and champion renewal processes that protect and grow revenue.
Value Demonstration & Business Review
Prepare and present quarterly business reviews, success metrics, and ROI analyses that illustrate the impact of arenaflex on client KPIs.
Facilitate workshops and strategy sessions that align product capabilities with the customer’s evolving goals.
Portfolio Growth
Spot upsell and cross‑sell opportunities in collaboration with Key Account Managers (KAM) and Account Executives, contributing to overall pipeline growth.
Feedback Loop & Product Advocacy
Collect systematic feedback from clients, translate insights into actionable product enhancements, and act as the customer’s advocate within arenaflex.
Essential Qualifications
Minimum 5 + years of experience in a customer care, support, or customer success role within a SaaS or technology‑focused environment.
Fluency in French, English, and Spanish; proficiency in Italian is highly desirable.
Demonstrated ability to prioritize tasks, organize workflows, and manage multiple projects simultaneously using tools such as RACI, Gantt charts, or similar methodologies.
Exceptional verbal and written communication skills, with the ability to convey technical concepts to non‑technical audiences.
Strong problem‑solving mindset, rigorous attention to detail, and high empathy for customers’ challenges.
Pedagogical talent and patience—skilled at adapting communication style to varied interlocutors and fostering learning.
Availability to work within Paris‑time business hours (09:00‑12:00 and 14:00‑18:00), with flexibility for occasional extended support when needed.
Preferred Qualifications & Technical Skills
Working knowledge of HTML, CSS, JSON, and basic JavaScript, enabling deeper technical troubleshooting.
Experience with CRM and ticketing platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) and familiarity with SaaS analytics tools.
Previous exposure to consent‑management, privacy‑compliance, or digital‑experience products.
Track record of mentoring junior staff and leading internal process‑improvement initiatives.
Core Competencies & Skills for Success
Customer‑Centricity: A genuine passion for delivering exceptional service and turning customers into product champions.
Analytical Thinking: Ability to interpret usage data, spot trends, and translate insights into actionable recommendations.
Collaboration: Comfortable working cross‑functionally with Product, Sales, Marketing, and Engineering teams.
Adaptability: Thrive in a dynamic, fast‑paced environment where priorities can shift quickly.
Ownership: Proactive attitude, taking responsibility for outcomes and continuously seeking ways to add value.
Career Development & Learning Opportunities
arenaflex is committed to your professional growth. As a Senior Customer Care Manager, you will have access to:
Personalized development plans and quarterly one‑on‑one coaching sessions with senior leadership.
Paid certifications in customer experience, project management (PMP, PRINCE2), and technical domains (HTML/CSS, API integrations).
Internal mobility pathways to senior CSM, Product Specialist, or Team Lead roles.
Participation in industry conferences, webinars, and internal “innovation days” where you can pitch ideas that shape future product releases.
Compensation, Benefits & Perks
arenaflex offers a competitive total‑reward package that includes:
Base salary aligned with market benchmarks for senior customer‑care professionals in Europe.
Annual performance‑based bonus tied to customer satisfaction, retention, and portfolio growth metrics.
Comprehensive health insurance (medical, dental, vision) for you and eligible dependents.
Generous paid time off, parental leave, and flexible working arrangements—including hybrid remote options.
Professional development budget, language‑learning subsidies, and access to a vast library of online courses.
Wellness programs, ergonomic home‑office equipment allowance, and regular team‑building events.
Work Environment & Culture at arenaflex
Our offices are located in the heart of Paris, offering bright collaborative spaces, quiet focus pods, and modern meeting rooms equipped with the latest video‑conferencing technology. Remote work is supported with secure VPN access, cloud‑based collaboration tools, and a strong emphasis on results rather than hours logged. The culture at arenaflex is built on transparency, mutual respect, and a shared commitment to making the digital world safer and more user‑friendly.
Recruitment Process
Step 1: Brief introductory call with our Senior Talent Acquisition Manager (approximately 15 minutes) to discuss your background and motivations.
Step 2: Take‑home case study assignment (one week) that mirrors real‑world onboarding challenges you would face at arenaflex.
Step 3: In‑depth interview (about 1 hour) where you present your case study solution to members of the Customer Care team, including the team lead who could become your manager.
Step 4: Final interview with the Customer Success Director (or a senior executive) to explore cultural fit, strategic vision, and next steps (approximately 30 minutes).
How to Apply
If you are ready to take ownership of a high‑impact portfolio, mentor teammates, and shape the future of digital consent management, we invite you to submit your application through our online portal. Please ensure your resume, a concise cover letter, and any supporting documentation are uploaded. Direct outreach to current employees regarding your application will not be responded to; the formal channel is the only way we can guarantee a fair evaluation.
Join arenaflex Today
We are an equal‑opportunity employer that celebrates diversity in all its forms. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Your data will be processed in accordance with GDPR regulations, retained for a maximum of two years, and handled solely by arenaflex’s Human Resources team and authorized recruitment partners.
Take the next step in your career and become a catalyst for customer success at arenaflex. Apply now and help us turn complex compliance challenges into seamless, delightful experiences for users worldwide.
Apply Now