Global Payroll & HRIS Customer Success Manager – Strategic Client Partnerships, Product Advocacy, and Growth Enablement at arenaflex
About arenaflex
arenaflex is on a mission to simplify global employment compliance for modern organizations. By delivering a unified platform that lets businesses of any size recruit, pay, and manage international teams, we empower companies to expand confidently across borders. Our core values—integrity, curiosity, and impact—drive a future‑focused, fully remote work culture that spans six continents. At arenaflex, every team member brings their unique talents, experiences, and cultural perspectives to build the world’s most trusted HR and payroll platform.
Why This Role Matters
As a Payroll (PAY) and HRIS Customer Success Manager on the Global Payroll and HRIS Services Team, you will be a trusted advisor and champion for our customers. You’ll own the end‑to‑end customer journey, nurture long‑term relationships, and collaborate across Product, Engineering, Implementation, Sales, and Operations to continuously improve our payroll and HRIS solutions. Your work will directly influence customer satisfaction, retention, and the evolution of arenaflex’s product suite.
What You’ll Do – Key Responsibilities
- Product Mastery: Develop deep expertise in arenaflex Payroll and HRIS products, staying current on feature releases, compliance updates, and industry trends.
- Customer Journey Ownership: Guide customers from onboarding through expansion, ensuring they achieve measurable success with our payroll services.
- Strategic Relationship Management: Build and sustain long‑term partnerships, acting as the primary point of contact for payroll‑related inquiries and initiatives.
- Retention & Expansion: Drive client retention and identify upsell/cross‑sell opportunities across payroll, EOR, Contractor Management, Talent, Equity, and broader HRIS offerings.
- Feedback Loop: Collect, analyze, and share customer feedback with Product, Sales, Finance, Legal, and Growth teams to shape product enhancements.
- Issue Resolution: Monitor and resolve payroll‑related complaints, escalations, and churn risks, proactively safeguarding account health.
- Education & Enablement: Conduct training sessions, webinars, and product demos to empower customers with best‑practice payroll processes.
- Collaboration with Sales: Align expectations with the Sales team to ensure a seamless handoff and consistent messaging throughout the customer lifecycle.
- Metrics & Reporting: Track usage metrics, health scores, and renewal forecasts, presenting insights to leadership and stakeholders.
What You Bring – Essential Qualifications
- 3+ years of experience in a customer‑facing role (CSM, Account Management, or similar) within the international payroll or HR‑tech space.
- Strong knowledge of global payroll software, compliance regulations, and HRIS integrations.
- Proven track record of onboarding, growing, and retaining enterprise‑level customers.
- Exceptional relationship‑building skills with stakeholders at all organizational levels.
- Demonstrated ability to lead cross‑functional projects, balancing multiple priorities in fast‑paced environments.
- Analytical mindset with experience using usage data to drive retention strategies.
- Excellent written and verbal communication; ability to translate complex concepts into clear, actionable guidance.
- Self‑driven, autonomous, and comfortable taking ownership of initiatives with minimal supervision.
Preferred Qualifications & Additional Skills
- Experience with SaaS payroll platforms, HRIS ecosystems, or global employment services.
- Background in consulting or professional services, especially around compliance or tax advisory.
- Familiarity with CRM and Customer Success tools (e.g., Gainsight, Totango, Salesforce).
- Project management certification (PMP, Scrum) or proven agile methodology experience.
- Multilingual abilities or experience working with multicultural teams.
- Passion for continuous learning and a growth mindset aligned with arenaflex’s culture.
Career Growth & Learning Opportunities
At arenaflex, your career trajectory is shaped by your ambition and the impact you create. You will have access to:
- Mentorship from senior leaders in Product, Engineering, and Global Operations.
- Cross‑departmental project assignments that broaden your expertise beyond Customer Success.
- Leadership development programs designed to prepare you for senior CSM or Product Management roles.
- Generous learning budget for certifications, conferences, and online courses.
- Opportunities to contribute to product roadmaps, influencing the future of global payroll technology.
Work Environment & Culture at arenaflex
arenaflex is a fully remote‑first organization. We operate asynchronously, allowing you to design your day around life, not meetings. Our culture celebrates:
- Flexibility: Choose your working hours and location, supported by a robust async communication framework.
- Inclusivity: Employee Resource Groups (Women, Disability, Queer, Minorities in Tech) foster belonging and advocacy.
- Well‑being: Mental health resources, 16 weeks of paid parental leave, and a supportive work‑life balance philosophy.
- Collaboration: Regular virtual coffee chats, global town halls, and optional in‑person meet‑ups to strengthen team bonds.
- Innovation: We encourage experimentation, data‑driven decision‑making, and the responsible use of AI tools.
Compensation, Perks & Benefits
arenaflex follows a transparent Total Rewards philosophy that ensures fair, unbiased compensation and equity‑aligned pay across all locations. While exact figures vary by region, the base salary range for this full‑time role is £58,700 – £66,000 GBP, adjusted for geographic differentials and individual experience.
Additional benefits include:
- Competitive health, dental, and vision plans.
- Stock options and long‑term incentive programs.
- Home office stipend and IT equipment allowance.
- Flexible paid time off (PTO) and unlimited vacation policy.
- Learning and development budget for courses, certifications, and conferences.
- Budget for local coworking spaces or in‑person social events.
- Access to a global wellness platform offering meditation, counseling, and fitness resources.
Application Process
- Initial conversation with a recruiter to explore fit and motivations.
- Interview with the hiring manager to dive deeper into role expectations.
- Panel interview with future teammates (no managers present) to assess collaboration style.
- Bar Raiser interview focused on problem‑solving and cultural alignment.
- Employment verification and background check.
How to Apply
Ready to shape the future of global payroll? Follow these steps:
- Complete the application form on arenaflex.com/careers/payroll-customer-success-manager and upload your CV in PDF format.
- Submit your application and CV in English—the standard language for all communications at arenaflex.
- If you prefer, you may provide a link to your LinkedIn profile in place of a traditional resume.
Commitment to Diversity & Inclusion
arenaflex actively seeks candidates from all ethnicities, genders, sexual orientations, ages, abilities, and backgrounds. We prioritize a sense of belonging and have four Employee Resource Groups (Women, Disability, Queer, Minorities in Tech) that meet regularly with People Ops. If you need any accommodation during the interview process, please let your recruiter know.
We also collect optional demographic data to help us measure and improve diversity across the organization. Your participation is voluntary and confidential.
Join arenaflex – Define the Future of Work
If you are energetic, curious, and motivated to make a tangible impact on global employment, we want to hear from you. At arenaflex, you’ll be empowered to take ownership, act proactively, and balance life‑work harmony while driving meaningful outcomes for our customers.