Job Description
Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a deep understanding of HR technology and a proven track record of building and scaling implementation organizations? If so, we want to hear from you! arenaflex is seeking a strategic and customer-obsessed Director of Customer Experience to lead our HRIS+ offering, which includes our HRIS and Payroll products. This is a critical leadership role focused on driving high-quality service delivery and continuing to evolve how we support these foundational products as they scale. **About arenaflex** arenaflex is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning – and arenaflex is building the tools to empower those people-centric companies. arenaflex is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line. Since launching in 2016, we have grown to over 5,000+ customers globally, including brands like Loom, Robinhood, and Gusto. **About the Role** We are looking for a strategic, customer-obsessed Director of Customer Experience to lead our HRIS+ offering. This is a critical leadership role focused on driving high-quality service delivery and continuing to evolve how we support these foundational products as they scale. You will own the journey from signed contract to time-to-value for all HRIS+ customers, building the playbooks, processes, and team that deliver a seamless onboarding experience and drive product adoption at scale. This role reports to the SVP of Customer Experience and will partner closely with Product, Engineering, Sales, and Marketing to shape our fastest-growing line of business. **Key Responsibilities** * Lead and grow the team: Hire, coach, and inspire a high-performing group of HRIS and Payroll Implementation Managers and Activation Specialists. * Own the customer journey: Design repeatable, data-driven onboarding programs that reduce time-to-value, accelerate product adoption, and achieve >90% customer satisfaction. * Standardize playbooks: Create scalable frameworks, documentation, and enablement to support customers across segments and regions. * Partner cross-functionally: Surface product feedback, influence roadmap prioritization, and ensure a tight feedback loop with Sales, Product, and Support. * Measure what matters: Establish KPIs for implementation completion, activation rates, CSAT, NPS, and time-to-first-value; build dashboards that provide real-time insights to executives. * Drive continuous improvement: Leverage data and voice-of-customer insights to iterate processes, experiment with new approaches, and optimize resource allocation. * Champion the customer voice: Act as executive sponsor for key HRIS and Payroll accounts and represent customer needs in internal planning forums. **What You'll Bring** * 10+ years in Customer Success, Professional Services, or Implementation for B2B SaaS, with 5+ years leading teams. * Deep domain expertise in HR technology; direct experience implementing an HRIS or Payroll platforms required. * Proven track record of building and scaling implementation organizations for a new product line or business unit. * Demonstrated ability to craft strategy and roll up sleeves to execute in a fast-growing environment. * Data-driven mindset with fluency in common CS tooling (e.g., Gainsight, Salesforce, Looker) and BI dashboards. * Exceptional communication, stakeholder management, and executive presence. **Bonus Points** * Experience supporting global customers across multiple languages and regulatory environments. * HR certifications (e.g., SHRM-SCP, PHR) or change-management expertise. * Familiarity with employee data migrations and integrations (e.g., payroll, ATS, identity providers). **Compensation and Benefits** The estimated annual cash salary for this role is $147,200 - $184,000. This position is also eligible for incentive stock options, subject to the terms of arenaflex's applicable plans. This position is also eligible for variable compensation of $36,800 - $46,000 subject to personal performance, company performance, and the terms of arenaflex's applicable plans. Benefits include medical insurance, dental insurance, vision insurance, life, AD&D, and disability insurance, emergency weather support, wellness apps, paid parental leave, paid time off inclusive of holidays and sick time, commuter and parking accounts, lunches in the office, internet and phone stipend, one-time WFH office set-up stipend, 401(k) retirement plan, financial planning, learning and development budget, sabbatical program, and invest in your people fund. **Why Join arenaflex?** * Work with a talented team of people who are passionate about building cultures where employees and their companies thrive. * Contribute to the growth and development of a people success platform that is making a real impact on businesses and employees around the world. * Enjoy a dynamic and fast-paced work environment that is always pushing the boundaries of innovation and excellence. * Take advantage of a comprehensive benefits package that includes medical insurance, dental insurance, vision insurance, life, AD&D, and disability insurance, emergency weather support, wellness apps, paid parental leave, paid time off inclusive of holidays and sick time, commuter and parking accounts, lunches in the office, internet and phone stipend, one-time WFH office set-up stipend, 401(k) retirement plan, financial planning, learning and development budget, sabbatical program, and invest in your people fund. **How to Apply** If you are a seasoned leader with a passion for delivering exceptional customer experiences and a deep understanding of HR technology, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience. Apply for this job