Customer Education Manager – Remote B2B SaaS Product Training & Customer Success Leadership

• --

About arenaflex

Welcome to arenaflex, where we're transforming the way organizations approach customer success through innovative learning solutions. As a leading B2B SaaS company in the education technology space, we pride ourselves on creating platforms that empower institutions, businesses, and communities to achieve their goals through seamless digital experiences. Our mission centers on delivering exceptional value to every customer, and that commitment begins with ensuring our clients have the knowledge and skills they need to maximize their investment in our platform.

At arenaflex, we believe that outstanding customer education is the cornerstone of lasting client relationships and sustainable business growth. We don't just build products; we build partnerships. Our customer education team plays a pivotal role in bridging the gap between feature availability and customer mastery, ensuring that every user can leverage our platform's full potential to drive meaningful outcomes for their own stakeholders.

We're looking for a passionate and strategic Customer Education Manager who shares our commitment to educational excellence and customer empowerment. This is a remote position that offers the flexibility to work from anywhere while contributing to a collaborative, forward-thinking team that's shaping the future of customer learning in the SaaS industry.

Position Overview

As a vital member of the arenaflex Customer Support and Education team, the Customer Education Manager will be responsible for developing and delivering comprehensive product education and training content that supports the successful adoption and growth of our platform. This role offers an exciting opportunity to shape the future of customer education at a growing SaaS company while making a measurable impact on customer satisfaction and retention.

Working with a deep understanding of the arenaflex customer journey, you will play an influential role in shaping our customer education strategy and will successfully execute concise, impactful training content across multiple channels including one-to-many sessions, self-service resources, and automated learning experiences.

Core Responsibilities

• Content Development and Delivery: Independently design, develop, and deliver various forms of interactive training content that are digestible, engaging, and highly effective. This includes creating professional video tutorials, in-app guided tutorials, live webinars, comprehensive course modules, and documentation that meets the diverse learning preferences of our customer base.
• Knowledge Base Management: Manage and continuously expand arenaflex's Knowledge Base and other channels of self-directed learning. Ensure that content remains current, accurate, and easily accessible while implementing best practices for information architecture and searchability.
• Product Expertise: Become a product expert with a deep understanding of how the arenaflex platform functions across all modules and integrations. Maintain comprehensive knowledge of how customers can best utilize the platform to meet their specific goals and objectives.
• Metrics and Analysis: Demonstrate the efficacy of various customer education initiatives through structured assessments, surveys, feedback collection, and defined success metrics. Use data-driven insights to achieve customer satisfaction and engagement targets while continuously improving educational content based on measurable outcomes.
• Industry Awareness: Seek and maintain knowledge of the latest trends in training and development, e-learning methodologies, and instructional design. Meaningfully contribute to overall customer education strategy by incorporating innovative approaches that keep arenaflex at the forefront of customer learning experiences.
• Community Engagement: Utilize and contribute content to the arenaflex Admin Community to support education initiatives and foster a collaborative learning environment among our customer base.
• Internal Training Partnership: Work in partnership with the Support team to organize and develop training resources that equip internal teams with the product knowledge necessary to excel in their functions and deliver exceptional customer experiences.
• Cross-Functional Collaboration: Collaborate with Support team members to prioritize education content that reduces customer support ticket backlog and improves overall product adoption rates across the customer base.
• Customer Inquiries: Field inbound customer and internal product queries as needed based on volume, serving as a knowledgeable resource for product-related questions and concerns.

Required Skills and Experience

• Industry Experience: A minimum of 3 years of experience designing and executing customer education content and tactics that align to overall customer success strategies and goals in a B2B SaaS organization. You should have a proven track record of creating educational programs that directly impact customer retention and satisfaction.
• Cross-Functional Partnership: Demonstrated success partnering cross-functionally with Customer Success Managers, Services, Support, Marketing, and Product teams to identify knowledge gaps and inform overall strategy and education roadmap. You should be comfortable navigating organizational dynamics and building consensus among diverse stakeholders.
• Communication Excellence: Exceptional verbal, written, and interpersonal skills including the ability to confidently lead one-to-many training sessions for customers. You should be comfortable presenting to various audience sizes and adapting your communication style to different contexts and learning levels.
• Self-Motivation and Organization: Self-starter who exhibits accountability and strong organizational skills with a proven ability to manage competing projects and priorities. You should be comfortable working independently while maintaining alignment with team objectives and deadlines.
• Customer-Facing Experience: Experience in customer-facing roles in B2B organizations is preferred. You should understand the unique dynamics of building relationships with business clients and helping them achieve their goals.
• Technical Proficiency: Experience with Learning Management Systems (LMS) or building course material is preferred. Familiarity with e-learning authoring tools and content management systems will be valuable in this role.
• Industry Background: Previous or current arenaflex platform experience and/or background in higher education or ed tech is highly desirable. Understanding the education landscape will help you connect with customers and create relevant, impactful content.

Key Competencies for Success

To thrive in this role at arenaflex, you'll need to demonstrate a unique combination of skills and personal attributes that enable you to excel in customer education:

• Instructional Design Expertise: Strong foundation in instructional design principles with the ability to create engaging, effective learning experiences that drive measurable behavior change and skill acquisition.
• Data Literacy: Comfortable working with analytics and metrics to measure program effectiveness, identify improvement opportunities, and demonstrate ROI to stakeholders.
• Creative Problem-Solving: Ability to identify knowledge gaps and develop innovative solutions that address diverse learning needs across our customer base.
• Adaptability: Thrives in a fast-paced, evolving environment and can pivot quickly when priorities shift or new opportunities emerge.
• Empathy and Customer Focus: Genuine passion for helping others succeed and a deep understanding of customer needs, challenges, and goals.
• Collaborative Spirit: Works effectively across teams and departments, building strong relationships that enhance organizational alignment and customer outcomes.

Career Growth and Development Opportunities

At arenaflex, we invest in the growth and development of our team members. As a Customer Education Manager, you'll have access to numerous opportunities for professional advancement:

• Leadership Pathways: As you demonstrate success in this role, you'll have opportunities to take on expanded responsibilities, mentor other team members, and potentially progress into senior or leadership positions within the customer education function.
• Skill Development: We support continuous learning through access to professional development resources, industry conferences, training programs, and certifications in areas relevant to customer education and success.
• Cross-Functional Exposure: Working closely with Product, Marketing, Support, and Customer Success teams provides valuable exposure to different aspects of the business, broadening your expertise and understanding of SaaS operations.
• Industry Leadership: As part of a growing edtech company, you'll have the opportunity to contribute to industry conversations, participate in thought leadership initiatives, and help shape best practices in customer education.

Work Environment and Culture

arenaflex offers a dynamic, inclusive work environment that values innovation, collaboration, and employee well-being. As a remote team member, you'll enjoy the flexibility to work from your home office while staying connected to your colleagues through modern collaboration tools and regular team interactions.

We believe in fostering a culture where diverse perspectives are welcomed and celebrated. Our team members are encouraged to bring their authentic selves to work, share new ideas, and challenge the status quo. We maintain a strong commitment to work-life balance and understand that happy, healthy team members deliver their best work.

Communication is foundational to our remote culture. We utilize transparent, frequent touchpoints to ensure everyone remains aligned, informed, and empowered to do their best work. You'll have access to the tools and resources needed to succeed, along with supportive colleagues who are invested in your success.

Compensation and Benefits

arenaflex offers a competitive compensation package that recognizes your experience, skills, and contributions. Our comprehensive benefits package includes:

• Competitive salary with performance-based incentives


• Health, dental, and vision insurance coverage


• Flexible paid time off and generous holiday schedule


• Professional development budget for training and education


• Home office setup allowance for remote workers


• Wellness programs and employee assistance resources


• Retirement savings plan with company matching

Why Join arenaflex?

When you join arenaflex, you become part of a team that's passionate about transforming education and empowering customers to achieve their full potential. We're not just building software; we're creating meaningful experiences that help organizations succeed and individuals grow.

Our commitment to diversity, equity, and inclusion is woven into everything we do. We don't just accept differences – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. arenaflex is proud to be an equal opportunity workplace, and we're committed to creating an inclusive environment where all employees can flourish.

If you're ready to make a meaningful impact in customer education while growing your career with a supportive, innovative team, we encourage you to apply. Bring your passion for teaching, your expertise in learning design, and your commitment to customer success – and help us shape the future of customer education at arenaflex.

How to Apply

If you're excited about this opportunity and believe you have the skills and experience to thrive in this role, we'd love to hear from you. Please submit your application, and our team will review your qualifications and get in touch if your background aligns with what we're looking for.

At arenaflex, we believe that great education transforms lives, and we're looking for someone who shares that belief to join our mission.