**Experienced Senior Customer Success Operations Manager – Scale Customer Success Programs and Drive Business Growth**
Are you a seasoned Customer Success Operations Manager with a passion for building and executing scalable programs that drive business growth? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we want to hear from you!
At arenaflex, we're on a mission to revolutionize the way companies build products by making user insights available at the speed of product development. As a Senior Customer Success Operations Manager, you'll play a critical role in helping us scale our customer base and drive growth in our Commercial (SMB) customer segment.
**About arenaflex**
arenaflex is a Series B-funded startup that's changing the game in product research. With a fully remote team working across 35+ countries, we're backed by some of the world's best funds and are committed to building an equitable, inclusive, and authentic workspace. We believe that companies that win are incorporating user insights at every stage of product development, and we're leading the charge.
**The Role**
As a Senior Customer Success Operations Manager, you'll be responsible for building and executing scalable programs that drive business growth and customer success. You'll work closely with our Manager of CS Programs to design and execute end-to-end digital customer journeys for our Commercial account segment, and partner with our Customer Success Managers to identify ways to improve efficiency and consistency across the CSM team.
**Key Responsibilities**
* Work closely with the Manager, Customer Success Scale Programs to co-design the Customer Success journey and build automated customer touchpoints, including emails and webinars
* Own CS tooling administration, which includes creating dashboards, alerts, and playbooks to create account health visibility and scale CSM efforts
* Create and maintain customer-facing documents related to onboarding, CBRs, renewals, and success planning to increase CSM efficiency and consistency
* Collaborate with the business operations team to track indicators of risk, renewal, and upsell and analyze data to provide recommendations
* Maintain data hygiene in CS tooling and ensure data alignment across go-to-market toolset
**What You'll Need**
* 3+ years of experience as a CS Ops Manager or Programs Manager, with a proven track record of building and executing scalable programs that drive business growth
* Strong data skills and familiarity with tools like Omni, Looker, Salesforce, and Excel or similar
* Experience as the Admin of a Customer Success tool like ChurnZero, Gainsight, or similar
* Familiarity with CS strategies that will inform how you develop playbooks and other relevant assets for various customer segments
* Ability to collaborate well cross-functionally to support the CS team and complement business operations
**Bonus Points**
* Previous experience with the UX Research persona
* Familiarity with SQL
**Why Join arenaflex?**
* Early-stage startup with less than 150 team members, where you'll have the unique opportunity to directly impact success and help shape the future of arenaflex
* Market disruption: we believe that the way companies build products is fundamentally broken, and we're leading the charge to change it
* Product-market Fit: we're used by 100,000+ brands across 4,000 companies, from SMB to enterprises, and in the last fiscal year, we saw 6.5M questions answered, supporting 25K decisions
**Benefits**
* Health insurance with international coverage, vision, and dental: 100% of the team member premium paid
* Free access to proper mental health care, unlimited virtual therapy sessions (with a human) and 24/7 access to resources
* Life and Disability Insurance, 100% of the team member premium paid
* Flexible time off
* Meaningful equity
* Company retreats, fully paid for by arenaflex
* New MacBook (laptop), paid for by arenaflex
* Paid Family leave: 16 weeks for birth or adoptive parents
* $500/month to be used for dependent health insurance coverage
* $1,500 remote work setup fund to ensure you can set up a productive work space
* Flexible work schedule where you manage your own working hours
* Monthly Bonus.ly points that are awarded to others to recognize teamwork, dedication, and helpfulness - points can be cashed out for gift cards and more
* Virtual social engagements randomly throughout the year
* SWAG, we have some really cool swag
* Open, transparent culture that includes virtual: coffee chats, bi-weekly all-hands meetings, and more
**Outreach Notice**
We understand you might be excited about the job you're applying for, but please refrain from reaching out to our current team members on LinkedIn for referrals. Our policy is that referrals can only be provided by team members who personally know the candidate. With the high volume of interest in our roles, contacting our team members who are not involved in recruitment can be overwhelming. Additionally, please avoid submitting support tickets regarding your application, as our support team is not involved in the hiring process. Rest assured, our recruitment team is diligently reviewing all applications and will reach out directly if there is a match.
If you're a motivated and experienced Customer Success Operations Manager who is passionate about building and executing scalable programs that drive business growth, we want to hear from you! Apply now to join the arenaflex team and be part of our mission to revolutionize the way companies build products.
Apply Now
At arenaflex, we're on a mission to revolutionize the way companies build products by making user insights available at the speed of product development. As a Senior Customer Success Operations Manager, you'll play a critical role in helping us scale our customer base and drive growth in our Commercial (SMB) customer segment.
**About arenaflex**
arenaflex is a Series B-funded startup that's changing the game in product research. With a fully remote team working across 35+ countries, we're backed by some of the world's best funds and are committed to building an equitable, inclusive, and authentic workspace. We believe that companies that win are incorporating user insights at every stage of product development, and we're leading the charge.
**The Role**
As a Senior Customer Success Operations Manager, you'll be responsible for building and executing scalable programs that drive business growth and customer success. You'll work closely with our Manager of CS Programs to design and execute end-to-end digital customer journeys for our Commercial account segment, and partner with our Customer Success Managers to identify ways to improve efficiency and consistency across the CSM team.
**Key Responsibilities**
* Work closely with the Manager, Customer Success Scale Programs to co-design the Customer Success journey and build automated customer touchpoints, including emails and webinars
* Own CS tooling administration, which includes creating dashboards, alerts, and playbooks to create account health visibility and scale CSM efforts
* Create and maintain customer-facing documents related to onboarding, CBRs, renewals, and success planning to increase CSM efficiency and consistency
* Collaborate with the business operations team to track indicators of risk, renewal, and upsell and analyze data to provide recommendations
* Maintain data hygiene in CS tooling and ensure data alignment across go-to-market toolset
**What You'll Need**
* 3+ years of experience as a CS Ops Manager or Programs Manager, with a proven track record of building and executing scalable programs that drive business growth
* Strong data skills and familiarity with tools like Omni, Looker, Salesforce, and Excel or similar
* Experience as the Admin of a Customer Success tool like ChurnZero, Gainsight, or similar
* Familiarity with CS strategies that will inform how you develop playbooks and other relevant assets for various customer segments
* Ability to collaborate well cross-functionally to support the CS team and complement business operations
**Bonus Points**
* Previous experience with the UX Research persona
* Familiarity with SQL
**Why Join arenaflex?**
* Early-stage startup with less than 150 team members, where you'll have the unique opportunity to directly impact success and help shape the future of arenaflex
* Market disruption: we believe that the way companies build products is fundamentally broken, and we're leading the charge to change it
* Product-market Fit: we're used by 100,000+ brands across 4,000 companies, from SMB to enterprises, and in the last fiscal year, we saw 6.5M questions answered, supporting 25K decisions
**Benefits**
* Health insurance with international coverage, vision, and dental: 100% of the team member premium paid
* Free access to proper mental health care, unlimited virtual therapy sessions (with a human) and 24/7 access to resources
* Life and Disability Insurance, 100% of the team member premium paid
* Flexible time off
* Meaningful equity
* Company retreats, fully paid for by arenaflex
* New MacBook (laptop), paid for by arenaflex
* Paid Family leave: 16 weeks for birth or adoptive parents
* $500/month to be used for dependent health insurance coverage
* $1,500 remote work setup fund to ensure you can set up a productive work space
* Flexible work schedule where you manage your own working hours
* Monthly Bonus.ly points that are awarded to others to recognize teamwork, dedication, and helpfulness - points can be cashed out for gift cards and more
* Virtual social engagements randomly throughout the year
* SWAG, we have some really cool swag
* Open, transparent culture that includes virtual: coffee chats, bi-weekly all-hands meetings, and more
**Outreach Notice**
We understand you might be excited about the job you're applying for, but please refrain from reaching out to our current team members on LinkedIn for referrals. Our policy is that referrals can only be provided by team members who personally know the candidate. With the high volume of interest in our roles, contacting our team members who are not involved in recruitment can be overwhelming. Additionally, please avoid submitting support tickets regarding your application, as our support team is not involved in the hiring process. Rest assured, our recruitment team is diligently reviewing all applications and will reach out directly if there is a match.
If you're a motivated and experienced Customer Success Operations Manager who is passionate about building and executing scalable programs that drive business growth, we want to hear from you! Apply now to join the arenaflex team and be part of our mission to revolutionize the way companies build products.
Apply Now