Experienced Senior Manager, Customer Success | Housing at arenaflex

At arenaflex, we're revolutionizing the way industries fundamental to our lives operate, focusing on housing and healthcare. Our cutting-edge conversational AI technology is designed to tackle the most pressing challenges in these domains, ensuring that our solutions have a lasting impact on society's overall wellbeing. If you're passionate about working on complex problems and driving meaningful change, then arenaflex is the perfect place for you.

About the Role

We're seeking an exceptional Senior Manager of Customer Success to lead and inspire our customer success team while driving exceptional client experiences and outcomes. As a player-coach, you'll combine leadership skills with hands-on account management to ensure success across your team's portfolio. This role requires a willingness to roll up your sleeves, balance strategic oversight with tactical execution, and thrive in a fast-paced, dynamic environment.

Key Responsibilities

As a Senior Manager of Customer Success, you'll be responsible for: ### Leadership & Coaching

• Act as a first-line resource for escalations, providing guidance and resolutions for complex customer scenarios
• Conduct regular coaching sessions and performance evaluations, empowering individual contributors to excel
• Provide constructive feedback to foster team development and accountability

### Customer Success Strategy

• Oversee customer success initiatives within assigned segments, ensuring alignment with company goals
• Monitor trends within customer segments, proactively addressing challenges and identifying opportunities for growth
• Champion the adoption and effective use of tools like Planhat to drive customer insights and performance

### Hands-On Account Management

• Manage a reduced book of business ensuring personal accountability for key accounts
• Collaborate with the team to deliver exceptional results, leading by example in customer relationship management

### Team Enablement & Collaboration

• Partner with cross-functional teams to ensure seamless communication and alignment between customer success, sales, and product teams
• Serve as a key contributor to the development and execution of scalable processes to enhance customer success outcomes

Requirements

To succeed in this role, you'll need:

• Proven leadership experience, ideally in a player-coach role
• Ability to balance strategic decision-making with hands-on involvement in day-to-day activities
• Strong analytical and problem-solving skills, with experience identifying trends and translating them into actionable strategies
• Experience with customer success platforms (e.g., Planhat) and a passion for leveraging technology to enhance processes
• Willingness to "get your hands dirty" and thrive in a fast-paced, dynamic environment
• Experience managing accounts directly and an understanding of customer lifecycle management
• A track record of innovation and driving process improvements within customer success functions
• Skilled in navigating cross-functional relationships within a high-growth SaaS environment
• Excellent written and verbal communication skills
• Strong sense of ownership and eagerness to build new processes
• Ability to communicate candid, constructive feedback with your team
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• Willingness to work in person at our office 4-5 days a week

Why Join arenaflex

At arenaflex, you'll have the opportunity to make a meaningful impact on the industries that shape our lives. As a funded startup, we're scaling rapidly, and you'll be part of writing the playbook for our customer success function. You'll learn from your successes and failures, and our team will be here to support you every step of the way.

Benefits

In addition to the growth and impact you'll have at arenaflex, we offer:

• Competitive salaries
• Equity in the company in the form of stock options
• Medical, Dental, and Vision premiums covered at 100%
• Fully paid parental leave
• Commuter benefits
• 401k benefits
• Monthly fitness stipend
• A collaborative in-office environment with an open floor plan, fully stocked kitchen, and company-paid lunch
• Fun company social events through our arenaflex and the City program
• Unlimited vacation and paid holidays
• We'll cover relocation packages and make the move exciting, not painful!

Job Compensation Range

The salary range for this role is $150,000 - $185,000. arenaflex offers a competitive total rewards package, which includes base salary, equity, a comprehensive benefits & perks package, and bonus depending on the role. Exact compensation is determined based on a number of factors, including experience, skill level, location, and qualifications, which are assessed during the interview process.

Equal Employment Opportunity

arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

At-Will Employment

Please note that employment with arenaflex is on an "at-will" basis, which means that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.

Accommodation Requests

If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected]. Apply to this Job Apply for this job