Senior Manager, Customer Intelligence & Automation – Redefine Customer Experience at arenaflex

At arenaflex, we're revolutionizing the way people learn and grow. Our innovative Live + AI platform combines real-time human expertise with cutting-edge generative AI systems, setting a new standard for measurable academic impact at a global scale. We're seeking a highly motivated and strategic Senior Manager, Customer Intelligence & Automation to join our team and help us achieve our mission.

About arenaflex

arenaflex is a pioneering company that's redefining the learning landscape. Our commitment to innovation, customer satisfaction, and employee empowerment has earned us a reputation as a leader in the industry. We're not just building a company – we're creating a community of like-minded individuals who share our passion for learning and growth.

The Role

As a Senior Manager, Customer Intelligence & Automation, you'll have the unique opportunity to build and lead our Customer Intelligence & Automation function from the ground up. This role requires a strong background in customer success and lifecycle management, with the ability to develop and operationalize a customer health score framework. You'll partner closely with cross-functional teams to implement systems and processes that flag early signs of risk and trigger timely interventions.

Key Responsibilities

* Build and own the Customer Intelligence and proactive support strategy and operating model from scratch, including designing the customer health score framework and playbooks for risk-based outreach.

• Monitor customer usage, engagement, and support data to proactively identify at-risk accounts and intervene before cancellation decisions are made.
• Establish scalable processes for onboarding, success planning, and lifecycle communications that drive adoption and satisfaction.
• Serve as the voice of the customer by identifying recurring themes, product friction points, and service gaps, and presenting insights cross-functionally to drive improvements.
• Collaborate cross-functionally with support, product, engineering, marketing, and sales to align on customer retention goals and deliver a seamless experience.
• Use data to continuously refine and improve the customer health score to ensure it accurately reflects satisfaction and churn risk.
• Define and track KPIs that measure customer health, retention, and engagement, sharing progress and insights with leadership.
• In the long term, recruit, coach, and manage a high-performing Customer Success team to scale impact across our customer base.

Qualifications

* 5+ years of experience in customer success, customer retention, customer journey optimization, or churn analysis / risk management, preferably in tech, SaaS, or education.

• Experience building or optimizing a customer health score or proactive retention system.
• Demonstrated ability to lead through influence, especially in cross-functional environments.
• Strong analytical mindset with experience using data to shape strategy and measure impact.
• Excellent communicator and project manager, comfortable presenting to leadership and driving alignment across teams.
• Experience in a high-growth or startup environment with a bias for action.
• Experience with AI-native tools that enhance productivity and speed (Cursor, Make.com, Supabase, Netlify, Claude Code, n8n, Firecrawl, ChatGPT, Grok, Bolt, Vercel, etc.) preferred.
• Intellectual curiosity and the desire to teach yourself AI-native tools required.
• Excited by the opportunity to build something from the ground up and grow into a leadership role.

What We Offer

At arenaflex, we believe in rewarding our employees with competitive compensation, advancement opportunities, and a comprehensive benefits package. Our benefits include:

• Competitive Compensation & Advancement: Market-leading salary paired with clear promotion pathways and equity (RSUs) – become an owner in our success.
• Retirement Made Simple: 401(k) plan with company match and immediate vesting.
• A Remote-First Culture: We embrace flexibility across time zones and working styles to attract top talent and meet learners where they are.
• Flexible Time Off: Recharge on your terms, ensuring maximum productivity.
• Continuous Learning: Access an all-inclusive learning membership for you and your household, including 1:1 tutoring hours, unlimited on-demand classes, and our full suite of learning products and services.
• Supercharge with AI: Leverage cutting-edge AI tools to accelerate your workflow.
• You’re Covered: Medical, dental, vision, life, STD & LTD plans plus strong maternity, paternity, and adoption leaves – numerous options for you and your family.

Join Our Community

If you're driven by impact, energized by ownership, and excited to help shape what's next, you'll thrive at arenaflex. We move fast, think big, and reward those who deliver. This isn't a traditional corporate environment – it's a place to do the most meaningful work of your career.

How to Apply

If you're ready to join a team that's redefining the learning landscape, apply now to become our Senior Manager, Customer Intelligence & Automation. Apply for this job