Senior Customer Success Operations Manager – Scale Customer Success Programs and Drive Business Growth
At arenaflex, we're revolutionizing the way companies build products by empowering them to make user insights available at the speed of product development. As a Senior Customer Success Operations Manager, you'll play a key role in helping us scale our customer base and drive business growth. If you're a problem solver with a passion for building and executing on well-designed processes, we want to hear from you.
About arenaflex
arenaflex is a Series B-funded startup building the future of product research for modern teams. We're backed by some of the world's best funds and are a fully remote team working across 35+ countries. Our user research platform empowers any company to build the right products faster by making user insights available at the speed of product development.
The Role
As a Senior Customer Success Operations Manager, you'll be responsible for building and executing on end-to-end digital customer journeys for our Commercial account segment. You'll work closely with the Manager of CS Programs to design and execute on these journeys, and be responsible for monitoring their impact over time. This will enable arenaflex to allocate human effort to high-impact customer touchpoints and drive a high rate of platform adoption and customer retention. You'll also support Customer Success Managers by identifying ways to improve efficiency and consistency across the CSM team. This will involve adapting digital programs to complement CSM's high-touch engagements with customers, as well as building and maintaining customer-facing assets leveraged by CSMs.
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 designing and executing on end-to-end CS Ops programs
- 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: You'll join an 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 the user research market is ripe for disruption. For too long, companies have been forced to choose between rapid development without user insights or investing months into research before bringing products to market. But there's finally a groundswell building around a path forward that eliminates this compromise - and arenaflex is leading the charge.
- Product-market Fit: arenaflex is 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 professional looking to join a dynamic and innovative team, we encourage you to apply for this exciting opportunity. Apply for this job