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

At arenaflex, we're revolutionizing the way people learn and interact with our cutting-edge Live + AI platform. As a Senior Manager, Customer Intelligence & Automation, you'll play a pivotal role in shaping our customer experience strategy and building a proactive retention system that drives long-term value. If you're a strategic leader with a passion for customer success, data-driven decision-making, and the potential to grow into a leadership role, this is your chance to join a dynamic team and redefine the future of learning.

About arenaflex

arenaflex is a pioneering company that's reimagining the learning landscape with our innovative Live + AI platform. By combining real-time human expertise with proprietary generative-AI systems, we're setting a new standard for measurable academic impact at a global scale. Our team is comprised of technologists and operators who turn ambiguous problems into shipping code, iterate faster than markets move, and compound their advantage with every data point. We're looking for like-minded individuals who share our passion for innovation, customer-centricity, and the potential to make a meaningful impact.

Our Competitive Edge

At arenaflex, we compete on the following principles:

• AI-Native at every level: From our CEO to day-one hires, everyone builds and ships with generative AI. If you're not wielding AI, you're not done.
• Entrepreneurial velocity: Move at founder speed, prototype in hours, and measure in real user outcomes. Slow teams die.
• Free-market rigor: Ideas rise or fall on merit and results – no committees, no politics, no cap on upside.
• Full-stack ownership: You design, build, and run what you ship; accountability is a feature, not a bug.
• Reward for contribution: Pay rises with impact, not years. Outstanding results earn outsized rewards. We evaluate both what you achieve and how you achieve it: living our leadership principles and using AI effectively are formally measured and rewarded.
• Relentless exploration: Push the frontier of generative AI in live learning and – because only the paranoid survive – questioning every legacy assumption along the way.
• Is Apolitical: You stay focused on mission-aligned outcomes, not distractions or unrelated causes.

Your Role

As a Senior Manager, Customer Intelligence & Automation, you'll be responsible for building and owning the Customer Intelligence and Proactive Support strategy and operating model from scratch. This includes designing the customer health score framework and playbooks for risk-based outreach. You'll monitor customer usage, engagement, and support data to proactively identify at-risk accounts and intervene before cancellation decisions are made. You'll also establish scalable processes for onboarding, success planning, and lifecycle communications that drive adoption and satisfaction.

Key Responsibilities:

* Build and own the Customer Intelligence and Proactive Support strategy and operating model from scratch

• Design 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

Unleash Your Potential at arenaflex

At arenaflex, you'll earn your success through meritocracy and exceptional outcomes. Our benefits reward performance and initiative:

• 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.

The Bottom Line

If you're driven by impact, energized by ownership, and excited to help shape what's next, you'll thrive here. 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. Apply for this job