Experienced Senior Manager of Customer Operations – Customer Success and Operational Excellence

At arenaflex, we're revolutionizing the way companies take care of their people. We believe that every employee deserves a tailored benefits package that meets their unique needs, and we're committed to making that a reality. As a Senior Manager of Customer Operations, you'll play a pivotal role in driving operational excellence, ensuring successful customer implementations, and achieving high levels of customer satisfaction and retention.

About arenaflex

arenaflex is a cutting-edge fintech platform that enables companies to design, implement, and track benefits that meet the unique needs of their workforce. We're backed by leading investors, including Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. With $35 million in equity capital, we're poised for rapid growth and expansion.

Our Mission

Our mission is to help companies reimagine how they take care of their people. We're dedicated to creating a world where every employee has access to benefits that support their well-being, productivity, and fulfillment.

Our Team

We're a dynamic and inclusive team of innovators, thinkers, and doers who are passionate about making a difference in the lives of employees and employers alike. We're committed to creating an environment that values diversity, equity, and inclusion, and we're seeking talented individuals who share our vision.

The Role

As a Senior Manager of Customer Operations, you'll lead and develop a cross-functional team of Implementation Managers, Technical Account Managers, and Operations Program Managers. You'll be responsible for driving operational excellence, ensuring successful customer implementations, and achieving high levels of customer satisfaction and retention. Your leadership will directly impact customer satisfaction, retention, and growth while building a high-performing team that delivers exceptional service consistently.

Key Responsibilities

* Lead, mentor, and develop a cross-functional team of Implementation Managers, Technical Account Managers, and Operations Program Managers.

• Create and implement career development plans for team members to ensure professional growth and high retention.
• Establish clear team and individual performance metrics and conduct regular performance reviews.
• Foster a collaborative, customer-centric culture focused on operational excellence.
• Oversee the end-to-end customer implementation process, ensuring timely and successful launches.
• Develop and refine implementation methodologies and playbooks to drive efficiency and customer satisfaction.
• Collaborate with Sales, Product, and Engineering teams to ensure smooth customer onboarding.
• Identify opportunities to streamline implementation processes and reduce time-to-serve.
• Guide Technical Account Managers in developing strategic relationships with key accounts.
• Ensure proactive identification and resolution of technical issues affecting customer satisfaction.
• Implement strategies to efficiently both avert and address common technical pain points, both pre- and post-launch.
• Develop and maintain escalation procedures for critical customer issues.
• Drive the development and execution of operational initiatives that improve team efficiency and effectiveness.
• Establish KPIs and reporting mechanisms to track operational health.
• Collaborate with the Operations Program Manager to implement process improvements.
• Oversee the creation and maintenance of documentation for operational processes.
• Provide regular reporting on team performance, customer health, and operational metrics to executive leadership.
• Identify trends and insights from customer interactions to inform product and service improvements.
• Contribute to annual planning and budgeting for the Customer Operations function.

Requirements

* 7+ years of experience in customer operations, implementation or technical account management roles.

• 3+ years of people management experience, preferably leading cross-functional teams.
• Proven track record of driving operational excellence in a B2B environment.
• Experience with customer lifecycle management from implementation through expansion.
• Strong understanding of project management methodologies.
• Exceptional communication, presentation, and interpersonal skills.
• Data-driven approach to decision making and process improvement.
• Bachelor's degree or equivalent practical experience.

Preferred Qualifications

* Experience in SaaS or technology companies.

• Background in managing enterprise customer relationships.
• Knowledge of change management principles.
• Experience with scaled implementation methodologies.
• MBA or relevant advanced degree.

Compensation

* Base salary of $140,000 to $170,000 + equity.

• Range(s) is subject to change. arenaflex takes a number of factors into account when determining individual starting pay, including market comparables, interview performance, peer compensation, and years of experience.

What We Offer

* 95% coverage of medical, dental, and vision

• Fantastic benefits, including:

+ $250 WFH setup + $150/month cell phone + internet + $100/month Wellness

• No Meeting Wednesday!
• We offer several team onsites a year
• Flexible PTO
• At arenaflex, we're committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. arenaflex is proud to be an equal-opportunity employer.

How to Apply

If you're a motivated and experienced professional who is passionate about customer success and operational excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply for this job