Experienced Manager, Customer Success (Partnerships) – Immigration Industry Expertise

At arenaflex, we're a team of passionate individuals driven by a shared mission to revolutionize the complex, high-stakes U.S. immigration system. As a leader in the family immigration industry, we've aided over 100,000 individuals in their quest for U.S. residency, and we're committed to becoming the default trusted partner for all families and businesses. Our growth-stage technology company is well-capitalized, with a strong foundation of influential venture investors, including Foundry Group, Trilogy Equity Partners, Pioneer Square Labs, Emerson Collective, Two Sigma Ventures, and Jerry Yang. We're seeking an experienced Manager, Customer Success (Partnerships) to join our dynamic team. As a key member of our customer success organization, you'll play a critical role in ensuring our clients receive best-in-class service, driving continuous improvement across the customer journey, and empowering our team to thrive. If you're a customer-obsessed leader with a passion for results, process-building skills, and the ability to collaborate cross-functionally, we want to hear from you.

Your Mission

As the Manager, Customer Success (Partnerships) at arenaflex, your mission is twofold: 1. Deliver Best-in-Class Service: Ensure your team consistently delivers exceptional service to our clients, meeting and exceeding their expectations. 2. Drive Continuous Improvement: Identify opportunities for process improvements, streamline workflows, and implement changes to enhance the client experience. You'll lead and support a team of Project Managers, providing hands-on coaching, structured development, and clear guidance to help them thrive. Your leadership will be key to delivering a seamless, high-quality client experience by balancing daily execution with long-term process improvements. Through proactive oversight and close collaboration with cross-functional teams, you'll help resolve issues quickly, streamline workflows, and ensure client deliverables are completed on time.

What You Will Do

As the Manager, Customer Success (Partnerships), your responsibilities will include:

• Coaching, counseling, and supporting Project Managers (PMs) to ensure they have the skills and knowledge needed to succeed
• Building short, medium, and long-term professional goals for each PM, then empowering them to meet and exceed those goals
• Sharing regular feedback and conducting annual performance reviews to ensure PMs are meeting their goals and developing their skills
• Monitoring team capacity and determining assignments for clients to ensure timely completion of tasks
• Onboarding new team members to ensure a smooth transition and successful integration into the team
• Building out a resource library to document best practices and ensure knowledge sharing across the team
• Serving as an escalation point and tracking key issues for the team, identifying opportunities to proactively minimize those occurrences
• Collaborating with partner attorneys to collect performance and process feedback, incorporating it into onboarding and coaching
• Utilizing queues and reporting tools in our proprietary case management system to ensure all cases are filed on time and collaborating with internal teams and clients to proactively identify cases that have encountered delays or obstacles
• Coordinating with cross-functional managers (attorneys, support, operations) to facilitate a smooth workflow and timely completion of tasks, adhering to internal service level agreements (SLAs) on timely preparation of cases
• Staying updated on product and immigration changes, attending company-organized training sessions and workshops to enhance knowledge and ensure a positive client experience

About You

We're looking for a seasoned leader with:

• 2-3 years of experience managing direct reports
• 2-3 years of immigration experience
• A customer-obsessed mindset, driven by a passion for delivering exceptional service and a great customer experience
• Self-motivation, with a passion for results and a willingness to roll up your sleeves to get the job done
• A combination of customer experience excellence, process-building skills, leadership skills, and the ability to collaborate cross-functionally
• Superior communication skills (written/verbal), project management skills, professional demeanor, and sound judgment
• Comfort with ambiguity and rapidly-changing environments
• Analytical and process-oriented mindset
• A strong drive to prioritize client relationships, experience, and retention while maintaining quality standards and timelines
• Keen attention-to-detail with a sense of ownership in maintaining quality standards
• Proven ability to effectively handle multiple tasks while prioritizing timely adherence to deadlines

Compensation and Benefits

We offer a competitive compensation package, including:

• A starting base salary of $117,000 - $145,000, dependent on experience, qualifications, skills, and abilities
• Equity in arenaflex
• Benefits, including medical, dental, vision, 401K match, life and AD&D insurance, short-term disability insurance, and commuter benefits

Why Join arenaflex?

At arenaflex, we're committed to creating a positive, inclusive work environment that fosters growth, innovation, and collaboration.

We offer

• A dynamic, growth-stage technology company with a strong foundation of influential venture investors
• A team of passionate individuals driven by a shared mission to revolutionize the U.S. immigration system
• Opportunities for professional growth and development, with a focus on customer experience excellence and process improvement
• A collaborative, cross-functional work environment that encourages open communication and teamwork
• A comprehensive benefits package, including medical, dental, vision, 401K match, life and AD&D insurance, short-term disability insurance, and commuter benefits

If you're a customer-obsessed leader with a passion for results, process-building skills, and the ability to collaborate cross-functionally, we want to hear from you. Apply now to join our dynamic team and help shape the future of immigration support at arenaflex. Apply for this job