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

At arenaflex, we're revolutionizing the way companies approach employee benefits and perks. We believe that people are the most valuable asset to any organization, and that traditional one-size-fits-all benefits packages no longer meet the unique needs of today's hybrid and remote-first workforce. With our cutting-edge fintech platform, People teams can design, implement, and track benefits that cater to the diverse needs of their employees. Our mission is to help companies reimagine how they take care of their people. We're committed to creating an inclusive environment that fosters growth, innovation, and exceptional customer experiences. As a Senior Manager of Customer Operations at arenaflex, you'll play a pivotal role in shaping the operational foundation that enables our company to scale efficiently while maintaining our commitment to customer success.

About arenaflex

arenaflex is a rapidly growing fintech company backed by leading investors, including Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. We've raised $35 million in equity capital to date and are poised for continued growth and innovation. Our team is passionate about creating a better future for employees and employers alike, and we're seeking talented professionals to join our mission.

Our Culture

At arenaflex, we value diversity, equity, and inclusion. We're committed to building a team that reflects the diversity of the people we serve, and we're proud to be an equal-opportunity employer. Our culture is collaborative, customer-centric, and focused on operational excellence. We offer a range of benefits and perks that support our employees' well-being and growth, including flexible PTO, no Meeting Wednesdays, and a $250 WFH setup.

The Role

We're seeking an experienced Senior Manager of Customer Operations to lead and develop our customer-facing operational teams, including Implementation Managers, Technical Account Managers, and Operations Program Managers. This role will be responsible for driving operational excellence, ensuring successful customer implementations, streamlining technical setup and ongoing maintenance, and achieving high levels of customer satisfaction and retention.

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
• A range of other benefits and perks that support our employees' well-being and growth

If you're passionate about creating exceptional customer experiences and driving operational excellence, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job