Senior Manager, Customer Experience – Leading Hybrid Technical Account & Success Teams to Drive Enterprise Value at arenaflex

About arenaflex – Transforming the Way Companies Build Product‑Centric Experiences

arenaflex is a fast‑growing SaaS leader that empowers product teams to understand user behavior, drive adoption, and unlock measurable business outcomes. Founded by product veterans, arenaflex built a platform that combines product analytics, in‑app guidance, and feedback loops into a single, intuitive solution. Our mission is to make software experiences more human, more insightful, and ultimately more valuable for both customers and the organizations that serve them.

Backed by top‑tier investors and a passionate community of users, arenaflex is scaling rapidly while maintaining a culture that prizes curiosity, collaboration, and continuous improvement. If you thrive in an environment where technology meets strategy, and where you can shape the future of customer engagement, you’ll feel right at home here.

Role Overview – Manager, Customer Experience (Hybrid TAM & CSM Team)

As the Manager, Customer Experience at arenaflex, you will lead a high‑performing blend of Technical Account Managers (TAMs) and Customer Success Managers (CSMs). This unique hybrid team is responsible for guiding our most strategic, complex, and high‑value enterprise customers through every stage of their journey—from onboarding and technical enablement to strategic adoption and long‑term growth.

You will be the champion of customer health, product adoption, and value realization, while also serving as a mentor and coach for a diverse group of professionals. Your success will be measured by improvements in Net Promoter Score (NPS), renewal rates, expansion opportunities, and overall customer satisfaction.

Key Responsibilities

• Leadership & Coaching: Inspire, develop, and retain a blended team of up to ten TAMs and CSMs, fostering a culture of accountability, empathy, and continuous learning.
• Strategic Enablement: Design and execute comprehensive engagement models that combine technical depth with strategic guidance, ensuring customers achieve their business objectives on the arenaflex platform.
• Customer Health Management: Drive measurable improvements in customer health scores, product utilization, and business value through data‑driven insights and proactive outreach.
• Cross‑Functional Collaboration: Partner closely with Sales, Services, Product, and Support to align on account strategies, influence renewal and expansion conversations, and remove barriers to success.
• Executive Relationship Building: Establish trusted advisor relationships with senior stakeholders, articulating the strategic value of arenaflex and championing customer advocacy.
• Escalation & Risk Management: Lead the resolution of complex escalations, applying structured problem‑solving techniques and a customer‑first mindset.
• Playbook Development: Create, refine, and institutionalize best‑practice playbooks, SOPs, and knowledge‑sharing mechanisms to ensure consistent delivery excellence across the team.
• Performance Analytics: Monitor and report on key performance indicators (KPIs) such as NPS, renewal rates, expansion revenue, and product adoption metrics.
• Capacity Planning: Conduct resource forecasting and capacity planning to guarantee optimal coverage for the enterprise portfolio while balancing workload equity.
• Culture Champion: Promote a growth mindset, encourage experimentation, and celebrate wins, reinforcing arenaflex’s core values of curiosity, impact, and humility.

Minimum Qualifications

• 5+ years of experience in SaaS customer success, technical account management, or consulting roles, preferably with enterprise‑level customers.
• 2+ years of direct people‑management experience, demonstrating the ability to build and lead high‑performing hybrid teams.
• Proven track record of driving customer health, adoption, and renewal outcomes in complex, multi‑stakeholder environments.
• Hands‑on familiarity with CRM and customer success platforms (e.g., arenaflex, arenaflex, or similar tools).
• Experience in capacity planning, resource allocation, and workload balancing to meet both customer and business objectives.
• Strong strategic thinking skills with the ability to translate long‑term vision into day‑to‑day execution plans.
• Demonstrated ability to coach team members on time management, portfolio prioritization, and outcome‑focused delivery.
• Comfort navigating and resolving high‑stakes escalations, with a calm, data‑driven approach to problem solving.

Preferred Qualifications

• Success leading hybrid TAM/CSM teams or operating at the intersection of technical consulting and customer success.
• Deep experience in enterprise SaaS environments, with a solid understanding of the full customer lifecycle—from onboarding to expansion.
• Exceptional cross‑functional collaboration skills, especially with Sales, Product, and Support leadership.
• Executive presence and polished communication abilities, capable of influencing both internal and external senior stakeholders.
• Analytical mindset with a history of leveraging data to shape strategy, improve performance, and drive business outcomes.
• Familiarity with product analytics, digital adoption tools, or customer engagement platforms is a distinct advantage.

What You’ll Gain – Compensation, Benefits, and Growth Opportunities

Competitive Base Salary: $123,100 – $154,200 USD, plus a performance‑based variable component (approximately 20% of base).

Comprehensive Benefits Package: Medical, dental, vision, life insurance, and a robust retirement plan with employer matching.

Professional Development: Access to continuous learning resources, industry conferences, and internal mentorship programs designed to accelerate your career trajectory.

Flexible Work Arrangements: We support hybrid and remote work models, empowering you to balance personal priorities with professional excellence.

Equity Participation: As a fast‑growing organization, arenaflex offers equity opportunities that align your success with the company’s long‑term growth.

Culture & Community: Join a vibrant, inclusive community where diverse perspectives are celebrated, and every employee is encouraged to bring their whole self to work.

Life at arenaflex – Culture, Values, and Inclusion

arenaflex’s culture is built on three pillars: Curiosity, Impact, and Humility. We believe that great ideas emerge when people feel safe to ask questions, experiment, and share feedback. Our teams are empowered to take ownership, drive meaningful outcomes for customers, and learn from both successes and failures.

We are an equal‑opportunity employer committed to building diverse teams. We actively seek candidates from varied backgrounds, experiences, abilities, and perspectives because we know that inclusive teams deliver better products and stronger business results.

If you require accommodations during the recruitment process, please let us know. arenaflex is dedicated to providing a supportive and accessible experience for all applicants.

How to Apply

Ready to lead a dynamic, hybrid team that shapes the future of customer experience? Submit your application today and become a catalyst for growth at arenaflex. We look forward to learning how your expertise, leadership style, and passion for customer success can drive lasting impact for our enterprise clients.

Apply Now – Join arenaflex