**Senior Manager, Customer Service – Customer Obsession and Excellence at arenaflex**

At arenaflex, we're revolutionizing the home security industry with our cutting-edge camera-based solutions, empowering homeowners to protect their loved ones and properties with confidence. As a leading provider of innovative security products, we're committed to delivering exceptional customer experiences that exceed expectations. To drive this mission forward, we're seeking an experienced and visionary Senior Manager of Customer Service to join our dynamic Customer Service organization. **About the Role** As the Senior Manager of Customer Success at arenaflex, you'll play a pivotal role in shaping the strategic direction of our Customer Success team, ensuring our customers enjoy a seamless, exceptional experience with our world-class products and services. You'll lead a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence that embodies our customer-obsessed leadership philosophy. **Key Responsibilities** As the Senior Manager of Customer Success, you'll be responsible for: * Spearheading the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction * Collaborating closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience * Identifying opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model * Building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence * Using data-driven insights to make informed decisions and implement proven customer success best practices * Representing the voice of the customer and serving as a strategic partner to key stakeholders * Measuring, achieving, and communicating agreed-upon key performance indicators * Understanding and addressing customer experience outliers in real-time * Leading and inspiring a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership * Collaborating directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows, evolving the customer experience **A Day in the Life** As the Senior Manager of the Customer Success team at arenaflex, your day is filled with strategic responsibilities to ensure exceptional customer experiences. You start your day by reviewing customer service metrics and identifying areas for improvement. You then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you collaborate closely with the Product, Engineering, and other cross-functional teams, advocating for customer needs, providing valuable insights, and influencing the product roadmap to enhance the overall customer experience. You'll streamline processes, optimize resources, and drive continuous improvements, building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence, recognizing achievements, and providing coaching to your team. **About the Team** arenaflex is committed to providing customers with affordable products that protect their home and loved ones. Our Customer Service team delights our customers and improves their experience with our product through outstanding service and customer obsession. The Senior Manager of Customer Success reports directly to arenaflex's Head of Customer Service and leads the Customer Success team within our CS org, ensuring we deliver against our promise of exceptional service. **Basic Qualifications** * 10+ years of experience managing Contact Center Technical support teams for consumer products * 10+ years of experience managing Customer Success teams within a tech company, for consumer products * Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives * Excellent communicator, both verbally and written, with an ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive) * Applied experience with CSAT methodologies (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES * Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc. * Experience with Excel or Tableau at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, macros, etc.) **Preferred Qualifications** * Fluent in Spanish, both written and verbal * Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports * Demonstrated track record of building teams and designing processes to improve customer experience * Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs * Strong leadership skills with the ability to inspire and motivate teams in a fast-paced and dynamic environment **Why Join arenaflex?** * Opportunity to work with a leading provider of innovative home security solutions * Collaborative and dynamic work environment that fosters innovation and excellence * Competitive compensation and benefits package * Professional development opportunities to enhance your skills and career growth * Diverse and inclusive workplace that values and celebrates individuality **How to Apply** If you're a customer-obsessed leader with a passion for driving exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, qualifications, and why you're the ideal candidate for this role. Apply for this job