Job Description
At arenaflex, we're revolutionizing the way people learn and grow. Our innovative Live + AI platform combines real-time human expertise with cutting-edge generative AI systems, setting a new standard for measurable academic impact at a global scale. We're seeking a highly motivated and strategic Senior Manager, Customer Intelligence & Automation to join our team and help us achieve our mission. **About arenaflex** arenaflex is a pioneering company that's redefining the learning landscape. Our commitment to innovation, customer satisfaction, and employee empowerment has earned us a reputation as a leader in the industry. We're not just building a company – we're creating a community of like-minded individuals who share our passion for learning and growth. **The Role** As a Senior Manager, Customer Intelligence & Automation, you'll have the unique opportunity to build and lead our Customer Intelligence & Automation function from the ground up. This role requires a strong background in customer success and lifecycle management, with the ability to develop and operationalize a customer health score framework. You'll partner closely with cross-functional teams to implement systems and processes that flag early signs of risk and trigger timely interventions. **Key Responsibilities** * Build and own the Customer Intelligence and proactive support strategy and operating model from scratch, including designing the customer health score framework and playbooks for risk-based outreach. * Monitor customer usage, engagement, and support data to proactively identify at-risk accounts and intervene before cancellation decisions are made. * Establish scalable processes for onboarding, success planning, and lifecycle communications that drive adoption and satisfaction. * Serve as the voice of the customer by identifying recurring themes, product friction points, and service gaps, and presenting insights cross-functionally to drive improvements. * Collaborate cross-functionally with support, product, engineering, marketing, and sales to align on customer retention goals and deliver a seamless experience. * Use data to continuously refine and improve the customer health score to ensure it accurately reflects satisfaction and churn risk. * Define and track KPIs that measure customer health, retention, and engagement, sharing progress and insights with leadership. * In the long term, recruit, coach, and manage a high-performing Customer Success team to scale impact across our customer base. **Qualifications** * 5+ years of experience in customer success, customer retention, customer journey optimization, or churn analysis / risk management, preferably in tech, SaaS, or education. * Experience building or optimizing a customer health score or proactive retention system. * Demonstrated ability to lead through influence, especially in cross-functional environments. * Strong analytical mindset with experience using data to shape strategy and measure impact. * Excellent communicator and project manager, comfortable presenting to leadership and driving alignment across teams. * Experience in a high-growth or startup environment with a bias for action. * Experience with AI-native tools that enhance productivity and speed (Cursor, Make.com, Supabase, Netlify, Claude Code, n8n, Firecrawl, ChatGPT, Grok, Bolt, Vercel, etc.) preferred. * Intellectual curiosity and the desire to teach yourself AI-native tools required. * Excited by the opportunity to build something from the ground up and grow into a leadership role. **What We Offer** At arenaflex, we believe in rewarding our employees with competitive compensation, advancement opportunities, and a comprehensive benefits package. Our benefits include: * Competitive Compensation & Advancement: Market-leading salary paired with clear promotion pathways and equity (RSUs) – become an owner in our success. * Retirement Made Simple: 401(k) plan with company match and immediate vesting. * A Remote-First Culture: We embrace flexibility across time zones and working styles to attract top talent and meet learners where they are. * Flexible Time Off: Recharge on your terms, ensuring maximum productivity. * Continuous Learning: Access an all-inclusive learning membership for you and your household, including 1:1 tutoring hours, unlimited on-demand classes, and our full suite of learning products and services. * Supercharge with AI: Leverage cutting-edge AI tools to accelerate your workflow. * You’re Covered: Medical, dental, vision, life, STD & LTD plans plus strong maternity, paternity, and adoption leaves – numerous options for you and your family. **Join Our Community** If you're driven by impact, energized by ownership, and excited to help shape what's next, you'll thrive at arenaflex. We move fast, think big, and reward those who deliver. This isn't a traditional corporate environment – it's a place to do the most meaningful work of your career. **How to Apply** If you're ready to join a team that's redefining the learning landscape, apply now to become our Senior Manager, Customer Intelligence & Automation. Apply for this job