**Manager, Startup Customer Success - AMER**

Join arenaflex, a dynamic and innovative company, as we seek an experienced Manager to lead our Startup Customer Success team in the AMER region. As a key member of our Customer Success organization, you will play a critical role in driving customer satisfaction, retention, and growth. If you're passionate about delivering exceptional customer experiences, scaling effective practices, and fostering a culture of empathy and accountability, we want to hear from you. **About the Role** As the Manager of Startup Customer Success, you will be responsible for leading a team of 10+ Customer Success Managers (CSMs) who support arenaflex's early-stage customers. Our Startup segment is unique, working with fast-moving founders and hiring teams who are often learning both how to use arenaflex and how to build great recruiting habits. Your mission will be to help them do both, through a combination of scalable onboarding, proactive enablement, and thoughtful human touch. **Key Responsibilities** * Lead and coach a team of Startup CSMs who serve customers across onboarding and enablement to deliver great outcomes * Foster team growth through 1:1s, skill-building, and thoughtful feedback * Support team operations and quality assurance for our shared inbox, live customer engagements, and project work * Scale our programmatic success model across the customer journey while maintaining empathy and precision in each customer touchpoint * Collaborate cross-functionally to evolve how arenaflex supports its startup customers * Represent the Startup CS perspective in internal planning around resourcing, tooling, and product roadmap **Role Requirements** * Team Leadership & Coaching: You have experience managing or mentoring CSMs in a scaled or pooled CS model in a SaaS environment. You know how to foster a culture of empathy, accountability, and continuous growth. * Customer Journey Expertise: You understand the customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches. * Customer Success at Scale: You bring a structured approach to scaling what works, but value staying flexible in the face of new needs. You are comfortable balancing 1:many engagement strategies with strong judgment around when dedicated support matters most. * Operational Excellence: You are energized by operations: you care about process quality, internal tools, and smooth execution. * Leading from the Front: You enjoy rolling up your sleeves (e.g. inbox reviews, shadowing, quality checks) to uplevel the team and, when necessary, jumping in to help out yourself. * Data-Driven: You are comfortable using data and metrics to inform decision-making and continually improve the team and customer experience. * Great Communicator: You communicate clearly and with care, especially in fast-moving or ambiguous situations. * Problem-Solving Orientation: You don’t rely on “what worked before.” You’re thoughtful, pragmatic, and eager to find solutions that fit the unique needs of your team and customers. **You'll be a great fit if:** * You take pride in helping others succeed. You find energy in supporting others’ growth through 1:1s, shadowing, and candid feedback. * You think like a builder. You’re excited to improve what exists, create what doesn’t, and iterate quickly without sacrificing quality. * You bring calm to complexity. When things get busy or messy, you bring clarity, structure, and a level head. * You enjoy context switching. From 1:1s to tooling workflows to strategy docs, you thrive in a high-variety environment. * You find joy in systems. You enjoy creating clean processes, clear documentation, and consistent execution. On top of that, you love helping others see it too. * You believe in high standards, delivered kindly. You hold the bar high while leading with empathy, curiosity, and care. * You believe “How we’ve always done it” isn’t good enough. You ask good questions, challenge stale assumptions, and welcome better ways. * You feel ownership over the whole. You see customer success as a team sport. One that includes Product, Support, and beyond. **You might not be a good fit if:** * You prefer direct ownership over customers, rather than managing those who do * You’re more drawn to a traditional 1:1 CS model than a scaled, programmatic one * You’d rather focus exclusively on vision than execution — this role blends both * You prefer an in-person role over a remote one * You thrive in environments where you lead a simple, established product rather than a dynamic, evolving one **Our Philosophy** At arenaflex, we value a strong sense of ownership, principled thinking over experience, and thoughtful communication. We believe in building best-in-class products, offering deep expertise, and supporting our customers with a high level of care. We're committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. **The Interview** Our team and interview process are designed to help you show your best self. We want to get to know you and your career, as well as empower you with insight into our key focus areas. Our interview process includes: * 30-minute Recruiter Interview * 45-minute Hiring Manager Interview * Take-Home Assignment/Presentation * Final Round: + 30-minute Interview with our VP of Customer Success + 30-minute Founder Screen + 30-minute Team Insights + 10-minute Closing questions with Hiring Manager **Benefits** * You’ll get the time to do things the right way; we put a lot of emphasis on high-quality work and avoid quick hacks as much as possible. * You get to sell a product that our prospects & customers are truly excited about. * Competitive compensation is offered. * 10-year exercise window for stock options. * Unlimited PTO with four weeks recommended per year. * Twelve weeks of fully paid family leave in the US. * $100/month education budget with more expensive items (like conferences) covered with manager approval. * Extended health benefits for you and your dependents (subject to availability with our Employer of Record). * Generous equipment, software, and office furniture budget. **Join arenaflex** If you're passionate about delivering exceptional customer experiences, scaling effective practices, and fostering a culture of empathy and accountability, we want to hear from you. Apply now to join our dynamic and innovative team as a Manager of Startup Customer Success in the AMER region. Apply for this job