Senior Customer Success Manager – Digital Product Development, Technical Customer Experience & Advertising Technology Solutions

About arenaflex

At arenaflex, we believe in the power of human connection—building meaningful relationships one interaction at a time. As a global leader in innovation and customer experience, arenaflex technologists work tirelessly to advance our mission using cutting-edge technology that empowers our partners, customers, and communities worldwide. We are transforming the way people experience digital products, and we're looking for a visionary Senior Customer Success Manager to help us shape the future of advertising and personalization technology.

This is an exciting opportunity to join a dynamic team that designs, builds, and supports a digital ecosystem that elevates the arenaflex brand while growing our business through enhanced human connections, relationships, and experiences. If you're passionate about charming product customers with elegant solutions and engaging digital experiences, arenaflex is the place for you.

Position Overview

We are currently seeking an experienced and technically-minded Senior Customer Success Manager to contribute to arenaflex's continued success by driving the value, convenience, and performance of our Advertising and Personalization Technology solutions. In this role, you will be responsible for managing product planning and development through daily collaboration and decision-making with cross-functional teams, including designers, engineers, business analysts, and subject matter experts.

The ideal candidate will have a strong technical background, exceptional analytical skills, and a genuine passion for delivering outstanding customer experiences. You will translate client needs into technical requirements and product solutions, driving innovative features that delight our users while supporting business objectives.

Key Responsibilities

• Product Leadership: Lead product planning and development through daily collaboration with cross-functional teams including designers, engineers, and business stakeholders. Translate customer experiences into technical requirements and comprehensive product solutions.


• Technical Expertise: Drive technical solutions for large-scale and complex features independently. Demonstrate end-to-end system architecture proficiency and create data flows and functional/technical specifications as needed.


• Requirements Management: Define acceptance criteria for product features and ensure thorough documentation of requirements and acceptance measures per process. Provide guidance to others in the working group.


• Cross-Functional Collaboration: Work closely with developers, engineering, and QA teams to align on feature sizing and delivery planning. Ensure the engineering team has required information on endpoints, data sources, and outcomes.


• Technical Problem-Solving: Resolve technical impediments and coordinate solutions across different technical teams. Identify technical tradeoffs, escalate risks, and manage mitigation in collaboration with adjacent technology teams.


• Communication: Communicate effectively with both technology and business teams independently. Serve as a mentor/tutor to team members on various technical product management skills.


• Performance Metrics: Define product performance and effectiveness metrics that measure and benchmark product success. Monitor feature performance to identify opportunities for continuous improvement.


• Process Optimization: Drive optimization and process improvements between product, design, and development teams. Stay current with new technology capabilities and apply this knowledge to product solutions.


• Roadmap Management: Work with product managers to scope and prioritize upcoming projects into the roadmap. Manage a cross-team digital product roadmap and lead product prioritization sessions.


• Relationship Building: Build strong relationships with key internal engineering, product, and design teams. Lead and manage product prioritization with our business and technology partners.

Required Skills & Competencies

Leadership & Communication

• Demonstrate leadership with confidence, a positive attitude, patience, integrity, and a strong sense of accountability.


• Ability to "read the room"—understanding what is possible and what isn't, and knowing how to navigate situations efficiently and effectively.


• Capacity to engage in difficult conversations that result in positive, meaningful outcomes.


• Ability to effectively navigate complex political environments.


• Seek and provide honest, constructive feedback.


• Team-building leadership with the ability to set expectations and hold individuals and team members accountable to their responsibilities.


• Drive decision-making that favors compromise and alignment over consensus building.


• Excellent written and verbal communication skills.


• Outstanding service skills for all types of engagement.

Technical Proficiency

• Strong understanding of IT program and portfolio management practices.


• Master-level knowledge of standards and practices for IT project and program lifecycle management activities and deliverables.


• Clear understanding of project technical activities, including: (1) solution analysis and design; (2) project, program, and infrastructure architecture; (3) systems integration; (4) data conversion and migration; (5) environment management and build cycles; and (6) deployment planning and execution.


• Proficiency in MS Project (Project Server) and at least one program portfolio management tool, such as MS Project Portfolio Management (PPM).


• Advanced skills in the MS Office Product Suite, particularly Word, Excel, and PowerPoint.

Qualifications & Experience

Education

• Bachelor's degree required; Graduate degree preferred but not required.


• Strong preference for candidates with a degree in Information Systems, Computer Science, Business Administration, or Management.

Experience

• Minimum of six years experience as a project manager, with at least three of those years in an IT or software development setting.


• Demonstrated experience implementing large-scale Enterprise solutions; Oracle experience a plus.


• Strong preference for candidates with Supply Chain systems experience (Procurement, Order Fulfillment, WMS, TMS, Supply/Demand Planning).


• Strong preference for candidates with extensive experience working on complex, integrated platforms.


• Strong preference for candidates with a background in Agile methodologies.


• PMP certification is a plus, but not required.

Compensation & Benefits

At arenaflex, we value our employees and are committed to providing competitive compensation and comprehensive benefits packages. The expected salary range for this position is $20-30 per hour, depending on experience and qualifications. Full-time employees enjoy a range of benefits including:

• Comprehensive health, dental, and vision insurance


• 401(k) retirement plan with company matching


• Paid time off and holidays


• Professional development and career growth opportunities


• Employee assistance programs


• Flexible work arrangements


• Access to cutting-edge technology and tools


• Collaborative and inclusive work environment

Career Growth & Development

At arenaflex, we believe in investing in our employees' growth and development. As a Senior Customer Success Manager, you will have ample opportunities to expand your technical expertise, leadership skills, and industry knowledge. We offer:

• Access to internal training programs and workshops


• Mentorship from senior leaders and industry experts


• Exposure to cutting-edge technologies and innovative projects


• Career advancement pathways within the product management and technical leadership tracks


• Participation in industry conferences and professional events


• Cross-functional project opportunities to broaden your experience

Work Environment & Culture

arenaflex is dedicated to creating a diverse and inclusive workplace that embraces partners with different backgrounds and experiences. We believe this diversity enables us to better meet our mission and values while serving customers throughout our global communities. Our culture is built on:

• Collaboration: Working together across teams to achieve shared goals


• Innovation: Embracing new ideas and creative solutions


• Integrity: Acting with honesty and transparency in all interactions


• Customer Focus: Prioritizing the needs and success of our customers


• Inclusion: Creating a welcoming environment for all employees

We are committed to making reasonable accommodations to enable qualified job applicants with disabilities to participate in the application process and to perform essential job functions. If you require assistance or accommodation, please contact us to discuss your needs.

Join Our Team

Are you ready to take the next step in your career? Are you passionate about delivering exceptional digital experiences and driving product success? We invite you to apply and become part of the arenaflex family.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Qualified candidates with criminal histories will be considered for employment in a manner consistent with all federal, state, and local statutes.

We look forward to receiving your application and exploring how you can contribute to our continued success at arenaflex!