Senior Customer Success Manager – Digital Product Development, Client Experience & Technical Innovation

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Join arenaflex as a Senior Customer Success Manager

Are you ready to be part of something extraordinary? At arenaflex, we believe in the power of human connection—one interaction at a time, one experience at a time. Our mission is to move and support the human spirit through innovative solutions that bring people together. As a Senior Customer Success Manager at arenaflex, you'll play a pivotal role in shaping how millions of people interact with our digital ecosystem, working at the intersection of technology, creativity, and human connection.

Technology at arenaflex isn't just about systems and code—it's about creating meaningful experiences that resonate with people on a deeply personal level. Our technologists work tirelessly to accomplish this mission using cutting-edge innovation delivered to our partners, customers, stores, roasters, and global networks. We design, build, and support a digital environment that elevates the arenaflex brand and grows our business by enhancing human relationships, connections, and experiences.

About This Role

This position contributes to arenaflex's success by driving the fundamental value, convenience, and performance of Marketing and Personalization Technology. We're looking for a Senior Customer Success Manager who possesses significant technical acumen and experience, coupled with a passion for delighting product customers with elegant solutions and engaging digital experiences.

You'll be responsible for managing product planning and development through daily collaboration and decision-making with cross-functional teams including designers, engineers, developers, and business or subject matter experts. Your technical expertise will be crucial as you translate customer experiences into technical requirements and product solutions that make a real impact.

Key Responsibilities

As a Senior Customer Success Manager at arenaflex, you will:

• Lead Product Development – Manage product planning and development through everyday collaboration and decision-making with cross-functional teams including designers, engineers, developers, and business or subject matter experts


• Translate Requirements – Convert customer experiences into technical requirements and innovative product solutions that meet real business needs


• Drive Technical Solutions – Lead technical solutions for large, complex features independently, demonstrating end-to-end system architecture expertise


• Create Specifications – Develop data flows and functional/technical specifications as needed to guide development teams


• Define Acceptance Criteria – Take ownership of defining the acceptance criteria for product features and ensure they align with business objectives


• Document Requirements – Maintain comprehensive documentation of requirements and acceptance measures per process, providing guidance to others in the working group


• Coordinate Delivery – Work with stakeholders, engineering, and QA to align on feature pricing and delivery planning


• Facilitate Communication – Ensure the engineering team has required information on endpoints, data sources, and outputs


• Resolve Blockers – Help resolve technical impeding issues and coordinate solutions across different technical teams


• Validate Features – Perform validation of features against customer and business goals and acceptance criteria


• Assess Technical Feasibility – Determine technical feasibility, dependencies, and requirements of features with support from adjacent technology teams


• Manage Tradeoffs – Identify technical tradeoffs, escalate risks, and manage mitigation in collaboration with neighboring teams


• Communicate Effectively – Communicate effectively with technology and business teams independently at all levels


• Mentor Others – Serve as a coach/mentor to team members on various technical product management skills


• Define Solutions – Work with engineering to define technical solutions for exploration definitions


• Establish Metrics – Define product performance and effectiveness metrics that measure and benchmark product success


• Monitor Performance – Monitor feature performance to identify opportunities for continuous improvement


• Drive Optimization – Drive optimization and process improvements between product, design, and development teams


• Stay Current – Keep up to date with new technology capabilities and apply knowledge to contribute to product solutions


• Suggest Innovations – Suggest and design innovative products and features that push boundaries


• Scope Projects – Work with product managers to scope and prioritize upcoming projects into the roadmap


• Manage Roadmap – Manage a cross-team digital product roadmap with precision and strategic vision


• Build Relationships – Build strong relationships with key internal engineering, product, and design teams


• Lead Prioritization – Lead product prioritization and needs with our business and technology partners


• Lead Training – Lead product prioritization training sessions working with engineering, product, and business teams

Required Skills and Competencies

Leadership and Communication

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


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


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


• Ability to navigate complex political landscapes with finesse


• Seek and provide honest, constructive feedback


• Team-building leadership capabilities


• Ability to set expectations and hold individuals and teammates accountable to their responsibilities


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


• Exceptional written and verbal communication skills


• Excellent service orientation for all types of engagement

Intuition and Learning Agility

• 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) network 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

Experience and Qualifications

• 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 is 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


• Bachelor's degree required; Master's degree is desired but not required


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


• PMP certification is a plus but not required

Why Join arenaflex?

At arenaflex, we offer more than just a job—we offer a career path filled with opportunities for growth, learning, and personal development. Here's what you can expect when you join our team:

• Competitive Compensation – We offer a salary range of $20-30 per hour, reflecting our commitment to rewarding talent appropriately


• Comprehensive Benefits – Full-time employees enjoy a comprehensive benefits package including health insurance, dental coverage, vision plans, and retirement savings options


• Professional Development – Access to ongoing training, certification opportunities, and career advancement programs


• Work-Life Balance – Enjoy flexible working arrangements and a supportive environment that values your well-being


• Innovative Culture – Work alongside passionate technologist colleagues who are dedicated to pushing boundaries and creating exceptional experiences


• Global Impact – Be part of a company that serves millions of customers worldwide and continues to expand its global presence

Our Commitment to Diversity and Inclusion

arenaflex is committed to creating a diverse and welcoming workplace that includes partners with different backgrounds and experiences. We believe that this diversity enables us to better meet our mission and values while serving customers throughout our global communities.

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. Minorities, women, LGBTQIA+, veterans, and individuals with disabilities are encouraged to apply.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local statutes. arenaflex is committed to offering reasonable accommodations to job applicants with disabilities.

Ready to Make an Impact?

If you're a results-driven professional with a passion for technology, exceptional communication skills, and a desire to shape the future of digital experiences, we want to hear from you! Join arenaflex and become part of a team that's transforming how people connect, interact, and experience the world.

Apply today and take the first step toward an exciting career with endless possibilities at arenaflex!