Senior Manager of Customer Success & Technical Support Operations – Bilingual (Spanish/English) | Global Consumer Technology Leader

About arenaflex

At arenaflex, we believe that the relationship between a customer and a brand is the most valuable asset any organization can cultivate. As a recognized leader in consumer-focused smart home technology, arenaflex designs and delivers innovative security and connected-living products that millions of households trust every day. Our products are more than devices — they are peace of mind, and our Customer Success organization is the human heartbeat behind that promise.

Customer obsession isn’t a tagline for us; it is the engine that drives every product decision, every service interaction, and every operational improvement we make. The Customer Service team at arenaflex is responsible for ensuring that each customer touchpoint — from the first unboxing moment to years of reliable product performance — feels effortless, responsive, and genuinely helpful.

As we continue to scale globally and pioneer the integration of artificial intelligence into our support workflows, we are seeking a transformative leader to join us as our next Senior Manager of Customer Success. This is a rare opportunity to shape the strategic direction of a world-class customer experience function within one of the most dynamic and fast-growing technology companies in the consumer products space.

Position Overview

We are looking for a seasoned, bilingual (Spanish/English) Senior Manager of Customer Success to lead and elevate our multi-tiered customer service organization. Reporting directly to the Head of Customer Service, you will own the strategy, execution, and continuous evolution of a high-performing Customer Success team that supports hundreds of thousands of customers across global markets.

This role is ideal for a leader who has spent more than a decade refining the craft of customer support — someone who understands the nuanced difference between resolving a ticket and delivering a memorable experience. You have managed Contact Center Technical Support teams for consumer hardware products, led Customer Success organizations within high-growth technology companies, and have a measurable track record of transforming service operations through process design, data-driven decision making, and inspirational people leadership.

If you are a proactive, results-oriented leader who thrives in a fast-paced and dynamic environment, and you are passionate about the intersection of customer experience, emerging technology, and operational excellence, we want to hear from you.

Key Responsibilities

• Strategic Leadership of Customer Success: Define, communicate, and execute the long-term vision, strategy, and operational roadmap for the Customer Success team, ensuring alignment with broader organizational goals, product strategy, and customer experience objectives at arenaflex.
• End-to-End Customer Experience Ownership: Serve as the ultimate owner of the post-purchase customer journey, identifying friction points, designing scalable solutions, and ensuring that every interaction reflects arenaflex’s commitment to frictionless, world-class service.
• Cross-Functional Partnership: Build and maintain strategic partnerships with Product, Engineering, Marketing, Quality, and executive leadership. Use customer insights to influence the product roadmap, advocate for customer needs, and ensure that the voice of the customer is consistently represented in business decisions.
• Operational Excellence & Process Improvement: Continuously identify opportunities to streamline processes, optimize resources, and modernize the service delivery model. Drive the integration of AI-driven tools, automation, and machine learning into customer support workflows to enhance efficiency and personalization.
• Performance Management & KPI Achievement: Establish, measure, and communicate key performance indicators (KPIs) including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). Hold the team accountable to ambitious but achievable targets.
• Real-Time Customer Experience Management: Monitor service performance in real time, proactively addressing experience outliers, emerging escalations, and systemic issues before they impact broader customer segments.
• Team Building & Talent Development: Recruit, develop, and retain a high-performing team of technical customer service professionals. Foster a culture of accountability, innovation, and continuous learning, while providing coaching, mentorship, and growth opportunities to direct reports and emerging leaders.
• Data-Driven Decision Making: Leverage quantitative analysis and customer feedback to inform strategy, prioritize initiatives, and measure the impact of operational changes. Partner with analytics teams to surface actionable insights from large data sets.
• Customer Advocacy: Act as the senior-most customer advocate within the organization, ensuring that customer feedback loops are closed and that learnings inform product improvements, training programs, and service enhancements.
• AI & Emerging Technology Integration: Collaborate directly with leadership across multiple Customer Success teams to identify, develop, and implement artificial intelligence solutions that evolve the customer experience and redefine how modern support is delivered at arenaflex.
• Executive Communication & Influence: Prepare and deliver presentations, business reviews, and strategic recommendations to senior leaders, cross-functional stakeholders, and executive audiences.

Essential Qualifications

• Contact Center Leadership Experience: A minimum of 10+ years of experience managing Contact Center Technical Support teams supporting consumer products, with demonstrated success in scaling operations and improving service quality.
• Customer Success Leadership Experience: A minimum of 10+ years of experience managing Customer Success teams within a technology company, specifically supporting consumer-facing products and services.
• Customer Experience Measurement Expertise: Applied experience with customer satisfaction measurement methodologies, including Likert scales, Binary scales, Rating scales, Semantic Differential scales, CSAT, NPS, and CES.
• Customer Experience Platforms Proficiency: Hands-on experience with industry-leading platforms such as Salesforce Service Cloud, Tethr CSAT AI, Qualtrics, Delighted, Survey Monkey, or similar enterprise-grade CX tools.
• Advanced Data & Analytics Skills: Intermediate-to-advanced proficiency in Excel or Tableau, including pivot tables and charts, multi-criteria lookups, nested logical and IF formulas, data cleansing techniques, array formulas, and macros.
• Bilingual Fluency: Full professional fluency in both written and verbal Spanish, with the ability to communicate, present, and influence stakeholders across English and Spanish-speaking markets.
• Exceptional Communication Skills: Outstanding verbal and written communication abilities, with a proven track record of delivering impactful presentations and influencing stakeholders at all organizational levels — from front-line technical teams to executive leadership.
• Proactive, Results-Oriented Mindset: A demonstrated commitment to driving customer success, achieving business objectives, and maintaining relentless focus on outcomes.
• Proven Leadership Skills: A strong track record of partnering effectively with leaders across the organization while also developing, coaching, and inspiring direct reports.
• Process & Team Design Experience: A demonstrated history of building high-performing teams and designing operational processes that materially improve customer experience.
• Adaptability & Resilience: The ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities, evolving business needs, and emerging challenges.

Preferred Qualifications

• Experience leading customer service organizations through periods of significant growth, transformation, or global expansion.
• Prior exposure to AI-driven customer service transformation, including the implementation of chatbots, virtual agents, predictive analytics, or machine learning-based routing.
• Experience supporting hardware products, connected devices, or Internet of Things (IoT) ecosystems in a customer service capacity.
• A bachelor’s degree in business administration, communications, or a related field; an advanced degree is a plus.
• Six Sigma, Lean, or other operational excellence certifications.

Skills & Competencies for Success

• Strategic Thinking: The ability to translate broad organizational goals into a clear, actionable customer success strategy that delivers measurable impact.
• Inspirational Leadership: A leadership style that motivates, empowers, and develops high-performing teams in fast-paced, dynamic environments.
• Analytical Acumen: Strong quantitative and qualitative analytical skills, with the ability to draw insights from complex data sets and turn them into strategic recommendations.
• Influence Without Authority: The ability to drive alignment, build consensus, and influence outcomes across cross-functional teams without relying on direct reporting lines.
• Customer Empathy: A deep, genuine commitment to understanding customer needs, anticipating pain points, and championing solutions that improve lives.
• Change Management: Demonstrated ability to lead teams through change, navigate ambiguity, and maintain high performance during periods of transition.
• Bias for Action: A sense of urgency and ownership that drives rapid, high-quality execution.

Career Growth & Learning Opportunities

At arenaflex, career growth is not an afterthought — it is a strategic priority. As a Senior Manager within our Customer Service organization, you will have access to a rich ecosystem of development opportunities, including executive coaching, leadership development programs, cross-functional project assignments, and tuition reimbursement for advanced education. You will work alongside some of the brightest minds in consumer technology, and you will be directly involved in shaping how artificial intelligence transforms the future of customer support. Many of our senior leaders have grown from within the organization, and we are deeply committed to investing in the long-term success of our people.

Work Environment & Company Culture

arenaflex is a remote-friendly, globally distributed organization that values flexibility, autonomy, and outcomes over hours logged. Our culture is built on five core principles: customer obsession, ownership, innovation, operational excellence, and respect for one another. We are an equal opportunity employer and we are deeply committed to building a diverse and inclusive workplace. We believe that teams made up of people with different perspectives, experiences, and backgrounds make better decisions, and we actively foster an environment where every voice is heard, valued, and respected.

For individuals with disabilities who require accommodations during the application or interview process, please contact our accessibility team — we are committed to ensuring a fair and accessible experience for all candidates.

Compensation, Perks & Benefits

While the specific compensation for this role will be commensurate with experience, Senior Manager-level positions at arenaflex are accompanied by a competitive base salary, performance-based bonus opportunities, and a comprehensive benefits package. Our benefits typically include health, dental, and vision insurance, retirement savings plans, generous paid time off, parental leave, employee discounts on arenaflex products, professional development stipends, and access to wellness programs. Specific offerings may vary by region.

A Day in the Life

Your day as the Senior Manager of Customer Success at arenaflex begins with a review of overnight service metrics — CSAT scores, response times, and emerging trends across global support channels. You meet with your Customer Success team to discuss customer pain points, review escalated cases, and align on strategic priorities. Mid-morning brings a cross-functional working session with the Product and Engineering teams, where you advocate for customer-driven feature enhancements and review the latest product roadmap.

Throughout the day, you partner with analytics to deep-dive into customer feedback data, identify experience outliers, and develop action plans to address them. You spend time coaching and developing your team, recognizing high performers, and supporting emerging leaders as they grow their careers. In the afternoon, you present quarterly business reviews to executive leadership, providing insights into customer experience trends, AI integration progress, and strategic recommendations for the future of the organization. By day’s end, you have influenced product decisions, supported your team, and moved the needle on customer experience — all in a single workday.

How to Apply

If you are a transformational customer experience leader with a passion for building world-class teams, driving operational excellence, and shaping the future of AI-powered customer support, we invite you to apply today. Join arenaflex and become a driving force behind the customer experience that defines our brand. Help us continue to delight our customers, protect what matters most to them, and set the standard for what exceptional service looks like in the consumer technology industry. We look forward to welcoming you to the team.