Senior Technical Customer Success Manager – Remote Part-Time Digital Product Leadership Role

Join arenaflex as a Senior Technical Customer Success Manager

Are you ready to be part of something extraordinary? At arenaflex, we believe in the power of human connection—one interaction, one experience, and one cup of inspiration at a time. Our mission is to uplift and nurture the human spirit, and we're looking for a talented Senior Technical Customer Success Manager to help us achieve this vision through cutting-edge technology and meaningful digital experiences.

As a leading innovator in the beverage and retail industry, arenaflex has transformed from a local coffee shop into a global phenomenon that connects millions of people every day. Our technology team works tirelessly to create seamless, personalized experiences that delight our customers, partners, and communities worldwide. We're not just building products—we're crafting experiences that bring people together.

This is a unique opportunity to join arenaflex in a part-time remote capacity, where you'll play a pivotal role in shaping the future of our digital products. If you're passionate about technology, driven by customer success, and ready to make a meaningful impact, we invite you to explore this exciting opportunity.

About the Role

As a Senior Technical Customer Success Manager at arenaflex, you'll be at the intersection of technology, business, and customer experience. This role is fundamental to our success because you'll be responsible for ensuring the value, usability, and performance of our Marketing and Personalization Technology products. You'll design, build, and support a digital ecosystem that elevates the arenaflex brand while growing our business by enhancing human connections, relationships, and experiences.

To succeed in this role, you'll need significant technical acumen and experience, combined with a passion for pleasing product customers with elegant solutions and engaging digital experiences. You'll serve as a bridge between our technical teams and business stakeholders, translating complex requirements into actionable technical solutions that drive real business value.

Key Responsibilities

Your day-to-day responsibilities will be diverse and engaging, requiring you to wear multiple hats and collaborate with various teams across the organization:

• Product Planning and Development: Lead product planning and development through daily collaboration and decision-making with cross-functional teams including designers, developers, engineers, and business or subject matter experts.


• Requirements Translation: Expertly translate customer experience insights into technical requirements and comprehensive product solutions that meet both user needs and business objectives.


• Technical Solution Development: Drive technical solutions for major features and complex components independently, ensuring scalability, reliability, and performance.


• System Architecture: Demonstrate proficiency in end-to-end system architecture, understanding how different components integrate and interact within our technology ecosystem.


• Data Flow Management: Create data flows and functional/technical specifications as needed, ensuring clear documentation and alignment across teams.


• Acceptance Criteria Definition: Own the definition of acceptance criteria for product features, ensuring clear quality standards and measurable outcomes.


• Documentation Excellence: Maintain comprehensive documentation of requirements and acceptance criteria per process, providing guidance to others in the working group.


• Cross-Functional Collaboration: Work closely with makers, engineering, and QA to align feature scoping and delivery planning, ensuring smooth product development cycles.


• Technical Communication: Ensure the engineering team has required information on endpoints, inputs, and outputs, facilitating smooth handovers and implementation.


• Issue Resolution: Help resolve technical blocking issues and coordinate solutions across different technical teams, acting as a facilitative problem-solver.


• Validation and Testing: Perform validation of features against client and business goals and acceptance criteria, ensuring delivered solutions meet expectations.


• Technical Assessment: Determine technical possibilities, dependencies, and constraints of features with support from adjacent technology teams as needed.


• Risk Management: Identify technical tradeoffs, raise risks, and manage mitigation in collaboration with neighboring teams, proactively addressing potential challenges.


• Stakeholder Communication: Communicate effectively with technology and business teams independently, building strong relationships across the organization.


• Mentorship: Act as a mentor/tutor to the team on various technical product management skills, sharing knowledge and developing junior team members.


• Performance Metrics: Define product performance and effectiveness metrics that measure and benchmark product success, using data to drive decisions.


• Continuous Improvement: Monitor feature performance to identify opportunities for ongoing improvement, always seeking ways to enhance our products.


• Process Enhancement: Drive optimization and process improvements between product, design, and development teams, streamlining workflows.


• Innovation: Stay current with technology capabilities and use knowledge to contribute to product solutions. Suggest and design innovative products and features.


• Roadmap Management: Work with product managers to scope and prioritize upcoming initiatives in the roadmap, ensuring strategic alignment.


• Cross-Team Coordination: Manage a cross-team digital product roadmap, coordinating efforts across multiple functional areas.


• Relationship Building: Build effective relationships with key internal engineering, product, and design teams, fostering collaboration.


• Product Leadership: Lead and manage product prioritization and scope with our business and technology partners, balancing competing priorities.


• Feature Grooming: Lead product excess grooming sessions partnering with engineering, product, and business teams, ensuring clear requirements and realistic timelines.

Required Qualifications

We're looking for candidates who bring a unique combination of technical expertise, leadership skills, and a customer-centric mindset:

Leadership and Communication

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


• Ability to 'read the room,' understand what is possible and what isn't, and know 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 landscapes within large organizations.


• Seek and provide honest, straightforward feedback to all stakeholders.


• Team-building mastery with the ability to motivate and align diverse teams toward common goals.


• Capacity to set expectations and hold individuals and teammates accountable for their responsibilities.


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


• Excellent written and verbal communication skills, capable of adapting to various audiences and situations.


• Outstanding service orientation for all types of stakeholders, from technical teams to executive leadership.

Technical Proficiency and Learning Agility

• Strong understanding of IT program and portfolio management practices.


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


• Clear understanding of project technical activities, including:
  
  
  
  • Configuration analysis and design
  
  
  • Project, solution, and infrastructure architecture
  
  
  • Systems integration
  
  
  • Data transformation and migration
  
  
  • Environment management and build cycles
  
  
  • 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.


• Demonstrated ability to learn new technologies quickly and apply knowledge to solve complex problems.


• Strong analytical skills with the ability to interpret data and translate insights into actionable recommendations.

Preferred Qualifications

While we value all qualified candidates, the following qualifications would give you an edge:

• Previous experience in a senior technical product management or customer success role within a large, complex organization.


• Background in retail, food and beverage, or consumer goods technology is highly desirable.


• Experience with agile methodologies and modern product development practices.


• Understanding of customer experience design principles and user-centered design approaches.


• Familiarity with cloud computing architectures and SaaS product development.


• Experience working with remote teams and managing geographically distributed stakeholders.


• Knowledge of data analytics platforms and business intelligence tools.

What We Offer

At arenaflex, we believe in taking care of our partners (employees) as well as they take care of our customers. As a part-time team member, you'll still have access to a comprehensive benefits package that includes:

• Competitive Compensation: Earn $25-$35 per hour, commensurate with experience and qualifications.


• Flexible Work Environment: Enjoy the freedom of remote work from anywhere in the USA, with flexible hours that support work-life balance.


• Professional Development: Access to continuous learning opportunities, training programs, and career development resources.


• Inclusive Culture: Be part of a diverse, welcoming community that values inclusion, equity, and belonging.


• Innovation Opportunities: Work on cutting-edge projects that shape the future of our industry.


• Collaborative Environment: Join teams that thrive on creativity, collaboration, and mutual respect.


• Employee Discounts: Enjoy exclusive discounts on arenaflex products and services.

Career Growth Opportunities

This role offers significant potential for career advancement within arenaflex. As you develop expertise in our products and technology ecosystem, you'll have opportunities to:

• Expand your leadership responsibilities and team management opportunities.


• Specialize in specific product areas or technology domains.


• Transition into broader product management or program leadership roles.


• Develop expertise in emerging technologies and innovative solutions.


• Build a strong professional network across engineering, product, design, and business teams.


• Contribute to strategic initiatives that shape the future of our digital transformation.

Work Environment and Culture

At arenaflex, our culture is built on authentic connections, mutual respect, and a shared commitment to excellence. We believe that when our partners thrive, our business thrives. Our remote work environment is designed to foster collaboration, creativity, and productivity while respecting individual work styles and life circumstances.

You'll be joining a team that values diversity of thought and perspective. We encourage innovative thinking, challenging the status quo, and continuously improving our products and processes. Your voice matters here, and you'll have the opportunity to make a real impact on millions of customers around the world.

We embrace flexibility and trust our team members to deliver outstanding results. Whether you're working from your home office or a local coffee shop, you'll have the tools and support you need to succeed. Regular virtual team gatherings, cross-functional projects, and open communication channels ensure you stay connected and engaged with your colleagues.

Join Our Team

If you're ready to take the next step in your career and make a meaningful impact at a company that values innovation, inclusion, and customer success, we encourage you to apply for this exciting opportunity. We're looking for passionate, talented individuals who share our commitment to creating memorable experiences for our customers and communities.

At arenaflex, you'll find more than just a job—you'll find a place where you can grow, innovate, and be part of something bigger than yourself. Our mission goes beyond coffee; it's about creating a third place where people can connect, relax, and feel a sense of belonging. Join us in our journey to inspire and nurture the human spirit, one person, one cup, and one neighborhood at a time.

We can't wait to welcome you to the arenaflex family!

arenaflex is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.