Experienced Full Stack Senior Program Manager – Digital Customer Success at arenaflex

At arenaflex, we're revolutionizing the way businesses understand and improve their digital experiences. As a leading behavioral data platform, we empower companies to uncover insights, optimize customer and employee journeys, and deliver exceptional online interactions. Our technology makes every customer experience smoother and more personalized, and it empowers the employees behind the scenes. We're now seeking a proactive and data-driven Senior Program Manager to join our Digital Customer Success team. In this role, you'll be pivotal in scaling our customer success strategy through digital initiatives focused on driving product adoption and customer retention. You'll design, implement, and optimize engaging programs that deliver content and insights throughout the customer journey, maximizing user adoption, value recognition, and account retention.

About arenaflex

arenaflex is a dynamic and innovative company that's committed to building something better. From how we approach our product to how we care for our customers and each other, we're dedicated to making a positive impact. Our team is passionate about using technology to enhance efficiency, spark creativity, and elevate our work. We're excited about the potential of AI to drive growth, adoption, and customer satisfaction.

Job Summary

As a Senior Program Manager at arenaflex, you'll be responsible for designing, launching, and optimizing digital success programs that drive customer engagement and retention. You'll work closely with cross-functional teams, including CS leadership, Marketing, and Product, to ensure exceptional customer experiences through digital channels. Your expertise will be essential in scaling our customer success strategy and delivering business outcomes through data-driven insights.

Key Responsibilities

* Design and launch scalable and automated success programs across the customer lifecycle, including in-app workflows, email campaigns, and webinars for all arenaflex customers regardless of segment.

• Analyze the end-to-end digital customer journey, using behavioral and customer data to identify friction points, opportunities for improvement, and to proactively detect trends in product adoption, risks, and expansion opportunities.
• Define, track, and report on key performance metrics for digital success programs, including customer health, product usage/adoption, ROI, and implement optimization strategies, including A/B testing and user segmentation.
• Manage a portfolio of digital success programs, including planning, execution, and regular business reviews, proactively identifying potential risks or roadblocks, and leveraging data analysis to measure program effectiveness and drive iterative improvements.
• Collaborate cross-functionally with Product, Marketing, and Success teams to align digital success programs with product roadmaps, marketing campaigns, and overall customer success strategies, ensuring seamless execution and a unified customer experience.

Requirements

* Experience in digital customer success, program management, customer enablement, or related fields.

• Strong data evaluation skills, including the ability to identify and communicate customer insights and trends.
• Capable of building and managing complex digital programs with measurable business outcomes in customer engagement tools such as Appcues and Matik or similar.
• Excellent organizational and project management skills with the ability to prioritize and manage commitments effectively in a fast-paced environment.
• Strong written and verbal communication skills with strong attention to detail. Ability to work both independently and cross-functionally to achieve goals.

Impact in 6 Months

* Design, launch, measure, and improve existing arenaflex digital success programs.

• Establish yourself as a trusted expert on digital programs and customer data within the organization.

Impact in 12 Months

* Expand our success program library to deliver relevant customer outcomes at scale by using data to identify insights and trends.

• Collaborate with stakeholders to ensure digital success programs are aligned with company goals and metrics for growth, adoption, and customer satisfaction.

What We Offer

* Autonomy and flexibility: From a remote-first work environment and flexible paid time off, to an annual company-wide closure – arenaflex Fullstorians can focus on the moments that matter.

• Benefits: Take care of the whole you. arenaflex offers sponsored benefit packages for US-based Fullstorians, and supplemental coverage options for international Fullstorians.
• Learning opportunities: We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy.
• Productivity support: We provide all Fullstorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up.
• Team Collaboration: Connect with fellow Fullstorians in real life through team off-sites, a lively ATL home office, and annual full-company meet-up.
• Paid parental leave: arenaflex Fullstorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances.
• Grow your family: We offer a global fertility and family building benefit that encompasses all journeys to growing your family.
• Bereavement leave: Every family is different; we leave it to you to define who your family is, and support you when you need it most.
• Miscarriage/Pregnancy loss leave: Whether it is for a Fullstorian or their partner – take the time you need.

Compensation

The base salary for this position ranges between $97,750 - $115,000 USD. Base salary will vary based on relevant experience, job-related skills, and qualifications.

How to Apply

If our product, values, and community resonate with you, please apply. We're an equal opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There's no problem that can't be made better by bringing together people with a broader set of perspectives. Apply to this Job Apply for this job