Job Description
- *Join arenaflex, a dynamic growth-stage technology company, as we revolutionize the family immigration industry with deeply customer-centric products and experiences.** **About arenaflex** We're a team of experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. That's why we're building a trusted partner for all families and businesses. As the largest player in the family immigration industry, and a high-growth challenger serving corporate clients, we've aided over 100,000 individuals in their quest for U.S. residency. Backed by influential venture investors, including Foundry Group, Trilogy Equity Partners, Pioneer Square Labs, Emerson Collective, Two Sigma Ventures, and Jerry Yang, we're well-capitalized and positioned for long-term success. **Your Mission** As the Manager, Customer Success (Partnerships) at arenaflex, your mission is twofold: to ensure your team consistently delivers best-in-class service, and to drive continuous improvement across the customer journey. You'll lead and support a team of Project Managers, providing them with hands-on coaching, structured development, and clear guidance to help them thrive. Your leadership will be key to delivering a seamless, high-quality client experience by balancing daily execution with long-term process improvements. Through proactive oversight and close collaboration with cross-functional teams, you'll help resolve issues quickly, streamline workflows, and ensure client deliverables are completed on time. By empowering your team and refining how we work, you'll shape the client experience, strengthen our service delivery, and help scale arenaflex as a trusted leader in immigration support. **What You Will Do** As a Customer Success Manager – Partnerships at arenaflex, you'll be responsible for: * Coaching, counseling, and supporting Project Managers (PM) to ensure they meet and exceed their goals * Building short, medium, and long-term professional goals for each PM, then empowering them to meet and exceed those goals * Sharing regular feedback and conducting annual performance reviews * Monitoring, organizing, and encouraging PTO for the PM team, balancing individual needs with team-wide capacity * Monitoring team capacity, and determining assignments for clients * Onboarding new team members * Building out a resource library to document best practices * Serving as an escalation point and tracking key issues for the team, in partnership with the CS Director, identifying opportunities to proactively minimize those occurrences * Building new, and iterating upon current PM processes in partnership with the CS Director * Collaborating with partner attorneys to collect performance and process feedback, incorporating into onboarding and coaching You'll also utilize queues and reporting tools in our proprietary case management system to ensure all cases are filed on time, and collaborate with internal teams and clients to proactively identify cases that have encountered delays or obstacles, taking proactive measures to expedite their resolution. Additionally, you'll coordinate with Cross-functional managers (Attorneys, Support, Operations) to facilitate a smooth workflow and timely completion of tasks, adhering to internal service level agreements (SLAs) on timely preparation of cases. You'll stay updated on product and immigration changes, attending company-organized training sessions and workshops to enhance knowledge and ensure a positive client experience. **About You** We're looking for a seasoned leader with: * 2-3 years minimum experience managing direct reports * 2-3 years immigration experience * A customer-obsessed mindset, driven by a great customer experience * Self-motivation, with a passion for results * The combination of customer experience excellence, process-building skills, leadership skills, and the ability to collaborate cross-functionally * Ability to apply product knowledge to improve processes and achieve customer satisfaction * Superior communication skills (written/verbal), project management skills, professional demeanor, and sound judgment * Comfortable with ambiguity and rapidly-changing environments * A roll-up-your-sleeves mentality * Analytical and process-oriented mindset * A strong drive to prioritize client relationships, experience, and retention while maintaining quality standards and timelines * Keen attention-to-detail with a sense of ownership in maintaining quality standards * Proven ability to effectively handle multiple tasks while prioritizing timely adherence to deadlines **Compensation and Benefits** Compensation for this role includes both cash and equity. The starting base salary for this position is typically $117,000 - $145,000. Total compensation offered for this role will be dependent on the candidate's experience, qualifications, skills, and abilities as demonstrated in the interview and hiring process. Additionally, arenaflex offers its U.S. full-time employees benefits, including medical, dental, vision, 401K match, life and AD&D insurance, short-term disability insurance, and commuter benefits. **Why Join arenaflex?** At arenaflex, we're passionate about revolutionizing the family immigration industry with deeply customer-centric products and experiences. We're a dynamic growth-stage technology company, with a team of experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. We're well-capitalized and positioned for long-term success, with a strong drive to prioritize client relationships, experience, and retention while maintaining quality standards and timelines. If you're a seasoned leader with a customer-obsessed mindset, driven by a great customer experience, we encourage you to apply to this exciting opportunity. Join our team and help shape the client experience, strengthen our service delivery, and help scale arenaflex as a trusted leader in immigration support. **Apply Now** Ready to take on this exciting challenge? Apply now to become a Customer Success Manager – Partnerships at arenaflex. Apply for this job