Experienced Full Stack Enterprise Customer Success Manager – White Glove Support for Starlink Customers

At arenaflex, we're pushing the boundaries of innovation and exploration, and we're looking for a seasoned leader to join our Starlink team as an Enterprise Customer Success Manager. This is an extraordinary opportunity to shape the future of customer support and success, working with a revolutionary satellite constellation that will deliver low-latency broadband internet worldwide. As a key member of our Starlink customer support team, you'll lead the team that interfaces directly with Starlink customers, ensuring they have an exceptional overall experience. This role is a critical leadership position within the Starlink Customer Success organization, responsible for creating and leading a world-class white glove, concierge support program for enterprise clients. You'll be responsible for rapid issue resolution, continuous improvement, and strategic planning, while collaborating internally and building the Enterprise Customer Success program.

About arenaflex

arenaflex is a pioneering company that's redefining the future of space exploration and technology. Our mission is to enable human life on Mars and beyond, and we're committed to pushing the boundaries of innovation and exploration. With a strong focus on customer success and support, we're looking for a leader who shares our vision and is passionate about delivering exceptional customer experiences.

Responsibilities

As an Enterprise Customer Success Manager, you'll be responsible for:

• Strategy: Developing and implementing a comprehensive strategy for Enterprise Customer Success, aligned with the needs of the Enterprise business and the goals of the organization.
• Leadership: Leading a multi-level organization, consisting of both hourly and salary individuals, and fostering an environment where change is embraced and ideas are respected.
• Enterprise Customer Support: Managing operations that provide industry-leading levels of enterprise support, recognizing the needs of the business and adapting to support the mission.
• Operational Excellence: Driving root cause analysis activities for products and services, defining key metrics to measure customer satisfaction, loyalty, and advocacy, and regularly reporting on progress to senior management and stakeholders.
• Process Improvement: Driving projects and changes needed to ensure the customer support organization can meet and enable the goals of the Starlink enterprise customers, continuously monitoring industry trends and best practices to enhance the customer experience.
• Collaboration: Working with internal leaders and teams to design and execute a white glove, concierge support program for enterprise customers, partnering with internal tooling development teams to identify capabilities that increase support associate performance and productivity.
• Mentorship: Actively monitoring and growing the workforce, ensuring team members are challenged and performing at the expected standards, and developing methods to motivate team members to go above and beyond the status quo.

Essential Qualifications

* Bachelor's degree and 7+ years of professional experience in customer operations, customer support, or customer service; or 10+ years of professional experience in customer operations, customer support or customer success in lieu of a degree.

• 5+ years of professional experience in a supervisory or managerial role focused on customer operations, customer support or customer success.
• Strong customer interaction skills, including executive presence, writing skills, and phone skills.
• Excellent communication and team-building skills.
• Ability to work in a fast-paced/cross-functional environment.
• Organized and self-driven, capable of working independently with little direction.
• Capable of adapting to abrupt changes in strategy.

Preferred Skills and Experience

* 10+ years of customer-facing experience.

• 3+ years of experience mentoring, managing, and scaling larger customer success teams.
• Lean/6-Sigma experience (Green/Black Belt certifications).
• Demonstrate innovative and futuristic thinking to drive continuous improvement.
• Strong attention to detail, project management, and organizational skills.
• Technical aptitude, including experience with networking, hardware troubleshooting, software development, etc.
• Solid financial literacy, including fluency with an income statement and balance sheet.
• Written/verbal business fluency in a second language (in addition to English).
• Ability to communicate technical details to a non-technical audience and foster credibility with a technical audience.

Additional Requirements

* Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines.

• Must be willing to work in office.
• Travel required, approx. 20-25%.

Compensation and Benefits

* Pay range: $130,000.00 - $180,000.00 per year.

• Comprehensive medical, vision, and dental coverage.
• Access to a 401(k)-retirement plan.
• Short and long-term disability insurance.
• Life insurance.
• Paid parental leave.
• Various other discounts and perks.
• Exempt employees are eligible for 5 days of sick leave per year.

ITAR Requirements

* To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer; employment with arenaflex is governed on the basis of merit, competence, and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status.

How to Apply

If you're a seasoned leader with a passion for customer success and a vision for the future of space exploration, we want to hear from you. Apply now to join our team as an Enterprise Customer Success Manager and help shape the future of customer support and success at arenaflex. Apply for this job