Senior Customer Success Manager

About arenaflex

arenaflex is a global leader in intelligent automation, delivering cutting‑edge robotics and software platforms that reshape how goods move through fulfillment and transportation networks. With a relentless focus on innovation, safety, and customer obsession, arenaflex empowers retailers, manufacturers, and logistics providers to achieve unprecedented speed, accuracy, and scalability. We combine deep engineering expertise with a culture of experimentation, allowing our teams to turn bold ideas into real‑world impact every day.

Why This Role Matters

As a Senior Customer Success Manager on the arenaflex Robotics Fulfillment team, you will be the decisive bridge between our advanced robotic solutions and the operational teams that rely on them. Your influence will stretch across North America’s fulfillment centers, driving adoption, performance optimization, and continuous improvement of our robotic platforms. By translating complex technical capabilities into tangible business outcomes, you will enable customers to exceed their operational goals, reduce cost, and deliver a superior end‑customer experience.

Role Overview

In this role you will partner directly with site leaders, operations managers, engineering groups, and product teams to ensure the seamless deployment, adoption, and evolution of arenaflex’s robotic technologies. You will lead the end‑to‑end customer success lifecycle— from onboarding and training to ongoing performance monitoring, issue resolution, and strategic program enhancements. Your analytical mindset, program‑management rigor, and ability to influence cross‑functional stakeholders will be key to achieving measurable improvements in system throughput, reliability, and safety.

Key Responsibilities

• Strategic Enablement: Design and execute scalable processes that empower the Customer Success organization to support a growing network of fulfillment sites while maintaining deep subject‑matter expertise.
• Performance Audits: Conduct regular audits of robotic system usage, safety compliance, and operational best‑practice adoption; identify gaps and drive corrective actions.
• Issue Identification & Resolution: Proactively surface trending performance issues, conduct root‑cause analysis, and collaborate with engineering and product teams to implement sustainable fixes.
• Technology Rollouts: Lead network‑wide launches of new robotic hardware, software upgrades, and analytical tools, ensuring smooth transition, minimal disruption, and rapid ROI realization.
• Voice of the Customer: Capture, synthesize, and champion customer feedback to influence product roadmaps, feature prioritization, and service enhancements.
• Coaching & Training: Provide hands‑on coaching, workshops, and best‑practice guidance to site leaders and frontline operators on robotics operation, safety, and continuous improvement methodologies.
• Cross‑Functional Collaboration: Align initiatives across Global Robotics, Central Operations, Product Development, Deployment, and Solutions teams to synchronize objectives and eliminate silos.
• Data‑Driven Decision Making: Leverage SQL, Tableau, Excel, and other BI tools to build dashboards, track KPIs, and present actionable insights to senior leadership.
• Travel Commitment: Spend 25‑30% of time on-site across fulfillment centers and transportation hubs throughout North America to foster relationships and ensure hands‑on support.

Essential Qualifications

• Bachelor’s degree in Engineering, Computer Science, or a closely related technical field (Master’s or MBA is a strong asset).
• Minimum 6 years of experience in customer‑facing roles that required technical problem solving, preferably within robotics, automation, or high‑throughput logistics environments.
• Demonstrated ability to manage multiple high‑priority projects simultaneously while maintaining attention to detail.
• Proficiency with analytical tools such as SQL, Excel, Tableau, and a solid grasp of data‑visualization principles.
• Experience applying Lean, Six Sigma, or other continuous‑improvement frameworks to drive operational efficiency and measurable business outcomes.
• Strong communication skills—both verbal and written—and the ability to influence senior leaders across engineering, operations, and product domains.

Preferred Qualifications & Additional Expertise

• Hands‑on experience troubleshooting robotics hardware and software systems, including sensor integration, motion control, and system diagnostics.
• Advanced analytical capabilities with knowledge of R or Python for statistical modeling and