Senior Director – Customer Success Strategy & Experience Innovation for Global Telecom Leader

About arenaflex – Shaping the Future of Connectivity

arenaflex is a world‑leading provider of technology and communications services, dedicated to transforming how people, businesses, and communities stay connected. As a human‑centric network that spans continents, arenaflex anticipates market shifts, leads industry innovation, and believes that listening is the foundation of learning. Whether navigating crises or celebrating milestones, our teams unite to lift communities, drive impact, and move the world forward. If you are fueled by purpose and powered by persistence, a career at arenaflex offers the rigor to make a difference and the fulfillment that comes with living the #NetworkLife.

Role Overview – Senior Director, Customer Success Strategy

We are seeking a visionary leader to craft and execute a long‑term, customer‑centric strategy that elevates the sales and service experience across all Customer Success channels—including Inside Sales, Mobile Customer Success, and the arenaflex broadband portfolio. This role will shape the future of how arenaflex engages with both external customers and internal employees, translating deep insights into measurable business value.

Key Responsibilities

• Strategic Planning: Own, develop, and execute a 3‑5‑year strategic roadmap for the Customer Success organization, focusing on premium service quality, revenue growth, and operational efficiency.
• Holistic Integration: Align the Customer Success strategy with core initiatives such as Service Excellence, End‑to‑End Case Management, Premium Experience, AI Acceleration, Partner Evolution, and Operational Excellence.
• Executive Partnership: Collaborate with senior leaders across arenaflex—including Corporate Strategy, Marketing, Finance, Retail & Partner Management—to ensure the CS roadmap dovetails with the broader corporate vision.
• Thought Leadership: Provide innovative insights, benchmark research, and strategic recommendations that influence product design and frontline service delivery.
• Solution Development: Lead analysis and solution design for critical business challenges, unlocking new growth, value, and efficiency opportunities.
• Executive Communication: Deliver concise, compelling storylines and strategy updates to CS SVP/VPs, board members, ELT meetings, and other senior forums.
• Team Leadership: Manage a high‑performing, hybrid team of 14‑15 problem‑solvers (including 2‑3 direct reports), fostering a culture of collaboration, accountability, and continuous improvement.
• Cross‑Functional Collaboration: Partner with Operations, Marketing, Finance, GTS, HR, and other arenaflex business units to drive strategic initiatives to successful execution.
• Decision Enablement: Maintain awareness of critical decision points, facilitate timely decision‑making, and raise escalations to ensure smooth workflow.
• Long‑Range Planning: Lead integrated planning processes that predict key milestones, meetings, and events, ensuring alignment with corporate objectives.
• Executive Support: Work closely with the SVP’s Executive Assistant to manage scheduling, commitments, and strategic priorities.

Essential Qualifications

• Bachelor’s degree (Master’s preferred) or equivalent senior‑level experience.
• Proven track record in strategic planning and operational leadership for large‑scale, complex projects.
• Demonstrated ability to develop, launch, and transition multi‑disciplinary strategic initiatives into operational reality.
• Strong influence and engagement experience with senior leadership, including VPs and C‑suite executives.
• Commercial and financial acumen with robust analytical, quantitative, and critical‑thinking capabilities.
• Exceptional managerial, communication, and interpersonal skills.
• Deep understanding of wireless industry trends, competitive dynamics, and key business drivers.
• Experience with sales and service call‑center operations (preferred).
• Ability to delegate authority effectively, leveraging team strengths to maximize impact.
• Excellent organizational skills with a proven ability to articulate ideas to diverse audiences.
• Strong logical reasoning, problem‑solving, and data‑driven decision‑making.
• Flexibility to thrive in a fast‑paced, dynamic environment with shifting priorities.

Preferred Qualifications & Attributes

• Fearlessly creative – you have delivered end‑to‑end customer‑centric projects and can present bold, influential solutions.
• Passionate problem‑solver – you turn data into insights and insights into actions, letting numbers tell the story at every level.
• Strategic thinker with tactical execution – you set broad goals and break them into achievable steps that drive immediate and future impact.
• Resourceful collaborator – you build cohesion across diverse teams, motivating people even when differences arise.
• Self‑starter entrepreneur – you take ownership of your domain, push ideas forward, and enjoy the journey.
• Adaptable and open‑minded – you pivot gracefully amid changing priorities, integrating new philosophies and best practices into the holistic plan.

Core Skills & Competencies

• Strategic Vision: Ability to envision long‑term customer success pathways and translate them into actionable roadmaps.
• Analytical Rigor: Proficiency in quantitative analysis, forecasting, and performance measurement.
• Leadership Presence: Strong executive presence, capable of influencing senior stakeholders and driving consensus.
• Communication Excellence: Clear, persuasive written and verbal communication tailored to varied audiences.
• Cross‑Functional Agility: Seamless collaboration with product, technology, finance, and operations teams.
• Customer Empathy: Deep understanding of customer and employee needs, translating empathy into strategic advantage.
• Innovation Mindset: Curiosity to explore emerging technologies (AI, automation) and embed them into the CS experience.

Career Growth & Development Opportunities

At arenaflex, senior leaders are empowered to shape the future of the business. In this role you will:

• Gain visibility with the executive leadership team and board, positioning yourself as a key strategic partner.
• Lead transformational initiatives that directly impact revenue, brand perception, and operational excellence.
• Access continuous learning programs, mentorship from industry veterans, and sponsorship for advanced certifications.
• Expand your influence across global markets, collaborating with regional teams to drive unified customer success strategies.
• Prepare for future C‑suite opportunities, such as Chief Customer Officer or VP of Global Services, through demonstrated success.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your professional ambitions and personal well‑being, including:

• Base salary ranging from $192,000 to $357,000 annually (adjusted for location and experience).
• Performance‑based incentives and long‑term equity awards.
• Comprehensive health, dental, and vision plans.
• Generous 401(k) matching and retirement planning resources.
• Paid time off, parental leave, adoption assistance, and flexible work arrangements.
• Tuition reimbursement, professional development budgets, and access to industry conferences.
• Employee assistance programs, wellness initiatives, and a vibrant employee resource group network.

Work Environment & Culture at arenaflex

Our hybrid model blends collaborative office days with remote flexibility, allowing you to work from home while maintaining regular in‑person interaction (minimum eight office days per month). arenaflex champions diversity, equity, and inclusion; we celebrate differences in race, color, religion, gender identity, sexual orientation, age, disability, veteran status, and more. Our inclusive culture fosters authenticity, belonging, and empowerment, ensuring every voice is heard and valued.

Why Join arenaflex?

By joining arenaflex, you become part of a purpose‑driven organization that is reshaping how the world connects. You will lead a talented, diverse team, influence strategic direction at the highest level, and drive tangible outcomes that improve the lives of millions. If you are ready to combine strategic brilliance with a passion for customer success, we invite you to apply and help us build the next chapter of arenaflex’s legacy.

Application Process

Ready to make an impact? Click the link below to submit your application and start your journey with arenaflex.

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