**Experienced Customer Relations Lead – Venture Fund Management and Operations**

At arenaflex, we're accelerating innovation by increasing the number of successful startups in the world. Our mission is to give more people the opportunity to participate in the venture economy by building the financial infrastructure that makes it possible for more people to invest in world-changing startups. We're innovating on the financial infrastructure for venture investors and the startups they invest in, and we're looking for a talented Customer Relations Lead to join our team. **About the Role** As a Customer Relations Lead at arenaflex, you'll be responsible for managing a team of Account Managers and Associates who support our core customers: venture fund managers (GPs). GPs rely on arenaflex to run every operational aspect of their fund, from formation and fundraising to financial reporting and wind-down. This role is based in-office, in New York City, and you'll be expected to come into the office at least two to three times per week. **Key Responsibilities** * Lead, coach, and manage a team of Account Managers and Associates responsible for GP onboarding, enablement, and lifecycle management across fund types. * Personally own key customer accounts, engaging with high-value GPs to deliver proactive, strategic support across fund lifecycles. * Oversee operational execution, ensuring high task throughput, strong SLA adherence during peak seasons, and timely incident resolution. * Drive GP retention and satisfaction by monitoring key health metrics (e.g., NPS, CSAT, churn) and intervening early to de-risk issues. * Act as the Incident DRI (Directly Responsible Individual) for customer-impacting issues, coordinating internal teams and driving to resolution with clear external comms. * Identify and help resolve systemic issues across product, tax, and ops workflows to improve the customer experience and contribute to revenue growth. * Set the standard for what “great” looks like across every customer touchpoint. * Co-create a scalable team with the head of function, removing operational obstacles and reducing redundant manual effort, with the goal of improving the ratio of reactive to proactive work. **What We're Looking For** * 5+ years of client-facing account management experience, including 2+ years managing a team. Proven ability to develop and nurture talent to retain team members and create clear development pathways. * Operational fluency, ideally in fund administration, financial services, or a similarly complex domain. You understand how service delivery, metrics, and product systems intersect, and you can manage all three. * Commercial acumen, with exposure to contracting nuances including repricing and renewal support. * Proven ability to lead through ambiguity, prioritize ruthlessly, and take initiative to improve or build process. * Experience managing incidents, communicating with stakeholders, and driving cross-functional alignment. * Strong judgment and problem-solving skills; you see around corners and act proactively. * High standards for execution and a bias for action; you don’t just see what’s broken, you take ownership and resolve it. * Deep empathy for customers and a belief that support should be a strategic differentiator. * A strategic business mindset to balance competing priorities and navigate the pace of a fast-moving startup. * Highly Desired: familiarity with venture capital, fund operations, or LP/GP dynamics. **Additional Information** * If you don’t tick every box above, we’d still encourage you to apply. We’re building a diverse team whose skills balance and complement one another. * arenaflex has offices in two hub cities: San Francisco and New York City. This role will be based in the NYC office. * Benefits: We support our employees in their lives both inside and outside of work. See additional detail on our benefits here: https://arenaflex.com/benefits * Working at arenaflex: At arenaflex, we are united in our purpose to accelerate innovation and build the future of private markets. Our beliefs and values shape how we work, collaborate, and create impact. If the below resonate, we’d love to have you with us. * Beliefs: https://arenaflex.com/beliefs * Values & Leadership Expectations: https://arenaflex.com/values **Why Join arenaflex?** * Accelerate innovation and build the future of private markets. * Work with a talented team of professionals who share your passion for innovation and customer satisfaction. * Develop your skills and expertise in a fast-paced and dynamic environment. * Enjoy a comprehensive benefits package and a competitive salary. * Make a meaningful impact on the venture economy and the startups that are changing the world. **How to Apply** If you're a motivated and experienced professional who is passionate about customer relations and venture fund management, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. Apply for this job