Job Description
At arenaflex, we're revolutionizing the home and community-based care industry with our cutting-edge technology platform. Founded in 2008, arenaflex has been at the forefront of transforming the healthcare space by connecting patients, personal care providers, managed care organizations, and states in a seamless ecosystem. Our mission is to empower individuals to thrive in their homes and communities, and we're seeking a dynamic leader to join our team as a Manager, Customer Success. **About the Role** As a Manager, Customer Success at arenaflex, you'll lead and develop our growing team of Customer Success Managers in a player-coach capacity. This dual role requires a modern leader who can effectively balance hands-on customer relationship management with team development, managing both emerging professionals and seasoned individual contributors while driving innovation through AI adoption and proactive customer success strategies. You'll be responsible for fostering a culture of proactive customer engagement, driving exceptional customer outcomes, and maximizing net retention. **About arenaflex** arenaflex is a leading technology platform for home and community-based care. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states. We're committed to creating a culture of innovation, collaboration, and customer-centricity, and we're seeking a leader who shares our vision. **Key Responsibilities** As a Manager, Customer Success at arenaflex, you'll be responsible for: * Leading, coaching, and mentoring a team of Customer Success Managers, fostering a high-performance, collaborative, and customer-centric culture. * Directly managing a small cohort of arenaflex's most strategic enterprise accounts, overseeing the full lifecycle from adoption and value realization through renewal and expansion. * Guiding the team in managing their portfolios, ensuring effective execution of the full customer lifecycle, including onboarding, adoption, value realization, renewal, and expansion. * Defining and managing team objectives and key results (OKRs) for both team-wide and individual (including your own strategic accounts) performance. * Building and maintaining strong relationships with key internal stakeholders (Sales, Product, Implementation, Support leadership) and effectively representing the Customer Success function. * Championing the use of generative AI and other innovative tools within the Customer Success team and in your own strategic account management. * Continuously evaluating and refining customer success processes, methodologies, and playbooks to ensure efficiency and scalability for both individual strategic account management and team operations. * Aggregating and synthesizing customer feedback from the team and your direct accounts to provide actionable insights to Product, Sales, and Marketing, driving product improvements and a better customer experience. * Providing expert guidance and support to CSMs on complex customer issues and strategic account planning, drawing from your direct experience managing strategic clients. * Utilizing data and analytics to monitor customer health trends, team performance, and the success of your strategic accounts, identifying areas for proactive intervention or strategic focus. **Other Responsibilities** * Other duties as assigned by supervisor or arenaflex leader. * Travel 10-25%, including overnight travel. **Requirements** To be successful in this role, you'll need: * A Bachelor's degree in a related field or equivalent practical experience. * Proven experience (5+ years) in Customer Success, Strategic Account Management, or a related client-facing field within the enterprise SaaS industry, with at least 3 years in a direct people management or team lead role. * Demonstrated success in both leading/coaching high-performing Customer Success professionals (catering to various experience levels) AND directly managing and growing complex, strategic enterprise accounts. * Strong understanding of Customer Success principles, methodologies, and best practices, with a track record of driving high customer retention and growth in both individual and team capacities. * Deep expertise and practical experience in leveraging generative AI tools and prompt engineering; ability to lead and train a team on effectively utilizing these technologies while also applying them in personal account management. * Exceptional executive presence, communication, and presentation skills, with the ability to articulate value and influence senior internal and external stakeholders. * Proven ability to develop and implement strategic initiatives, manage complex projects, and drive change within a customer-facing organization. * Experience with Customer Success platforms (e.g., Gainsight), CRM systems (e.g., Salesforce), and data analysis tools. * Experience in the healthcare technology sector, particularly with Medicaid programs, is highly advantageous. * Strong analytical, problem-solving, strategic thinking, and prioritization skills, with the ability to effectively balance leadership responsibilities with individual account management. * Ability to thrive in a fast-paced, dynamic environment. **What We Offer** * A competitive base salary range of $105,000 - $150,000, not including variable compensation. * An employee's exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the arenaflex core values. * Benefits-eligible position with competitive health plans, paid time-off, company-paid holidays, 401K retirement program with a Company elected match, and other company-sponsored programs. * Equal-opportunity employer with a commitment to diversity, equity, and inclusion. **How to Apply** If you're a motivated and experienced leader who is passionate about customer success and innovation, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. Apply for this job