Job Description
At arenaflex, our mission is to empower healthcare providers to deliver exceptional care. As a leading health tech company, we're committed to innovation, growth, and making a lasting impact in the lives of millions. With a strong focus on customer success, we're seeking an experienced Customer Success Manager to join our team for a 15-month contract. As a Customer Success Manager at arenaflex, you'll play a critical role in managing and providing world-class partnerships to our clients, ensuring they're optimizing the use and value of our solutions. You'll work closely with our clients to understand their objectives, align those with our solutions, and provide guidance to achieve successful and valuable outcomes. **About arenaflex** arenaflex is a leading health tech company that's founder-led and privately held. We empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We're recognized by Forbes as a top private cloud company and honored as one of Canada's Most Admired Corporate Cultures. **Our Culture** At arenaflex, we empower our people to be the architects of a smarter healthcare future – one that's human-first and accelerated by AI to create meaningful and lasting change. We harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. **Key Responsibilities** As a Customer Success Manager at arenaflex, your key responsibilities will include: * Building, growing, and expanding client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization (administration, IT, clinical, financial, etc.) * Speaking to all market segments/lines of business and making recommendations that impact the business holistically * Leveraging product and industry knowledge to clearly communicate the company vision and meet customer goals * Maintaining an understanding of arenaflex's products & services, industry knowledge, and trends to drive customer engagement * Developing and executing strategic account plans (Success Plans), identifying organizational goals, and providing guidance to clients to achieve successful and valuable outcomes * Conducting business reviews (Success Reviews) with key contacts/decision makers to drive further adoption and increase value of arenaflex solutions * Working with clients to understand their objectives and align those with arenaflex solutions * Consulting with clients to solve problems by having value-based conversations * Working cross-functionally with internal teams to advocate on behalf of customers, as well as maximize expansion, adoption, and retention of subscriptions to make our customers successful and ensure their requests are prioritized and addressed * Working closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to make our customers successful * Proactively providing early warning and turnaround strategies that focus on customer health and mitigate churn * Acting as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts * Demonstrating empathy in all customer dealings * Communicating effectively to quickly gain buy-in from internal and/or external stakeholders * Flexible when facing tough calls and embracing difficult conversations * Conveying outcomes and objectives timely via written documentation * Meeting and exceeding KPIs while maintaining strong client relationships * Completing CSM Certification within 12-months of hire **Required Experience** * You are passionate about working with teammates and customers to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations * Experience in a Customer Success role managing a book of business, preferably in the healthcare SaaS space * Strong customer orientation focused on delivering customer outcomes * Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments * Proven track record of sustaining and growing relationships and delivering results * Excellent communication and presentation skills * Good analytical and problem-solving skills * Strong leadership ability and collaborative working style * Experience using a CRM tool (Salesforce and/or Gainsight) **Preferred Experience** * EHR experience * Long-term post-acute care domain knowledge is an asset * Experience presenting to and building relationships with executives **Contract Terms** * This role is to cover a maternity leave from December 2025 through March 2027 * Start date would be November 3rd, 2025 * Hourly Rate: $47 - $51 USD * Contractors at arenaflex are paid hourly, and are not eligible for benefits or paid time off. In addition to the hourly rate, you'd be paid 4% per hour to make up for those benefits you aren't receiving. **arenaflex Benefits & Perks** * Benefits starting from Day 1! * Retirement Plan Matching * Flexible Paid Time Off * Wellness Support Programs and Resources * Parental & Caregiver Leaves * Fertility & Adoption Support * Continuous Development Support Program * Employee Assistance Program * Allyship and Inclusion Communities * Employee Recognition … and more! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer. We welcome and encourage applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations. **Privacy Policy** When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how arenaflex uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact arenaflex’s human resources team: [email protected] **Information Security** arenaflex is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information. If you're passionate about working with teammates and customers to make a meaningful impact in the lives of millions, we encourage you to apply for this exciting opportunity. Apply for this job