Job Description
At arenaflex, we're revolutionizing the healthcare industry with our cutting-edge clinical AI platform. Our mission is to empower hospitals to analyze the complete record of every patient, unlocking the full value of care delivered. As a Customer Success Manager, you'll play a vital role in ensuring our health system clients thrive with our solution. If you're passionate about delivering exceptional customer experiences, driving business growth, and making a meaningful impact in the healthcare sector, we want to hear from you! **About arenaflex** arenaflex is a pioneering company founded by physicians in 2020. Our proprietary AI platform understands the nuances of clinical reasoning, enabling hospitals to true the patient record for every discharge. By doing so, hospitals can recover millions in earned revenue, enhance care quality metrics, and optimize healthcare operations. We're a remote-first team, working together to create a better future for healthcare. Join us in our mission to transform the industry! **What You'll Do** As a Customer Success Manager at arenaflex, you'll be responsible for managing a portfolio of existing, "live" customers on our platform. Your primary focus will be on developing deep relationships with customers at all levels, acting as their trusted advisor, and providing guidance and knowledge to help them achieve their business objectives. You'll be a key contributor to team tools, templates, and processes, such as implementation plans, CS playbooks, and customer onboarding processes. Some of your key responsibilities will include: * Managing a portfolio of existing customers on the arenaflex platform * Developing deep relationships with customers at all levels, acting as their trusted advisor, and providing guidance and knowledge to help them achieve their business objectives * Being a key contributor to team tools, templates, and processes, such as implementation plans, CS playbooks, and customer onboarding processes * Leading hand-offs from Sales to CS, through implementation and go-live * Coordinating with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customers * Monitoring client performance, reporting on financial impact to customer executives, driving product expansion, and working with sales to execute renewals * Identifying actionable insights by combining your understanding of customer needs, revenue cycle operations, and healthcare data * Delivering customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocating for solutions and product enhancements * Surfacing customer success stories, and helping build a list of reference customers * Coordinating implementation with clients and internal teams to ensure a successful launch, if necessary **What You Bring** To succeed in this role, you'll need to bring the following skills and experience: * 3-5+ years of experience working in customer success or account management with hospital and/or health system clients * Hospital revenue cycle experience is essential! * You take radical ownership over troubleshooting problems * Capable of being both detail-oriented and a big picture thinker, and can tailor communications by appropriately zooming in or zooming out * You are gracious, empathetic, and excellent in written and verbal communication * You love to say "yes," but you know how to say "no," offer alternative solutions, and have difficult customer conversations in a respectful manner * You thrive in ambiguous roles and can use critical thinking skills to "figure it out" * You love variety and are able to wear multiple hats within the same or multiple projects: PM, CSM, trainer, process designer, QA **Nice to Haves** While not required, the following skills and experience would be a plus: * Prior experience at a startup, especially as an early member of a new Customer Success team * Experience using Jira to create and manage tasks and issues * Strong experience with data analytics **Compensation and Benefits** As a valued member of our team, you can expect: * $120K to $155K base salary + equity incentives * Comprehensive medical, dental, and vision plans, covering 90-100% of your premiums and 70-90% for dependents, depending on the plan * One Medical Membership – Free membership included if you enroll in an arenaflex medical plan * Paid parental leave – Up to 12 weeks of paid leave for birth or adoption * Remote-first team – Work from anywhere in the U.S. with a $400 home office reimbursement stipend * Unlimited PTO and 10 holidays, including 4 floating holidays * Learning and development budget – $500 per year (prorated) for courses, books, and resources to expand your skills * 401(k) with traditional and Roth options – Tax-advantaged retirement savings through Empower * Minimal bureaucracy – A fast-moving, high-impact environment where you can focus on what matters * Incredible teammates! – Work alongside smart, supportive, and mission-driven colleagues **Join Our Team** If you're passionate about delivering exceptional customer experiences, driving business growth, and making a meaningful impact in the healthcare sector, we want to hear from you! Apply now to become a part of our dynamic team at arenaflex. Apply for this job