Job Description
Are you ready to revolutionize the healthcare industry with cutting-edge AI technology? Do you have a passion for delivering exceptional customer experiences and driving business growth? Look no further! Arenaflex is seeking an experienced Full Stack Technical Customer Success Manager to join our team and help shape the future of healthcare. **About Arenaflex** Arenaflex is a pioneering company that's changing the face of healthcare with its innovative AI-driven solutions. Our mission is to empower healthcare professionals with the tools they need to provide exceptional care, while reducing administrative burdens and improving patient outcomes. With a team of talented individuals from diverse backgrounds, we're committed to creating a world where everyone has access to quality healthcare. **The Role** As a Technical Customer Success Manager, you'll play a critical role in bridging the gap between our customers and our AI and Product teams. You'll work closely with healthcare professionals, developers, and partners to ensure seamless integration of our AI solutions into their workflows. Your expertise will help drive successful onboarding processes, troubleshoot technical issues, and foster long-term relationships with our customers. **Key Responsibilities** * Orchestrate and expand customer and engineering partner relationships, including managing customer interactions/stakeholders, and strategizing technical account growth * Support the go-to-market (GTM) teams in bolstering technical customer relationships and fostering long-term commitments with realistic expectations and plenty of excitement * Collaborate daily with our Product team as well as GTM teams * Take full ownership of onboarding our customers, managing the transition effectively integrate our API platform and ensuring they get the most out of our products * Act as primary technical point of contact for customers, proactively troubleshoot and resolve technical issues, coordinating with internal teams to diagnose, escalate and resolve complex problems * Promote healthy usage metrics and create stickiness by understanding where our customers could benefit from additional services or solutions **What We Imagine Colleagues Will Say About the Successful Customer Success Manager** * An Exceptional Communicator: "They are an exceptional communicator, seamlessly bridging the gap between customers and our internal teams during the sales process." * A Real Revenue Driver: "Their efforts have significantly contributed to upselling and expanding our customer base, boosting our revenue and growth." * A Technical Problem Solver: "They have a remarkable ability to understand complex technical challenges and work with customers to solve problems, even in highly complex environments." * A Technical Advocate: "They have an in-depth understanding of AI and are able to guide both customers and product teams through technical discussions, ensuring smooth collaboration and the successful adoption of AI solutions." * A Strategic Thinker: "They have a strategic mindset, constantly finding ways to improve customer satisfaction and drive product adoption." * An Organizer: “They are so organized and get things written down and shared so we all know where to march and what to be focused on.” * A Tech Nerd: “They have a great ability to understand and disseminate technical concepts and get even the hardiest gatekeeper excited about spending more time with a product or AI expect”. **On Your Three-Month Review, What Will You Probably Be Showcasing Results Like?** * Taking a signed customer through a seamless onboarding phase forward to scalable adoption & roll-out * Every interaction with current partners and customers is anchored in a plan to create “moments that matter,” building loyalty and strong relationships. * Demonstrate technical expertise by addressing complex technical queries and managing the integration of Corti’s AI tools into partner systems and workflows. * Every important customer onboarded to date knows your name and is on a positive trajectory. You have taken full ownership of customer and partnership relationships. * You are handling the entire onboarding, training, and rollout independently, with primary support from Product * The go-to-market team frequently includes you in meetings because they know your presence enhances the customer experience. * HubSpot, ClickUp, Linear, and Notion are cleaner and more up-to-date than ever before. * You have improved our customer relationships metrics, and maybe even made your first upsell. **What Will You Experience at Arenaflex?** * If you are successful and customers get onboarded, they will have more time with patients, make fewer mistakes, have more mandate, and be under less pressure. This kind of impact will make you sleep better. * You’ll get to help redefine how we work with AI, which is the biggest challenge we face as a society in decades to come, giving you unique experiences and skills. * You’ll learn much more about machine learning, generative AI, healthcare, product, and commercial excellence, making you a powerhouse on stage at a conference and a tech connoisseur at every dinner table. * You’ll work in a multidisciplinary company with over 20 nationalities anchored in a flat meritocracy. * You’ll work with some of the smartest people you have met, who have all left fantastic jobs to work precisely here. We do not recruit, we court. **You'll Thrive in This Role If You:** * 5+ years of experience in technical customer success, partnership success, or a similar role with strong focus on troubleshooting and technical problem-solving, preferably B2B or SaaS space * Fluency in English and German (min. C1) is required * Excellent communication and interpersonal skills, effectively navigating internal and external challenges. * Demonstrated ability to drive successful onboarding processes with quick time to value for customers & partners * Deep understanding of AI and technical concepts and the ability to articulate these concepts to a technical audience, including engineers, developers, and IT teams. * Strong communication skills with an ability to convey complex concepts to diverse audiences. * Proven ability to manage and influence cross-functional teams without formal authority * Thrive in a fast-paced, demanding, and dynamic environment. **Your Success Will Be Measured On:** * Time to first value for customers * Customer Retention Rates * Annual Recurring Revenue (ARR) through upsell and conversion **Practicalities:** * The role sits in the Commercial team * The position reports to the Head of Customer Experience * The position is full-time * Role is remote in Europe and working Central European time zone **Ready to Dive into the World of Arenaflex?** Hit that 'Apply' button, and let's start working together on reshaping the dialogue in healthcare, making a real difference for millions of patient outcomes around the world. **Arenaflex is an Equal Opportunity Employer** Bringing in top talent from all backgrounds is crucial in our pursuit to improve the world of healthcare. We encourage applications from all people and do not discriminate based on race, religion, national origin, gender, sexual orientation, age, and/or disability status. **At Arenaflex, Experience Comes in Many Forms** We’re passionate about creating teams with a multitude of perspectives! If you believe your experience is close to what we’re looking for but not an exact match, we still hope you’ll consider applying! Apply for this job