Job Description
At arenaflex, our mission is to create groundbreaking solutions that increase efficiency, safety, and visibility for health systems, hospital pharmacy, and pharmaceutical manufacturers. We empower our customers to deliver the right medicine to the right patient at the right time, every time. As a high-growth healthcare information technology company with a start-up 'vibe' but over 2,000 customers using our proven solutions, we're looking for a talented and driven individual to join our team as a Healthcare Customer Success Manager. **The Opportunity** We're seeking an experienced Healthcare Customer Success Manager to grow trusted relationships with our hospital customers and ensure their long-term success. As a key member of our customer success team, you will own the day-to-day relationship with a book of customers and maintain a holistic, data-driven view of their overall experience with every team and arenaflex solution. You will interface with customers, build relationships across the customer organization, specifically at the Executive-level, and leverage these relationships to improve product utilization, demonstrate and communicate product value, and ensure overall satisfaction is achieved and maintained over the long term. **Core Responsibilities:** * Develop Healthcare Executive Relationships and present Executive Business Reviews (EBRs) * Build trusted relationships with healthcare executives and key stakeholders within the customer organizations to understand their strategic goals, drive product adoption, and achieve customer-defined outcomes * Conduct regular business reviews with healthcare executive-level stakeholders, and ensure all value assumptions remain valid and the relationship is producing value and return * Proactively analyze gaps between current state and optimal state and effectively communicate recommendations that lead to value * Track and report on key metrics for customer **Customer Service Responsibilities:** * Be knowledgeable in the entire product suite/all lines of business, function as the lead contact and advisor to customers about solutions, best practices, and guide them to the right person/team to support them as needed for specific requests * Influence future lifetime value through higher product adoption, user growth, customer satisfaction, documented ROI, and overall health scores * Vary service approach based on customer segmentation and delivery playbooks * Identify customer expectations and desired outcomes at the different levels/roles within the organization and create success plans that align use cases with customer objectives * Drive escalation of client issues and potential risk, quarterback the risk mitigation process, and ensure successful resolution of issues * Acquire and maintain customer references * Monitor and respond to NPS survey feedback and Customer Health scores * Work cross-functionally with Renewals Specialist to secure renewals, identify new revenue opportunities, and identify areas of renewal risk * Achieve annual renewal and growth targets in partnership with Renewals Specialist **Requirements:** * Bachelor's degree or equivalent work experience * 3+ years of Customer Success, Account Management, or similar customer-facing role within a high-growth SaaS company * 3+ years of B2B Healthcare company experience in Account Management or Customer Success **Core Competencies:** * The ideal candidate brings 3+ years of healthcare Customer Success experience that includes effective management of a large customer pool with SaaS contracts above $100k * Demonstrates an ability to balance strong, consultative customer service and consistently achieve performance metrics * Serves as the face of arenaflex, so it is critical the candidate demonstrates a clear and energetic communication style that is effective at both the executive and end-user level of an organization * A self-starter with a history of success, multiple examples of taking initiative, and the ability to succeed in a fast-paced, high-pressure environment **Why arenaflex?** arenaflex's culture is built on innovation and teamwork. There's room to grow and opportunities to take initiative. You will partner with sharp, motivated teammates looking to disrupt a massive industry—and have fun doing it. We truly believe that where you work and what you do matters. Join us as we revolutionize the hospital pharmacy landscape! **Benefits:** * Competitive salary * Time off when you need it – unlimited vacation days! * Generous insurance coverage * 401k program with a company match * Fun, collaborative culture! **Equal Opportunity Employer:** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive environment where everyone feels valued and respected. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, religion, color, national origin, sex, protected veteran status, disability, or any other basis protected by federal, state, or local laws. **How to Apply:** If you're a motivated and experienced professional looking to join a dynamic team, please submit your application through our website. We can't wait to hear from you! Apply for this job