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, recover millions in earned revenue, enhance care quality metrics, and optimize healthcare operations. As a Senior Manager, Customer Success, you'll play a vital role in ensuring our health system clients have a positive experience with arenaflex. If you're passionate about delivering exceptional customer success, have a deep understanding of hospital revenue cycles, and thrive in a fast-paced, dynamic environment, we want to hear from you. **About arenaflex** arenaflex is a pioneering healthcare technology 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. Our team is comprised of smart, supportive, and mission-driven individuals who are passionate about making a meaningful impact in the healthcare industry. **Responsibilities** As a Senior Manager, Customer Success, you'll be responsible for managing a portfolio of existing, "live" customers on the arenaflex 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 partner with the VP of Customer Success to develop 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, "live" 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 * Partnering with the VP of Customer Success to develop 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 * 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 **Your Qualities** To succeed in this role, you'll need to possess a unique blend of skills, experience, and qualities. Here are some of the key requirements: * 8-10+ 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-Have Qualifications** While not essential, the following qualifications would be a plus: * Healthcare administration, revenue cycle, or hospital billing experience * Prior experience at a startup—especially as the first Customer Success Manager on a team * Experience using Jira to create and manage tasks and issues * Strong experience with data analytics **Compensation and Benefits** As a Senior Manager, Customer Success at arenaflex, you can expect a competitive compensation package, including: * $155K to $185K base salary + equity incentives * Comprehensive medical, dental, and vision plans with leading insurance providers * 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 + 10 holidays – 4 of which include floating holidays so you can recognize the days that matter most to you * 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 **Why Join arenaflex?** At arenaflex, we're passionate about making a meaningful impact in the healthcare industry. We're committed to delivering exceptional customer success, and we're looking for talented individuals like you to join our team. If you're passionate about delivering exceptional customer success, have a deep understanding of hospital revenue cycles, and thrive in a fast-paced, dynamic environment, we want to hear from you. **How to Apply** If you're ready to take your career to the next level and join a team of passionate, mission-driven individuals, apply now! Apply for this job