Experienced Customer Success Manager – Digital Inbound (9 Month Contract)

At arenaflex, we're committed to revolutionizing the healthcare technology landscape by empowering meaningful care collaboration and real-time patient insights. As a leading North American healthcare technology platform, we've been driving innovation for over 20 years, with a team of over 2,200 employees working tirelessly to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada's Most Admired Corporate Cultures, arenaflex is leading the way in creating cloud-based healthcare software that transforms the way providers and plans deliver frictionless care. We're not just a company – we're a community of passionate individuals driven by a higher purpose. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you'll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. Join us and be part of a team that is making a real difference.

About the Role:

We're seeking an experienced Customer Success Manager to join our Digital Customer Success team on a 9-month contract basis. As a trusted advisor to our customers, you'll play a critical role in driving adoption of our solutions and ensuring they leverage the solution to achieve their objectives, leading to full business value for the customer and high retention rates and net promotor scores for arenaflex.

Key Responsibilities:

• Respond to inbound customer success inquiries, leveraging correspondence via a case management application to provide timely and effective support to our customers.

• Act as a trusted advisor to our customers to drive adoption of our solutions and ensure they leverage the solution to achieve their objectives, leading to full business value for the customer and high retention rates and net promotor scores for arenaflex.
• Prepare a monthly analysis of customer engagement strengths, including progress towards KPI attainment to inform strategic decision-making.
• Maintain an understanding of arenaflex's products & services, industry knowledge and trends to drive customer engagement and identify opportunities for growth.
• Coordinate with cross-functional teams to provide solutions and ensure seamless customer experience.
• Reduce product and logo churn through effective risk identification management and mitigation.
• Help customers identify how arenaflex products can solve critical business challenges and provide strategic guidance to drive business outcomes.
• Work closely with customer account team to provide a holistic and strategic approach to help clients meet objectives.
• Other criteria as determined by Customer Success Manager Leadership team.

Required Experience:

• Ability to manage a high-volume portfolio through prioritization, attention to detail and a sense of urgency.

• Experience with SalesForce, Gainsight and NetSuite an asset.
• Exposure to LTC (Long Term Care) industry/technology or experience with EHR (Electronic Health Records).
• Strong written and verbal communication skills.
• Excellent organizational, project management & time management skills.
• Strong relationships, teamwork, and collaboration capabilities.
• Strategic thinking with strong analytical skills.

Preferred Qualifications:

• Proven track record of driving customer success and retention in a SaaS or healthcare technology environment.

• Experience working with cloud-based healthcare software and understanding of industry trends and challenges.
• Strong understanding of customer success metrics and KPIs, including net promotor scores and retention rates.
• Ability to analyze complex customer data and provide strategic insights to inform business decisions.
• Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines.

What We Offer:

• Competitive hourly rate of $45 - $48 per hour.

• Opportunity to work with a leading healthcare technology company and make a real impact on the industry.
• Collaborative and dynamic work environment with a team of passionate and dedicated professionals.
• Professional development opportunities and training to help you grow in your career.
• Flexible work arrangements and remote work options.

About arenaflex:

arenaflex is an equal opportunities employer committed to diversity and inclusion. We welcome applications from people with disabilities and will provide accommodations as needed to ensure equal access to all aspects of the selection process. If you require any accommodations, please contact our recruitment team at [email protected].

How to Apply:

If you're passionate about customer success and want to join a team that is making a real difference in the healthcare industry, apply now to this exciting opportunity. Don't miss out on the chance to work with a leading healthcare technology company and advance your career in a dynamic and collaborative environment. Apply to this job Apply To this Job Apply for this job