Experienced Full Stack Customer Success Manager – Senior Living – Remote, USA

At arenaflex, we're on a mission to revolutionize the way healthcare providers deliver care to their patients. As a leading North American healthcare technology platform, we're committed to empowering our clients with the tools and expertise they need to succeed in a rapidly changing healthcare landscape. Our team is passionate about making a meaningful impact on the lives of vulnerable populations, and we're seeking a talented and experienced Customer Success Manager to join our ranks.

• *About arenaflex**

arenaflex is a dynamic and innovative company that's been at the forefront of healthcare technology for over 20 years. With a team of over 2,200 employees, we've grown exponentially and have been recognized as one of the top 100 private cloud companies by Forbes. Our commitment to creating a world where providers and plans can confidently deliver frictionless care has earned us a reputation as a leader in the industry. We're proud to be a part of a vibrant culture that empowers our employees to thrive and grow, both personally and professionally.

• *Join our team and make a real impact**

As a Customer Success Manager at arenaflex, you'll have the opportunity to work with a talented team of professionals who are passionate about making a difference in the lives of our clients and their patients. You'll be responsible for managing and providing world-class partnerships to our clients, ensuring they're optimizing the use and value of our solutions. If you're a seasoned professional with a background in business consulting and enterprise knowledge, we want to hear from you.

• *Key Responsibilities**

As a Customer Success Manager at arenaflex, your key responsibilities will include:

• Building, growing, and expanding client relationships at all levels, including C-Suite
• Demonstrating a fluid understanding of all market segments and lines of business by contributing to cross-functional initiatives and discussions
• Advanced understanding of product, industry, and company, and applying a prescriptive approach to relevant value-based customer conversations
• Leveraging arenaflex's Customer Success methodology and exceptional communication skills to build a comprehensive strategy to align on customer initiatives, goals, and outcomes
• Developing joint customer success plans that include agreed-upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines, and communication
• Eliminating barriers to customer advocacy and expansion
• Facilitating Executive Business Reviews with between economic decision makers and arenaflex executive sponsors to drive business alignment on desired outcomes
• Working as a Trusted Advisor to provide strategic guidance and a path to value with Customer Executive Leadership and internal account teams
• Working cross-functionally with internal teams to maximize expansion, adoption, and retention of tools
• Exceptional balance of revenue growth and retention outcomes
• Working closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to achieve organizational goals
• Providing early warning and turnaround strategies that focus on customer health and mitigate churn
• Acting as a point of escalation, when required, to help manage customer expectations, and developing Save plans for at-risk accounts
• Advocating on behalf of accounts with other departments in arenaflex by developing positive internal working relationships
• Building and maintaining a portfolio of reference accounts
• Demonstrating empathy in all customer dealings
• Consistently demonstrating tact and confidence when engaging in difficult conversations
• Leading strategic Customer Success initiatives
• Onboarding and providing mentorship to new team members to the Customer Success Organization
• Effective working with multiple levels of the customer organization
• An excellent communicator/speaker able to quickly gain buy-in
• Flexible when facing tough calls and embracing difficult conversations
• Dedicated to meeting customer and company expectations
• Conveying outcomes and objectives timely via written documentation
• Exceeding all KPI targets, including NRR, while maintaining strong client relationships
• Completing CSM Certification within 12-months of hire
• *Required Experience**

To be successful in this role, you'll need:

• A passion for the future of work and a commitment to working with teammates to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations
• Experience in a customer-facing role within a SaaS/tech company
• Experience in a Healthcare Sales/Account Management/Customer Success Manag

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