Experienced Director of Customer Success – Scaling Enterprise Partnerships in Cardiometabolic Care

At arenaflex, we're revolutionizing the standard of care by providing specialized cardiometabolic care to individuals struggling with obesity, diabetes, high blood pressure, and high cholesterol. Our innovative approach combines custom care plans, prescription medications, and expert guidance to empower our members to live healthier lives. As we continue to grow and expand our reach, we're seeking an experienced Director of Customer Success to join our team and play a pivotal role in shaping our customer success strategy.

About arenaflex

arenaflex was founded in 2021 by a team of visionary leaders who have successfully built and scaled businesses in the cardiometabolic healthcare space. With the backing of leading investors like Cigna Ventures, 7Wire Ventures, and Founders Fund, we're poised for rapid growth and expansion. Our mission is to provide personalized, effective, and compassionate care to individuals and families affected by cardiometabolic diseases.

The Opportunity

As our Director of Customer Success, you'll be instrumental in driving client satisfaction, retention, and growth while managing key enterprise accounts. You'll act as a trusted advisor to our largest clients, oversee Customer Success Managers, and collaborate closely with Sales, Product, and Marketing to influence product development and accelerate revenue growth. If you're passionate about making a meaningful impact in a high-growth environment, thrive in dynamic settings, and love building scalable processes, this role is perfect for you.

Key Responsibilities

* Own and nurture relationships with high-value clients, acting as both a strategic advisor and hands-on partner to drive customer success, retention, and business growth.

• Lead the implementation process for new enterprise clients, ensuring seamless onboarding, effective knowledge transfer, and alignment with client goals.
• Develop and execute strategies to increase customer retention, proactively reduce churn, and identify upsell and expansion opportunities.
• Partner cross-functionally with Sales, Product, and Marketing to align customer feedback with business strategy, ensuring insights are translated into actionable improvements and growth initiatives.
• Analyze client performance metrics, forecast strategic trends, and deliver insights that drive engagement, retention, and revenue growth.
• Design, implement, and manage processes and dashboards to optimize customer success operations and provide actionable insights for continuous improvement.
• Proactively identify opportunities to refine customer success and sales alignment processes, enhancing collaboration with internal teams and delivering added value to clients.
• Mentor and develop Customer Success Managers, fostering a culture of continuous learning, accountability, and excellence.

What You'll Need

* Minimum Qualifications: + 5+ years of experience in Customer Success, Account Management, or a related client-facing role, with at least 2 years in a leadership or player/coach capacity. + Proven ability to manage key enterprise accounts, drive customer retention, and identify growth opportunities. + Experience in an early-stage startup or high-growth environment, with the ability to adapt quickly and thrive amidst change. + Strong strategic thinking and execution skills, balancing long-term initiatives with hands-on client management. + Exceptional communication and relationship-building skills, with comfort working closely with C-level stakeholders and cross-functional teams.

• Preferred Qualifications:

+ 7+ years of experience in Customer Success, with 3+ years in a leadership role. + Proven success in scaling Customer Success operations in a startup or growth-stage environment. + Digital health or B2B technology experience, particularly managing enterprise healthcare clients or partnerships. + Proficiency with Customer Success tools and platforms.

What You Can Expect at arenaflex

At arenaflex, you'll join a dynamic and collaborative environment that values innovation, creativity, and continuous learning. Our team members are spread across the globe, with physical sites in Encinitas, California, and Vienna, Austria, but we prioritize flexibility and work-life balance. We offer competitive benefits, including health, vision, and dental plans, along with a generous time-off policy. Our flexible working model allows employees outside the San Diego area to work remotely, while local team members have the option to work from our office.

Our Commitment to Diversity and Inclusion

We're committed to creating a workforce that reflects our patients and creating a positive healthcare experience for them. We welcome applications from people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, and foreign-born residents. Obesity and diabetes disproportionately impact BIPOC communities, and we're dedicated to addressing these disparities through our work. If you're passionate about making a meaningful impact in the cardiometabolic care space, we encourage you to apply for this exciting opportunity. Join our team and help us revolutionize the standard of care for individuals and families affected by cardiometabolic diseases. Apply for this job