Experienced Full Stack Customer Success Manager – Enterprise Homecare Solutions

At arenaflex, we're revolutionizing the home and community-based care industry with our cutting-edge technology platform. As a pioneer in this space, we're committed to empowering individuals with disabilities and those aging in their homes to thrive. Our team is passionate about transforming the healthcare landscape by building a comprehensive ecosystem that connects patients, personal care providers, managed care organizations, and states. We're seeking a seasoned and proactive Customer Success Manager (CSM) to join our dynamic team. In this pivotal role, you'll be responsible for managing a portfolio of 30-50 highly engaged, strategic enterprise accounts, guiding them through the entire lifecycle from contract signature to renewal and expansion. This segment requires deep partnership management, executive alignment, and tailored success strategies that support complex growth opportunities. As a strategic partner to our clients, you'll ensure they achieve maximum value from our solutions, leading to high renewal rates and identifying areas for long-term account development. While this role is not quota-carrying, your success will be measured by your ability to drive exceptional net retention, deepen executive relationships, and partner effectively with our quota-carrying Account Management team. This is a hybrid position, with team members located in Minneapolis, New York City, or Washington, D.C. expected to work onsite two days per week to support collaboration and engagement. Minneapolis is strongly preferred as we continue to grow our customer success operations hub in that region.

About the Role

As a Customer Success Manager at arenaflex, you'll be responsible for:

• Owning and managing the end-to-end relationship for a portfolio of assigned customers, including onboarding, adoption, value realization, renewal, and expansion.
• Developing and maintaining strong relationships with key customer stakeholders, including executive decision-makers, to understand their business objectives and ensure alignment with arenaflex solutions.
• Proactively monitoring customer health, identifying and mitigating risks, and leading strategic conversations to demonstrate the ongoing value and ROI of arenaflex products.
• Driving high renewal rates within your portfolio and collaborating with the sales team to identify and nurture expansion opportunities based on deep understanding of customer needs and successes.
• Confidently leading business reviews and strategic discussions with senior client leadership, articulating value and influencing decision-making.
• While not a technical support role, this position requires being able to comfortably engage in technical discussions, understand customer workflows, and effectively communicate technical concepts to non-technical audiences.
• Leveraging extensive experience with generative AI tools and prompt engineering to enhance customer engagement, develop strategic insights, and optimize internal processes.
• Serving as a customer advocate internally, working closely with Product Management to relay customer feedback and contribute to the continuous improvement of our offerings. Collaborating with Sales, Implementation, and Support teams to ensure a seamless customer experience.
• Utilizing customer data and analytics to track progress, identify trends, and proactively address customer needs. Using Gainsight and Salesforce to manage customer relationships, retention, and health.

Other Responsibilities

* Other duties as assigned by supervisor or arenaflex leader.

• Traveling 10-25%, including overnight travel.

Requirements

* Bachelor's degree in a related field or equivalent practical experience.

• Proven experience (3+ years) in Customer Success, Account Management, or a similar client-facing role within the enterprise SaaS industry.
• Demonstrated ability to manage a similar sized portfolio of customers and drive strong net retention.
• Excellent executive presence and communication skills, with the ability to engage and influence senior-level stakeholders.
• Strong analytical and problem-solving skills, with a data-driven approach to customer management.
• Proficiency in using Customer Success platforms (e.g., Gainsight), CRM systems (e.g., Salesforce), and other relevant business tools.
• Extensive hands-on experience with generative AI tools and prompt engineering techniques.
• Previous experience in the healthcare technology sector, particularly with Medicaid programs, is a significant plus but not required.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Additional Information

* The base salary range for this US-based, full-time, and exempt position is $105,000 - $125,000, not including variable compensation. An employee's exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the arenaflex core values.

• This is a benefits-eligible position. arenaflex offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company-sponsored programs.
• arenaflex is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

If you're a seasoned Customer Success professional looking for a new challenge, we encourage you to apply to this exciting opportunity. Join our team at arenaflex and be part of a dynamic organization that's transforming the home and community-based care industry.

How to Apply

To apply for this role, please visit our website at [arenaflex website URL]. We look forward to reviewing your application and learning more about your qualifications.

About arenaflex

arenaflex is a leading technology platform for home and community-based care. Founded in 2008, we were born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

Why Join arenaflex?

* Be part of a dynamic organization that's revolutionizing the home and community-based care industry.

• Work with a talented team of professionals who are passionate about making a difference in people's lives.
• Enjoy a comprehensive benefits package, including competitive health plans, paid time-off, company paid holidays, and a 401K retirement program with a Company elected match.
• Have opportunities for career growth and professional development in a fast-paced and innovative environment.
• Be part of a company that values diversity, equity, and inclusion, and is committed to creating a workplace that's welcoming and inclusive for all employees.

We're excited to hear from you and learn more about your qualifications. Apply today to join our team at arenaflex! Apply for this job