Experienced SMB Customer Success Manager – Healthcare Technology Solutions

At arenaflex, we're revolutionizing the way hospitals and health systems engage with their patients by harnessing the power of intelligent, AI-driven automation. Our platform seamlessly integrates with existing systems to deliver real value, fast. We're a small, nimble team driven by ambitious goals and real traction in the market. If you're ready to make a meaningful impact at the intersection of healthcare and technology, we'd love to meet you.

About the Role

We're seeking an experienced SMB Customer Success Manager to own the customer journey for our small to mid-sized healthcare systems, hospitals, and clinics. As the primary point of contact for healthcare organizations using arenaflex's platform, you'll guide them through onboarding, adoption, retention, and growth. You'll be expected to manage a high volume of accounts with efficiency and empathy, balancing proactive engagement with support coordination and identifying opportunities to drive product usage and upsell.

What You'll Do

• Manage a portfolio of small- to mid-sized healthcare clients: Serve as the main point of contact for healthcare organizations using arenaflex's platform, ensuring their needs are met and goals are achieved.

• Lead onboarding in partnership with the Implementation team: Collaborate with the Implementation team to ensure a smooth and timely go-live, setting the stage for successful adoption and growth.
• Collaborate with Sales on handoffs: Work closely with Sales to ensure customers are set up for success from day one, providing a seamless transition from sales to customer success.
• Drive adoption of arenaflex's tools: Educate and enable end users on best practices, empowering them to get the most out of our platform and achieve their goals.
• Proactively monitor account health and usage data: Identify risks or growth opportunities by closely monitoring account health and usage data, taking proactive steps to address any issues.
• Own renewals and support upsell conversations: Work closely with customers to understand their needs and goals, identifying opportunities to upsell and expand our platform's value proposition.
• Coordinate internally with Sales, Product, and Support: Collaborate with cross-functional teams to resolve issues quickly and efficiently, ensuring customers receive the support they need to succeed.
• Execute scaled CSM motions: Develop and execute scalable customer success motions, such as training webinars, QBR templates, email nurture sequences, and more, to drive adoption and growth.
• Gather feedback and advocate for customer needs: Collect feedback from customers and advocate for their needs, influencing the product roadmap and support documentation to ensure our platform meets their evolving needs.

What We're Looking For

• 3+ years of experience in Enterprise/Group Customer Success or Account Management: Proven experience in customer success or account management, preferably in a SaaS environment.

• Experience working with SMB clients in a high-volume, tech-enabled CSM environment: A strong track record of success in managing a high volume of SMB clients in a fast-paced, tech-enabled customer success environment.
• Familiarity with healthcare workflows or healthcare tech: A deep understanding of healthcare workflows or healthcare technology, with a passion for applying this knowledge to drive customer success.
• Strong communicator: Excellent communication skills, with the ability to engage with customers at all levels, from office admins to clinical leadership.
• Highly organized: Proven ability to manage multiple customers and priorities simultaneously, with a strong attention to detail and organizational skills.
• Comfortable working with CRM tools and Engineering tools: Experience working with CRM tools (HubSpot, etc.) and Engineering tools (Jira), with a willingness to learn and adapt to new tools and technologies.
• Self-starter: A self-motivated individual who thrives and adapts quickly in a startup setting, with a strong desire to make a meaningful impact.

Why You'll Love Working Here

• Impactful Work: Contribute to the development of innovative healthcare technology solutions that improve care delivery and operational outcomes.

• High Ownership: Take ownership of your customers' success, working closely with them to understand their needs and goals.
• Startup Agility: Join a nimble, collaborative team where your ideas and initiative will shape how we grow and evolve.
• Flexibility: Enjoy a fully remote role with flexible hours and strong autonomy, allowing you to work in a way that suits your needs.
• Career Growth: Significant opportunity to grow your career as arenaflex scales, with a focus on developing your skills and expertise.

If you're a motivated and experienced customer success professional looking to make a meaningful impact in the healthcare technology space, we'd love to hear from you. Apply now to join our team and help us revolutionize the way hospitals and health systems engage with their patients. Apply for this job