Director, Customer Success – Value-Based Care and Healthcare Technology Expertise

At arenaflex, we're revolutionizing the future of healthcare by empowering primary care providers to deliver high-quality care to patients who need it most. As a Director of Customer Success, you'll play a pivotal role in driving the success of our Primary Care Provider clients in the Southeast region, helping them thrive in the ACO REACH model, MSSP, and beyond. If you're passionate about improving patient outcomes, have a deep understanding of value-based care, and are an expert in customer success, we'd love to hear from you.

About arenaflex

arenaflex is a cutting-edge healthcare technology company that's changing the game by providing innovative solutions to primary care providers. Our team of physicians, public health experts, technologists, and healthcare innovators is dedicated to addressing the biggest challenges in our healthcare system. Since our founding in 2020, we've expanded to partner with thousands of primary care providers across 44 states, and our investors include top-tier firms like Andreessen Horowitz, Viking Global Investors, AlleyCorp, and SV Angel.

The Role

As a Director of Customer Success, you'll be responsible for building and maintaining strong relationships with our Enterprise clients in the Southeast region. You'll drive platform adoption, provide performance coaching to optimize value-based care program outcomes, and collaborate with our Customer Practice Transformation and Customer Performance Optimization teams to optimize provider performance. Your expertise will help us develop strategic narratives to communicate our value and business updates effectively, drive account expansion, and secure contract renewals.

Key Responsibilities

* Cultivate and manage senior-level relationships within large health systems

• Foster strong relationships with assigned Enterprise customers, driving platform adoption and providing performance coaching to optimize VBC program outcomes
• Build and maintain strong relationships with small to midsize providers, acting as an escalation point to resolve challenges and drive partnership opportunities
• Collaborate with the Customer Practice Transformation and Customer Performance Optimization teams to optimize provider performance and develop/implement remediation plans
• Use data-driven insights to identify cost drivers and work with partners to develop optimal referral, care management, and admission avoidance strategies
• Provide 1:1 and team-wide enablement, coaching, and constructive feedback
• Develop strategic narratives in partnership with Customer Marketing to communicate Pearl's value and business updates effectively
• Work with CS Operations and Growth teams to drive account expansion and secure contract renewals
• Oversee education and deployment of technology tools that support practice transformation
• Ensure seamless integration of technology tools into customer workflows
• Work across the organization to guarantee successful implementation of critical projects for assigned customers
• Proactively resolve issues and create an exceptional experience for providers
• Execute flawlessly on tailored onboarding and performance management strategies for small to midsize provider customers
• Enhance Pearl's approach to enabling small to midsize providers at scale

Requirements

* Bachelor's degree or equivalent work experience

• 5-7 years of experience in Customer Success, enterprise-level relationship management, network contracting and development, or other relevant provider-facing field
• Experience working with health systems as a technology vendor, working with an ACO, or working at a tech enablement company
• Experience in interpreting and utilizing CRM analytics, outcomes measurements, and designing internal dashboarding to drive change and resource allocation. HubSpot experience is a plus
• Demonstrated experience achieving re-sell and up-sell requirements at scale
• Experience preparing and presenting information to clinical and executive level leadership
• Track record scaling a team, function, or service capability
• Demonstrated success and depth of knowledge within the provider space, including an understanding of relevant technology vendors and provider priorities
• Passionate about improving and optimizing relationships
• Excited about helping physicians and impacting Medicare patient outcomes
• Willingness to travel for face-to-face meetings

Our Values

At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and empowering. We believe that all of our colleagues' points of view are integral to our success, and that inclusion is everyone's responsibility. We welcome candidates from all backgrounds and are committed to a fair hiring process free from discrimination and focused around problem solving, improvement, and mutual empowerment.

Compensation and Benefits

The salary range for this position is between $140,000-$175,000 per year, depending on a variety of factors, including relevant skills, experience, and location. Full-time employees are also eligible for annual discretionary bonus. arenaflex provides a competitive benefit package, including health, dental, and vision insurance, 401(k) matching, and paid time off.

How to Apply

If you're passionate about delivering better outcomes for patients and have the expertise to drive our customers' success, we'd love to hear from you. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. Apply for this job