Senior Director, Customer Success – Drive Exceptional Client Outcomes and Foster a Culture of Excellence at arenaflex

At arenaflex, we're revolutionizing the healthcare industry with cutting-edge clinical AI that empowers hospitals to analyze the complete record of every patient. Founded by physicians in 2020, our proprietary AI platform understands the nuances of clinical reasoning, enabling hospitals to true the patient record for every discharge. By doing so, hospitals can recover millions in earned revenue, enhance care quality metrics, and optimize healthcare operations. We're seeking a seasoned Senior Director of Customer Success to join our team and help optimize the way the healthcare system works for everyone.

About arenaflex

arenaflex is a rapidly growing startup that's changing the face of healthcare. Our mission is to provide innovative solutions that improve patient outcomes, reduce costs, and enhance the overall quality of care. We're a team of passionate individuals who are dedicated to making a meaningful impact in the healthcare industry. If you're looking for a challenging and rewarding career opportunity, we invite you to join our team and be a part of something extraordinary.

What You'll Do

As a Senior Director of Customer Success at arenaflex, you'll be responsible for building and leading a world-class customer account management organization. You'll report to the VP of Customer Success and work closely with Regional Customer Success Leaders to deliver exceptional results for our diverse health system client base. Your key responsibilities will include:

• Recruiting, developing, and managing a growing team of Customer Success Managers and Senior Managers, Customer Success, each overseeing a portfolio of health system clients.
• Establishing performance metrics, setting team objectives, and designing development plans to ensure regional teams consistently meet and exceed goals.
• Partnering with the VP of Customer Success and your regional leadership team to develop regional strategies for customer success, including onboarding, adoption, expansion, and renewals.
• Identifying new opportunities to deepen client relationships, collaborating with Sales and Product teams to drive growth and secure long-term partnerships.
• Serving as a trusted advisor to C-level stakeholders at major hospital systems, clarifying business outcomes and aligning arenaflex's platform to client objectives.
• Providing senior-level oversight and guidance for complex or high-profile accounts, working closely with your team to mitigate risks and drive success.
• Collaborating with Implementation, Clinical Excellence, and Product/Engineering teams to ensure client needs are met swiftly and effectively, especially for escalations or complex technical requirements.
• Advocating for customers internally, ensuring their feedback informs product roadmaps and service enhancements.

What You Bring

To succeed in this role, you'll need to bring the following skills and experience:

• 10+ years of experience in customer success, account management, or consulting with large health systems or hospitals.
• 5+ years of proven leadership experience managing high-performing teams; previous senior director or similar leadership scope is highly desirable.
• Deep knowledge of hospital revenue cycle and the healthcare ecosystem, with the ability to effectively communicate ROI and strategic value to CFOs and other health system executives.
• Track record of driving complex account expansions, renewals, and high customer satisfaction scores, particularly in a startup or rapidly growing environment.
• Strong relationship-building skills, with an emphasis on executive-level engagement and influence.
• Exceptional communication skills—capable of both high-level strategic conversations and detail-oriented problem-solving discussions.
• Radical ownership mindset, thriving in ambiguous, fast-moving contexts that demand agility and creativity.
• Proficiency with CRM tools (e.g., Salesforce) and familiarity with ticketing systems (e.g., Jira) or project management software for cross-functional collaboration.

Nice To Haves

While not required, the following skills and experience would be a plus:

• Advanced degree (e.g., MBA or MPH) or specialized certifications in project management (PMP, Lean Six Sigma).
• Experience working in a high-growth SaaS startup.
• Strong data analytics background, with the ability to develop dashboards and guide data-driven decisions.

Compensation and Benefits

arenaflex offers a competitive compensation package, including:

• $215 to $245K base salary
• Equity in the company
• Comprehensive medical, dental, and vision plans
• One Medical membership
• Paid parental leave
• Remote-first team with a $400 home office reimbursement stipend
• Unlimited PTO and 10 holidays, including 4 floating holidays
• Learning and development budget of $500 per year
• 401(k) with traditional and Roth options
• Minimal bureaucracy and a fast-moving, high-impact environment
• Incredible teammates who are smart, supportive, and mission-driven

Why Join arenaflex?

At arenaflex, we're passionate about making a meaningful impact in the healthcare industry. We're a team of innovators, thinkers, and doers who are dedicated to delivering exceptional results for our clients. If you're looking for a challenging and rewarding career opportunity, we invite you to join our team and be a part of something extraordinary.

How to Apply

If you're a seasoned Senior Director of Customer Success with a passion for the healthcare industry, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply for this job