Experienced Full Stack Customer Success Manager – Healthcare Solutions

Are you a seasoned customer success leader with a passion for driving growth and retention in the healthcare industry? Do you have a proven track record of leading high-performing teams and developing talent in a fast-paced, dynamic environment? If so, we want to hear from you! arenaflex, a leading service commerce platform, is seeking an experienced Full Stack Customer Success Manager to join our team and lead our Customer Success efforts for our EverHealth solution.

About arenaflex

arenaflex is a cutting-edge service commerce platform that provides vertically tailored, integrated SaaS solutions to help over 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With a focus on Home & Field Services, Health Services, and Fitness & Wellness industries, arenaflex solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.

About EverHealth

EverHealth is a leading provider of modern end-to-end solutions for healthcare providers. Our open, connected ecosystem of solutions and services helps providers engage patients, increase revenue, improve business efficiency, and remain market competitive. We serve 72,000 healthcare practices and counting.

Job Summary

As a Full Stack Customer Success Manager, you will lead our Customer Success team at EverHealth, driving consistent and predictable upsell and retention targets across our healthcare solutions. You will be responsible for standardizing and owning all expansion and retention-related metrics and targets, as well as overseeing the enhancement and adoption of standardized, core departmental processes and procedures. You will also lead and/or help design the enablement of low-to-no touch customer experiences, own and drive engagement and alignment with other Customer-facing Teams, and provide strategic and tactical leadership and development for direct reports and teams.

Responsibilities

* Lead a team of Customer Success Managers (CSMs) to deliver consistent and predictable upsell and retention targets across EverHealth solutions

• Standardize and own all expansion and retention-related metrics and targets (team and individual performance)
• Oversee the enhancement and adoption of standardized, core departmental processes and procedures, including establishing and optimizing segment-specific journeys
• Run regular individual and team coaching sessions
• Lead and/or help design the enablement of low-to-no touch customer experiences
• Own and drive engagement and alignment with other Customer-facing Teams (Onboarding, Account Management, Support, etc.)
• Provide strategic and tactical leadership and development for direct reports and teams
• Remove obstacles and establish cross-functional synergy with Product, Sales, and Marketing to ensure the CSM team stays in the best position to be successful
• Provide regular feedback and be the voice of the customer to executive leadership on trends, issues, and opportunities related to customer success
• Minimize and troubleshoot customer churn issues
• Lead the values and vision experience for your department on a daily basis

Experience and Skills

* Bachelor's degree in business, computer science, healthcare management, or related field is required. Advanced degrees are a plus

• Minimum 5+ years of sales and customer success experience in a $10M+ ARR business, with no less than 3 years in a sales and/or CSM role
• 3+ years in a team leadership role
• Proven track record of success, effectively forecasting performance and developing talent, including front-line managers
• Experience selling into healthcare vertical (e.g., independent provider practices) preferred but not required
• Experience managing multi-product sales and/or CSM environments and new product roll-outs
• Salesforce.com experience and related tech stack admin/management experience
• Expert-level SaaS contract and subscription management knowledge
• Strong analytical and reporting capabilities
• Experience blending eCommerce or self-led customer upsell purchasing processes with people-led sales processes
• Demonstrated willingness and ability to find and lead improvements and take ownership of losses as much as wins

What We Offer

* Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid

• Robust health and wellness benefits, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program
• Target base compensation for this position is $90,000 - $110,000 USD per year in most US locations

Work Environment and Culture

arenaflex is a distributed team with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

How to Apply

If you're a motivated and results-driven customer success leader with a passion for the healthcare industry, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to review your credentials and get to know more about your experience!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. Apply for this job