Experienced Full Stack Customer Success Manager – Senior Living Solutions

At arenaflex, we're on a mission to revolutionize the way healthcare providers deliver care across North America. As a leading healthcare technology platform, we're dedicated to empowering our clients with the tools and expertise they need to succeed. We're now seeking an experienced Full Stack Customer Success Manager to join our team and help drive our growth in the senior living market.

About arenaflex

arenaflex is a leading North American healthcare technology platform that enables meaningful care collaboration and real-time patient insights. For over 20 years, we've been focused on realizing our vision: to help create a world in which providers and plans can confidently deliver frictionless care. With over 2,200 employees working across North America, we're recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada's Most Admired Corporate Cultures.

Our Culture

At arenaflex, we believe that work becomes profoundly fulfilling when driven by a higher purpose. We're a dynamic and vibrant organization that empowers our employees to advance their careers while engaging in meaningful work alongside incredible colleagues. Our culture is built on a foundation of empathy, trust, and collaboration, and we're committed to creating a workplace where everyone feels valued and supported.

Job Summary

As a Full Stack Customer Success Manager, you'll be responsible for managing and providing world-class partnerships to our clients in the senior living market. You'll work closely with our clients to understand their needs and develop customized solutions that drive business outcomes and growth. This is a remote position that requires occasional travel to client locations.

Key Responsibilities

* Build, grow, and expand client relationships at all levels, including C-Suite, while identifying and maintaining critical contacts across various functional areas of the organization (administration, IT, clinical, financial, etc.)

• Demonstrate a fluid understanding of all market segments and lines of business by contributing to cross-functional initiatives and discussions
• Develop joint customer success plans that include agreed-upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines, and communication
• Eliminate barriers to customer advocacy and expansion
• Facilitate Executive Business Reviews with economic decision makers and arenaflex executive sponsors to drive business alignment on desired outcomes
• Work cross-functionally with internal teams to maximize expansion, adoption, and retention of tools
• Provide early warning and turnaround strategies that focus on customer health and mitigate churn
• Act as a point of escalation to help manage customer expectations and develop Save plans for at-risk accounts
• Advocate on behalf of accounts with other departments in arenaflex by developing positive internal working relationships
• Build and maintain a portfolio of reference accounts
• Demonstrate empathy in all customer dealings and consistently demonstrate tact and confidence when engaging in difficult conversations
• Lead strategic Customer Success initiatives
• Onboard and provide mentorship to new team members to the Customer Success Organization
• Effective working with multiple levels of the customer organization
• An excellent communicator/speaker able to quickly gain buy-in
• Flexible when facing tough calls and embraces difficult conversations
• Dedicated to meeting customer and company expectations
• Conveys outcomes and objectives timely via written documentation

Required Experience

* Passionate about the future of work and committed to working with teammates to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations

• Experience in a customer-facing role within a SaaS/tech company
• Experience in a Healthcare Sales/Account Management/Customer Success Management role with emphasis in senior living/housing managing a book of business, primarily focused on top-tier customers
• Proven track record of sustaining and growing complex relationships
• Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments
• Proficient communication and presentation skills, plus the ability to work independently in a remote environment to deliver customer success
• Proven proficiency in data analysis, including interpreting and translating results
• Bachelor's degree in a relevant field or equivalent practical experience
• Self-starter with a positive attitude, strong leadership abilities, and collaborative working style
• Experience using a CRM tool (Salesforce and/or Gainsight)

Preferred Qualifications

* CSM Certification within 12-months of hire

• Experience working in a cloud-based healthcare software environment
• Familiarity with the senior living market and its unique challenges and opportunities

Compensation and Benefits

* $98,000 – $106,000 a year

• Bonus + benefits
• Comprehensive benefits package, including:

+ Retirement Plan Matching + Flexible Paid Time Off + Wellness Support Programs and Resources + Parental & Caregiver Leaves + Fertility & Adoption Support + Continuous Development Support Program + Employee Assistance Program + Allyship and Inclusion Communities + Employee Recognition

Why Join arenaflex?

* Be part of a team that is making a real impact in the healthcare industry

• Work with a talented and dedicated team of professionals who are passionate about delivering exceptional customer success
• Enjoy a comprehensive benefits package and competitive compensation
• Have the opportunity to grow and develop your career in a dynamic and supportive environment
• Be part of a company that is committed to diversity, equity, and inclusion

How to Apply

If you're passionate about customer success and want to join a team that is making a real impact in the healthcare industry, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.

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