Experienced Full Stack Customer Success Manager – Senior Living – Remote, USA

At arenaflex, we're revolutionizing the way healthcare providers deliver care by empowering them with cutting-edge technology and innovative solutions. As a leading North American healthcare technology platform, we're committed to creating a world where providers and plans can confidently deliver frictionless care. With over 20 years of experience and a team of over 2,200 employees, we're making a real impact on healthcare across North America. We're not just a company – we're a community of passionate individuals who share a common goal: to make a difference in the lives of those we serve. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you'll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose. That's why we're committed to creating a workplace culture that's inclusive, supportive, and empowering. Our employees are our greatest asset, and we're dedicated to providing them with the tools, resources, and opportunities they need to succeed.

Join us and be part of a team that's making a real impact.

As a Customer Success Manager – Senior Living at arenaflex, you'll play a critical role in managing and providing world-class partnerships to our clients, ensuring they're optimizing the use and value of our solutions. You'll work closely with our clients to understand their needs, develop strategic plans, and deliver exceptional results.

Key Responsibilities:

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

• Demonstrates a fluid understanding of all market segments and lines of business by contributing to cross-functional initiatives and discussions
• Advanced understanding of product, industry, and company, applying a prescriptive approach to relevant value-based customer conversations
• Leverages arenaflex Customer Success methodology and exceptional communication skills to build a comprehensive strategy to align on customer initiatives, goals, and outcomes
• Develops joint customer success plans that include agreed-upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines, and communication
• Eliminates barriers to customer advocacy and expansion
• Facilitates Executive Business Reviews with between economic decision makers and arenaflex executive sponsors to drive business alignment on desired outcomes
• Works as a Trusted Advisor to provide strategic guidance and a path to value with Customer Executive Leadership and internal account teams
• Works cross-functionally with internal teams to maximize expansion, adoption, and retention of tools, achieving exceptional balance of revenue growth and retention outcomes
• Works closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to achieve organizational goals
• Provides early warning and turnaround strategies that focus on customer health and mitigate churn
• Acts as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts
• Advocates on behalf of accounts with other departments in arenaflex by developing positive internal working relationships
• Builds and maintains a portfolio of reference accounts
• Demonstrates empathy in all customer dealings
• Consistently demonstrates tact and confidence when engaging in difficult conversations
• Leads strategic Customer Success initiatives
• Onboards and provides 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
• Exceeds all KPI targets, including NRR, while maintaining strong client relationships
• Completes CSM Certification within 12-months of hire

Required Experience:

* You're 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 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)

Compensation and Benefits:

* $98,000 – $106,000 a year

• Base salary is one of the many components that make up our total rewards package
• Our salary ranges are determined by job and level, with individual compensation determined by job-related skills and knowledge, relevant experience, and/or work location
• Benefits starting from Day 1, 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 … and more!

Work Environment and Culture:

* Arenaflex is committed to creating a workplace culture that's inclusive, supportive, and empowering

• Our employees are our greatest asset, and we're dedicated to providing them with the tools, resources, and opportunities they need to succeed
• We believe that work becomes profoundly fulfilling when driven by a higher purpose
• Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues

How to Apply:

If you're passionate about making a real impact in the lives of those we serve, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. Apply To this Job Apply for this job We're an equal opportunities employer and welcome applications from diverse candidates. We're committed to creating a workplace culture that's inclusive, supportive, and empowering. If you require any accommodations during the selection process, please contact our recruitment team at [email protected]. Thank you for considering this exciting opportunity to join our team at arenaflex. We look forward to reviewing your application! Apply for this job