Customer Success Manager – Healthcare SaaS Solutions & Client Partnership Lead (Canada) – Remote/Hybrid (Maternity‑Cover)

About arenaflex – Transforming Healthcare with Technology and Compassion

arenaflex is on a mission to empower health‑care providers to deliver exceptional, patient‑first care. As a leading health‑tech organization that is founder‑led and privately held, we give our people the freedom to push boundaries, innovate, and shape the future of the industry. With the largest long‑term and post‑acute care dataset in the market and a Marketplace of more than 400 integrated partners, our platform supports over 30,000 provider organizations, directly impacting millions of lives every day.

We reinvest a significant portion of our revenue into research and development, ensuring that every employee has the tools, resources, and time to create lasting impact. Recognized by industry leaders as a top private cloud company and celebrated for an admired corporate culture, arenaflex offers flexibility, growth opportunities, and meaningful work that matters.

At arenaflex, we champion a human‑first approach accelerated by artificial intelligence. AI is woven into our daily workflows to boost creativity, productivity, and thoughtful decision‑making. By integrating AI tools, we enhance collaboration, improve outcomes, and give every team member the proficiency to maximize their impact. Our hiring practices focus on uncovering AI expertise that aligns with our mission, and we continuously invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining health‑care—so it doesn’t just survive, it thrives.

Role Overview

Reporting to the Director of Customer Success, the Customer Success Manager (CSM) will be the trusted partner for our Canadian client base. You will own the end‑to‑end relationship with health‑care organizations, ensuring they extract maximum value from arenaflex’s solutions. This role is remote‑first, with travel to client sites and arenaflex offices (Mississauga and/or Salt Lake City) as needed (approximately 25‑50% of the time). The position is a maternity‑cover contract from December 2025 through March 2027, with a start date of November 3 2025.

Key Responsibilities

• Strategic Relationship Management: Build, grow, and expand client relationships at all levels—including administration, IT, clinical, financial, and C‑suite—by identifying and maintaining critical contacts across functional areas.
• Holistic Business Insight: Engage with all market segments and lines of business, offering recommendations that impact the client’s organization as a whole.
• Product Advocacy: Leverage deep product and industry knowledge to clearly communicate arenaflex’s vision and help customers achieve their goals.
• Industry Thought Leadership: Stay current on health‑care trends, regulatory changes, and emerging technologies to drive proactive customer engagement.
• Success Planning: Develop and execute strategic account plans (Success Plans), aligning client objectives with arenaflex solutions to deliver measurable outcomes.
• Business Reviews: Conduct regular Success Reviews with key stakeholders, driving adoption, expansion, and increased value of arenaflex’s platform.
• Consultative Problem Solving: Lead value‑based conversations, helping clients solve complex challenges and realize ROI.
• Cross‑Functional Collaboration: Partner with internal teams—Product, Implementation, Support, and Sales—to advocate for customers, maximize adoption, and ensure timely resolution of requests.
• Revenue Expansion: Work closely with Account Executives to uncover upsell and cross‑sell opportunities that align with client needs.
• Risk Management: Provide early‑warning signals, develop turnaround strategies, and create Save Plans for at‑risk accounts to mitigate churn.
• Escalation Point: Act as the primary escalation contact, managing expectations and delivering solutions for critical issues.
• Empathy & Communication: Demonstrate empathy in all interactions, communicate clearly, and gain rapid buy‑in from both internal and external stakeholders.
• Documentation & Reporting: Capture outcomes, objectives, and action items in concise written documentation and maintain accurate records in the CRM.
• Performance Metrics: Meet and exceed key performance indicators (KPIs) while preserving strong client relationships.
• Professional Development: Complete the arenaflex CSM Certification within the first 12 months of hire.

Required Experience & Qualifications

• Passion for improving acute and long‑term post‑acute care markets, with a focus on vulnerable populations.
• Proven experience in a Customer Success role managing a book of business, preferably within the health‑care SaaS space.
• Strong customer orientation with a track record of delivering measurable outcomes.
• Exceptional relationship‑building skills and a proactive, initiative‑driven mindset in fast‑paced environments.
• Demonstrated ability to sustain and grow client relationships while delivering results.
• Excellent verbal and written communication, presentation, and storytelling abilities.
• Solid analytical and problem‑solving capabilities, with a data‑driven approach to decision‑making.
• Leadership aptitude and a collaborative working style that inspires cross‑functional teams.
• Hands‑on experience with CRM platforms such as Salesforce and/or Gainsight.

Preferred Experience & Additional Assets

• Background in Electronic Health Record (EHR) systems.
• Domain knowledge of long‑term post‑acute care.
• Experience presenting to and building relationships with senior executives.

Contract Terms & Compensation

This role is a maternity‑cover contract running from December 2025 through March 2027. The hourly rate ranges from $47 – $51 USD. Contractors are paid hourly and are not eligible for traditional benefits or paid time off; however, an additional 4% of the hourly rate is provided to offset the value of benefits not received.

Benefits & Perks (Applicable to Arenaflex Employees)

• Benefits starting from Day 1, including health, dental, and vision coverage.
• Retirement plan with company matching.
• Flexible paid time off to support work‑life balance.
• Wellness support programs and resources.
• Parental and caregiver leaves, fertility and adoption assistance.
• Continuous development support program with tuition reimbursement and certifications.
• Employee assistance program and mental‑health resources.
• Allyship and inclusion communities fostering a diverse workplace.
• Employee recognition programs and many more perks designed to celebrate success.

Work Environment & Culture at arenaflex

arenaflex cultivates a culture where curiosity, collaboration, and compassion thrive. Our employees enjoy:

• Remote‑First Flexibility: While the role is remote, we host regular in‑person events, team gatherings, and quarterly meetings at our Mississauga and Salt Lake City offices to strengthen bonds.
• Innovation‑Driven Atmosphere: A founder‑led environment that encourages you to experiment, share ideas, and influence product direction.
• AI‑Enabled Productivity: Access to cutting‑edge AI tools that amplify creativity and efficiency across all functions.
• Diverse & Inclusive Community: A commitment to equal employment opportunity, welcoming candidates of all backgrounds, abilities, and identities.
• Learning & Growth: Structured mentorship, internal training, and a clear path to advance into senior customer success, product, or leadership roles.

Travel Expectations

Remote Roles: Periodic travel to arenaflex’s Mississauga and/or Salt Lake City offices for onboarding, team events, and semi‑annual or annual meetings.

Hybrid Roles: Must reside within a commutable distance to the designated office location, attending weekly, bi‑weekly, or monthly in‑person team events as required.

Application Process & Equal Opportunity Statement

arenaflex is committed to providing an equitable hiring experience. We welcome applications from people with disabilities and will provide accommodations upon request throughout the selection process. To request accommodations, please contact our recruitment team at [email protected].

When you apply, your information is processed and stored in accordance with our privacy policy. We use this data to evaluate your candidacy for the posted position and may retain it for future opportunities that align with your background. If you have questions about how we handle your data, please refer to our privacy notice or contact the HR team.

Why Join arenaflex?

If you are driven by purpose, thrive in a collaborative, technology‑forward environment, and want to make a tangible difference in health‑care delivery, arenaflex is the place for you. You will work alongside passionate professionals, leverage AI‑enhanced tools, and help shape the future of health‑care for millions of patients.

Ready to make an impact? Apply now and become a catalyst for change at arenaflex.