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!
At arenaflex, we're on a mission to revolutionize the way healthcare providers engage with their patients, increase revenue, and improve business efficiency. Our cutting-edge solutions, including DrChrono, EMHware, Good Therapy, AllMeds, iSalus, CollaborateMD, Updox, Therapy Partner, and MDTech, are designed to help healthcare professionals thrive in today's competitive landscape.
We're seeking an experienced Full Stack Customer Success Manager to lead our Customer Success team at arenaflex's EverHealth solution. As a key member of our leadership team, you'll be responsible for driving customer success, retention, and growth across our healthcare provider base. If you're a strategic thinker with a passion for customer-centricity, we want to hear from you!
**About arenaflex**
arenaflex is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 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. Specializing in 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.
**Responsibilities**
As our Full Stack Customer Success Manager, you'll be responsible for leading a team of Customer Success Managers (CSMs) to deliver consistent and predictable upsell and retention targets across our healthcare provider base. Your key responsibilities will include:
* Leading a team of CSMs to deliver consistent and predictable upsell and retention targets across our healthcare provider base
* Standardizing and owning all expansion and retention-related metrics and targets (team and individual performance)
* Overseeing the enhancement and adoption of standardized, core departmental processes and procedures, including establishing and optimizing segment-specific journeys
* Running regular individual and team coaching sessions
* Leading and/or helping design the enablement of low-to-no touch customer experiences
* Owning and driving engagement and alignment with other Customer-facing Teams (Onboarding, Account Management, Support, etc.)
* Providing strategic and tactical leadership and development for direct reports and teams
* Removing obstacles and establishing cross-functional synergy with Product, Sales, and Marketing to ensure the CSM team stays in the best position to be successful
* Providing regular feedback and being the voice of the customer to executive leadership on trends, issues, and opportunities related to customer success
* Minimizing and troubleshooting customer churn issues
* Leading the values and vision experience for your department on a daily basis
**Experience and Skills**
To be successful in this role, you'll need:
* A Bachelor's degree in business, computer science, healthcare management, or a related field (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 verticals (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**
As a member of our team, you'll enjoy:
* 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 of $90,000 - $110,000 USD per year in most US locations (final offer amounts determined by multiple factors, including location, local market variances, and candidate experience and expertise)
**About Our Culture**
At arenaflex, we're committed to creating a culture that values diversity, equity, and inclusion. We believe that our differences are what make us stronger, and we strive to create an environment where everyone feels welcome, respected, and empowered to succeed.
**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 learn more about your experience and how you can contribute to our mission to revolutionize the healthcare industry!