Senior Manager, Customer Success – Healthcare Revenue Cycle Expert

At arenaflex, we're revolutionizing the healthcare industry with our cutting-edge clinical AI platform. Our mission is to empower hospitals to analyze the complete record of every patient, recover millions in earned revenue, enhance care quality metrics, and optimize healthcare operations. As a Senior Manager, Customer Success, you'll play a vital role in helping our health system clients thrive by developing deep relationships with clients, resolving customer issues, and driving product expansion.

About arenaflex

arenaflex is a pioneering healthcare technology company founded by physicians in 2020. Our proprietary AI platform understands the nuances of clinical reasoning, enabling hospitals to true the patient record for every discharge. By joining our team, you'll become part of a dynamic and mission-driven organization that's committed to transforming the way the healthcare system works for everyone.

Role Overview

As a Senior Manager, Customer Success, you'll be responsible for managing a portfolio of existing, "live" customers on the arenaflex platform. You'll develop deep relationships with customers at all levels, acting as their trusted advisor, and providing guidance and knowledge to help them achieve their business objectives. You'll partner with the VP of Customer Success to develop team tools, templates, and processes, such as implementation plans, CS playbooks, and customer onboarding processes.

Key Responsibilities

* Manage a portfolio of existing, "live" customers on the arenaflex platform

• Develop deep relationships with customers at all levels, acting as their trusted advisor, and providing guidance and knowledge to help them achieve their business objectives
• Partner with the VP of Customer Success to develop team tools, templates, and processes, such as implementation plans, CS playbooks, and customer onboarding processes
• Lead hand-offs from Sales to CS, through implementation and go-live
• Coordinate with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customers
• Monitor client performance, report on financial impact to customer executives, drive product expansion, and work with sales to execute renewals
• Deliver customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocate for solutions and product enhancements
• Surface customer success stories, and help build a list of reference customers
• If necessary, coordinate implementation with clients and internal teams to ensure a successful launch

Your Qualities

* 8-10+ years experience working in customer success or account management with hospital and/or health system clients

• Hospital revenue cycle experience is essential
• You take radical ownership over troubleshooting problems
• Capable of being both detail-oriented and a big picture thinker, and can tailor communications by appropriately zooming in or zooming out
• You are gracious, empathetic, and excellent in written and verbal communication
• You love to say "yes," but you know how to say "no," offer alternative solutions, and have difficult customer conversations in a respectful manner
• You thrive in ambiguous roles and can use critical thinking skills to "figure it out"
• You love variety and are able to wear multiple hats within the same or multiple projects: PM, CSM, trainer, process designer, QA

Nice-to-Have Qualifications

* Healthcare administration, revenue cycle, or hospital billing experience

• Prior experience at a startup--especially as the first Customer Success Manager on a team
• Experience using Jira to create and manage tasks and issues
• Strong experience with data analytics

Compensation and Benefits

* $155K to $185K base salary + equity incentives

• Comprehensive medical, dental, and vision plans with leading insurance providers, covering 90-100% of your premiums and 70-90% for dependents, depending on the plan
• One Medical Membership – Free membership included if you enroll in an arenaflex medical plan
• Paid Parental Leave – Up to 12 weeks of paid leave for birth or adoption
• Remote-First Team – Work from anywhere in the U.S. with a $400 home office reimbursement stipend
• Unlimited PTO and 10 Holidays – 4 of which include floating holidays so you can recognize the days that matter most to you
• Learning and Development Budget – $500 per year (prorated) for courses, books, and resources to expand your skills
• 401(k) with Traditional and Roth Options – Tax-advantaged retirement savings through Empower
• Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters
• Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues

Why Join arenaflex?

At arenaflex, we're passionate about transforming the healthcare industry and empowering hospitals to deliver better care. As a Senior Manager, Customer Success, you'll have the opportunity to work with a talented team of professionals who share your passion for innovation and customer success. You'll be part of a dynamic and fast-paced environment where you can grow your skills, expand your knowledge, and make a meaningful impact on the healthcare industry.

How to Apply

If you're a motivated and experienced customer success professional with a passion for healthcare, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply for this job