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

At arenaflex, we're on a mission to revolutionize the way healthcare providers deliver care to their patients. As a leading North American healthcare technology platform, we're committed to empowering our clients with the tools and expertise they need to succeed in a rapidly changing healthcare landscape. Our team is passionate about making a meaningful impact on the lives of vulnerable populations, and we're seeking a talented and experienced Customer Success Manager to join our ranks. **About arenaflex** arenaflex is a dynamic and innovative company that's been at the forefront of healthcare technology for over 20 years. With a team of over 2,200 employees, we've grown exponentially and have been recognized as one of the top 100 private cloud companies by Forbes. Our commitment to creating a world where providers and plans can confidently deliver frictionless care has earned us a reputation as a leader in the industry. We're proud to be a part of a vibrant culture that empowers our employees to thrive and grow, both personally and professionally. **Join our team and make a real impact** As a Customer Success Manager at arenaflex, you'll have the opportunity to work with a talented team of professionals who are passionate about making a difference in the lives of our clients and their patients. You'll be responsible for managing and providing world-class partnerships to our clients, ensuring they're optimizing the use and value of our solutions. If you're a seasoned professional with a background in business consulting and enterprise knowledge, we want to hear from you. **Key Responsibilities** As a Customer Success Manager at arenaflex, your key responsibilities will include: * Building, growing, and expanding client relationships at all levels, including C-Suite * Demonstrating 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, and applying a prescriptive approach to relevant value-based customer conversations * Leveraging arenaflex's Customer Success methodology and exceptional communication skills to build a comprehensive strategy to align on customer initiatives, goals, and outcomes * Developing joint customer success plans that include agreed-upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines, and communication * Eliminating barriers to customer advocacy and expansion * Facilitating Executive Business Reviews with between economic decision makers and arenaflex executive sponsors to drive business alignment on desired outcomes * Working as a Trusted Advisor to provide strategic guidance and a path to value with Customer Executive Leadership and internal account teams * Working cross-functionally with internal teams to maximize expansion, adoption, and retention of tools * Exceptional balance of revenue growth and retention outcomes * Working closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to achieve organizational goals * Providing early warning and turnaround strategies that focus on customer health and mitigate churn * Acting as a point of escalation, when required, to help manage customer expectations, and developing Save plans for at-risk accounts * Advocating on behalf of accounts with other departments in arenaflex by developing positive internal working relationships * Building and maintaining a portfolio of reference accounts * Demonstrating empathy in all customer dealings * Consistently demonstrating tact and confidence when engaging in difficult conversations * Leading strategic Customer Success initiatives * Onboarding and providing 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 embracing difficult conversations * Dedicated to meeting customer and company expectations * Conveying outcomes and objectives timely via written documentation * Exceeding all KPI targets, including NRR, while maintaining strong client relationships * Completing CSM Certification within 12-months of hire **Required Experience** To be successful in this role, you'll need: * A passion for the future of work and a commitment 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 * A 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 * A Bachelor's degree in a relevant field or equivalent practical experience * A 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** arenaflex offers a competitive compensation package, including: * A base salary range of $98,000 - $106,000 per year * Bonus and benefits * A 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 **Work Environment and Culture** arenaflex is a remote-friendly company that values flexibility and work-life balance. Our team is passionate about making a meaningful impact on the lives of our clients and their patients, and we're committed to creating a work environment that's inclusive, supportive, and empowering. We believe that work becomes profoundly fulfilling when driven by a higher purpose, and we're dedicated to making a difference in the world. **How to Apply** If you're a seasoned professional with a passion for making a difference in the lives of our clients and their patients, 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 hear from you and learn more about your qualifications and experience. **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 [insert contact information] should you require any accommodations. **Information Security** By applying to this position, if hired, you commit to following arenaflex's information security policies and procedures and making every effort to secure confidential and/or sensitive information. Apply for this job