Director, Customer Success – Empowering Healthcare Excellence at arenaflex

At arenaflex, we're revolutionizing the healthcare industry with cutting-edge clinical AI solutions that empower hospitals to analyze patient records and unlock the true value of care delivered. As a Director, Customer Success, you'll play a pivotal role in ensuring our health system clients thrive with our innovative platform. If you're passionate about delivering exceptional customer experiences, driving business growth, and making a meaningful impact in the healthcare sector, we invite you to join our dynamic team.

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 accurately capture the value of care delivered. By doing so, hospitals can recover millions in earned revenue, enhance care quality metrics, and optimize healthcare operations. Our mission is to optimize the way the healthcare system works for everyone, and we're committed to empowering our customers to achieve their goals.

What You'll Do

As a Director, Customer Success at arenaflex, you'll be responsible for managing a portfolio of existing customers on our platform, developing deep relationships with customers at all levels, and providing guidance and knowledge to help them achieve their business objectives. Your key responsibilities will include:

• Managing a portfolio of existing, "live" customers on the arenaflex platform
• Developing deep relationships with customers at all levels, acting as the customer's trusted advisor, and providing guidance and knowledge to help them achieve their business objectives
• Partnering with the VP of Customer Success to develop team tools, templates, and processes, such as implementation plans, CS playbooks, and customer onboarding processes
• Leading hand-offs from Sales to CS, through implementation and go-live
• Coordinating with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customers
• Monitoring client performance, reporting on financial impact to customer executives, driving product expansion, and working with sales to execute renewals
• Delivering customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocating for solutions and product enhancements
• Surfacing customer success stories and helping build a list of reference customers
• If necessary, coordinating implementation with clients and internal teams to ensure a successful launch

What You Bring

To succeed in this role, you'll need to bring the following skills and experience:

• 12+ years of experience working in customer success or account management, primarily in the health tech space with hospital and/or health system clients
• Familiarity with DRGs and how they translate into payment
• Radical ownership over troubleshooting problems
• Ability to be both detail-oriented and a big picture thinker, and tailor communications by appropriately zooming in or zooming out
• Graceful, empathetic, and excellent written and verbal communication skills
• Ability to say "yes," but also know how to say "no," offer alternative solutions, and have difficult customer conversations in a respectful manner
• Thriving in ambiguous roles and using critical thinking skills to "figure it out"
• Ability to wear multiple hats within the same or multiple projects: PM, CSM, trainer, process designer, QA

Nice to Haves

While not required, the following skills and experience would be a significant advantage:

• Hospital revenue cycle/billing experience, especially familiarity with CDI operational workflows
• 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

As a Director, Customer Success at arenaflex, you can expect a competitive compensation package, including:

• $185K to $215K salary + equity incentives
• Comprehensive medical, dental, and vision plans, 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 a 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 & 10 Holidays – 4 of which include floating holidays so you can recognize the days that matter most to you
• Learning & Development Budget – $500 per year (prorated) for courses, books, and resources to expand your skills
• 401(k) with Traditional & 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

Join the arenaflex Team

If you're passionate about delivering exceptional customer experiences, driving business growth, and making a meaningful impact in the healthcare sector, we invite you to join our dynamic team. Apply now to become a Director, Customer Success at arenaflex and help us empower healthcare excellence for everyone. Apply for this job