Experienced Customer Success Manager – Healthcare SaaS

As a seasoned Customer Success Manager at arenaflex, you will play a pivotal role in shaping the future of healthcare by delivering exceptional customer experiences and driving business growth. arenaflex is a leading health tech company that empowers its employees to push boundaries, innovate, and make a lasting impact in the lives of millions. With a strong focus on customer success, arenaflex is committed to helping providers deliver exceptional care, and we're looking for a talented individual to join our team.

About arenaflex

arenaflex is a founder-led and privately held health tech company that's revolutionizing the way healthcare is delivered. Our mission is simple: to help providers deliver exceptional care, and we're committed to making a real difference in the lives of millions. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations. We're recognized by Forbes as a top private cloud company and honored as one of Canada's Most Admired Corporate Cultures.

Job Summary

As a Customer Success Manager at arenaflex, you will be responsible for managing and providing world-class partnerships to our clients, ensuring they are optimizing the use and value of our solutions. You will work closely with our clients to understand their objectives and align those with our solutions, providing guidance and support to help them achieve successful and valuable outcomes. You will also work cross-functionally with internal teams to advocate on behalf of our customers, maximize expansion, adoption, and retention of subscriptions, and make our customers successful.

Key Responsibilities

* Build, grow, and expand client relationships at all levels, identifying and maintaining critical contacts across various functional areas of the organization (administration, IT, clinical, financial, etc.)

• Speak to all market segments/lines of business and make recommendations that impact the business holistically
• Leverage product and industry knowledge to clearly communicate the company vision and meet customer goals
• Maintain an understanding of arenaflex's products & services, industry knowledge, and trends to drive customer engagement
• Develop and execute strategic account plans (Success Plans), identify organizational goals, and provide guidance to clients to achieve successful and valuable outcomes
• Conduct business reviews (Success Reviews) with key contacts/decision makers to drive further adoption and increase value of arenaflex solutions
• Work with clients to understand their objectives and align those with arenaflex solutions
• Consult with clients to solve problems by having value-based conversations
• Work cross-functionally with internal teams to advocate on behalf of customers, maximize expansion, adoption, and retention of subscriptions, and make our customers successful
• Proactively provide early warning and turnaround strategies that focus on customer health and mitigate churn
• Act as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts
• Demonstrate empathy in all customer dealings
• Communicate effectively to quickly gain buy-in from internal and/or external stakeholders
• Flexible when facing tough calls and embrace difficult conversations
• Convey outcomes and objectives timely via written documentation
• Meet and exceed KPIs while maintaining strong client relationships

Essential Qualifications

* Passionate about working with teammates and customers to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations

• Experience in a Customer Success role managing a book of business, preferably in the healthcare SaaS space
• Strong customer orientation focused on delivering customer outcomes
• Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments
• Proven track record of sustaining and growing relationships and delivering results
• Excellent communication and presentation skills
• Good analytical and problem-solving skills
• Strong leadership ability and collaborative working style
• Experience using a CRM tool (Salesforce and/or Gainsight)

Preferred Qualifications

* EHR experience

• Long-term post-acute care domain knowledge is an asset
• Experience presenting to and building relationships with executives

Contract Terms

This role is to cover a maternity leave from December 2025 through March 2027. Start date would be November 3rd 2025.

Benefits and Perks

* Benefits starting from Day 1!

• 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 … and more!

Compensation

Contractors at arenaflex are paid hourly, and are not eligible for benefits or paid time off. In addition to the hourly rate, you'd be paid 4% per hour to make up for those benefits you aren't receiving.

How to Apply

If you're a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

About arenaflex's Commitment to Diversity and Inclusion

arenaflex is committed to creating a diverse and inclusive workplace that reflects the communities we serve. We welcome and encourage applications from people with disabilities, Indigenous peoples, and members of racialized communities. We are an equal opportunities employer and are committed to providing a barrier-free recruitment process to ensure that people with disabilities have equal access to opportunities.

About arenaflex's Commitment to Information Security

arenaflex is committed to protecting the confidentiality, integrity, and availability of our customers' and employees' information. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

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