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Customer Success Manager

2 months, 1 week ago
Anywhere
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Confluence HIPAA JIRA SQL SQL Server
Apply Now
Arcadia

Arcadia

Arcadia provides a healthcare data platform that enables organizations to unify diverse data sources, derive actionable insights through analytics, and enhance patient outcomes by delivering high-quality care experiences.

IT Services
251-1K
Founded 2002
$154M raised
View All Jobs 14

Description

  • Serve as the primary day-to-day point of contact for assigned customer accounts on the Arcadia platform.
  • Own end-to-end customer success for a portfolio of non-enterprise clients with minimal oversight over time.
  • Drive adoption of Arcadia capabilities through training, demos, workshops, and tailored guidance.
  • Investigate escalated and highly complex issues and coordinate remediation with cross-functional internal teams.
  • Manage post-implementation work, including product upgrades, platform changes, annual quality measure updates, and data integration quality control.
  • Translate customer business goals, technical concepts, and platform functionality into actionable plans and recommendations.
  • Develop strategic customer roadmaps focused on growth, adoption, and partnership.
  • Monitor adoption, identify risks, and support renewal strategy in collaboration with management.
  • Communicate project timelines, status updates, root cause analysis, and remediation plans to customer leadership.
  • Mentor and support onboarding for new Customer Success team members as needed.

Requirements

  • 5+ years of related work experience in customer success or a similar role.
  • Bachelor’s degree in IT or a related technical field such as Computer Science, Information Management, Mathematics, or another analytical discipline, or equivalent professional experience.
  • Experience working in technology or healthcare, preferably on the vendor side.
  • Strong communication skills with the ability to explain technical concepts and product functionality clearly to customers.
  • Experience communicating with a wide range of audiences, including technical, business, clinical, and executive stakeholders.
  • Strong analytical, quantitative, problem-solving, and organizational skills.
  • Ability to manage multiple tasks, set priorities, meet deadlines, and follow through reliably.
  • Self-starter mindset with curiosity, tenacity, and the ability to learn complex concepts quickly.
  • Ability to travel approximately 30%.
  • Preferred experience in IT support, healthcare, value-based care, EHR and claims data, or secure data systems environments.
  • Preferred experience using SQL Server, Microsoft Office, JIRA, Confluence, Smartsheet, or other similar tools.
  • Preferred experience partnering with Product and Engineering teams to improve software, installation, and configuration processes.

Benefits

  • Salary range of $70,000 to $112,000 per year.
  • Flexible, remote-friendly work environment.
  • Employee-driven programs and initiatives for personal and professional development.
  • Great benefits including flextime time off.
  • Opportunity to work for a mission-driven healthcare company.
  • Access to a broad customer base in the healthcare technology space.
  • Membership in the Arcadian and Barkadian community.

Interested in this position?

Apply directly on the company website

Apply Now

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