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Senior Manager, Customer Success

1 month, 3 weeks ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
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 17

Description

  • Manage, mentor, coach, and develop a pod of Customer Success Managers to foster a high-performance customer success organization.
  • Own a portfolio of enterprise and strategic customers, establishing relationships with key stakeholders and developing strategic account plans.
  • Drive adoption and expansion of Arcadia’s capabilities, partnering with CSMs and the Strategic Growth team to identify upsell and cross-sell opportunities.
  • Lead quarterly business reviews (QBRs), customer strategy sessions, and contract renewal activities to demonstrate ROI and secure retention.
  • Develop and execute customer success plans that align Arcadia solutions with customer business objectives and measurable outcomes.
  • Monitor customer health and product adoption using Arcadia tools, proactively identify at-risk accounts, and implement retention and remediation strategies.
  • Serve as a trusted advisor to customers on industry trends, best practices, and data-driven decision-making; translate product and data capabilities into business value.
  • Coordinate cross-functionally with Product, Engineering, Implementation, Production Support, and Service Desk teams to relay customer feedback, resolve escalations, and drive product enhancements.
  • Oversee and provide accountability for small-to-medium implementation projects related to Arcadia data feeds and applications.
  • Lead process improvement initiatives for customer success operations and contribute to hiring and training efforts for team growth.

Requirements

  • 5+ years of experience in Customer Success, Account Management, or Consulting within healthcare technology.
  • 2+ years of experience managing and mentoring customer success or account management teams.
  • Bachelor’s degree in IT or related technical field (Computer Science, Information Management, Mathematics) or equivalent professional experience.
  • Strong understanding of value-based care, population health, and healthcare data analytics, with a robust understanding of EHR and claims data.
  • Proven experience managing executive-level relationships and presenting to C-suite and diverse audiences; strong presentation and written communication skills.
  • Strong analytical, quantitative, problem-solving, organization skills, attention to detail, and ability to coordinate multiple tasks and meet deadlines.
  • Ability to travel approximately 30%.
  • Experience using technologies such as SQL Server and JIRA is preferred; additional programming language experience is a plus.
  • Experience in IT support, secure data systems environments, or knowledge of HIPAA is preferred.
  • Experience interacting with Product and Engineering teams to drive product/process improvements is a plus.

Benefits

  • $100,000 - $140,000 per year salary range.
  • Flexible, remote-friendly work environment.
  • Flextime and time-off benefits.
  • Employee-driven programs and initiatives for personal and professional development.
  • Opportunity to be part of a mission-driven company transforming healthcare and to support a variety of healthcare customers.
  • Membership in the Arcadian and Barkadian community.

Interested in this position?

Apply directly on the company website

Apply Now

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