Senior Manager, Customer Success

Arcadia • Boston, MA

14d • $100,000 - $140,000 • Remote

About The Position

As a Senior Customer Success Manager (Senior CSM) at Arcadia.io , you will take ownership of a portfolio of enterprise and strategic customers, ensuring alignment between Arcadia’s solutions and customers' business objectives. You will also lead a team of Customer Success Managers (CSMs), providing mentorship, guidance, and oversight to drive best-in-class customer outcomes. The Senior CSM plays a key role in fostering long-term relationships, driving adoption, and delivering strategic value to customers. You will leverage your expertise in healthcare technology, data analytics, and customer success best practices to proactively manage customer health, escalate risks, and identify opportunities for growth. This role requires a blend of strategic thinking, technical acumen, and leadership to ensure that Arcadia’s customers maximize the value of our solutions. In this position, you will work closely with division leaders, customer success managers, implementation management, production support SMEs, engineering, product managers and service desk teams.

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 other analytical discipline) or equivalent professional work experience
• Strong understanding of value-based care, population health, and healthcare data analytics
• Exceptional ability to translate complex technical concepts into business value for customers
• Strong communication skills including the ability to interact with customers and explain technical concepts and product functionality clearly
• Experience managing executive-level relationships and driving C-suite engagement
• Excellent communication skills, including the ability to present to diverse audiences
• Excellent presentation and communication skills, including the ability to create compelling materials in Microsoft PowerPoint, Excel, Word, etc.
• Regularly learn new skills, make timely decisions, and adapt well to change
• Strong analytical, quantitative, problem solving and organization skills
• Attention to detail and ability to coordinate multiple tasks, set priorities and meet deadlines
• Thrive as a self-starter with the curiosity and tenacity to learn complex concepts
• Exceptional ability to complete committed follow-ups and tasks
• Ability to travel approximately 30%

Nice To Haves

• Multiple years in IT support and relevant experience in value-based care/population health management
• Experience using technologies such as SQL Server, JIRA and others to aid our customers in resolving complex big data issues. Additional programming language experience is a plus
• Experience interacting with Product and Engineering teams to identify and implement improvements to the software, and installation and configuration processes based on field Experience in value-based care
• A robust understanding of EHR and claims data
• Proven ability to lead successful client meetings with executive, operational, clinical, and technical stakeholders
• Knowledge of HIPAA, experience with EHR and/or Claims data, or experience in a secure data systems environment is a plus

Responsibilities

• Manage, mentor, and coach Customer Success Managers, fostering a high-performance culture
• Be a resource with shared accountability for achieving and maintaining high Net Promoter Scores for assigned customers
• Developing strong customers relationships and effectively communicating with executive stakeholders
• Learning customers’ business goals to facilitate delivery of projects and capabilities to support the strategic vision of each customer
• Lead quarterly business reviews (QBRs) to assess customer performance, demonstrate ROI, and define strategic initiatives
• Develop and execute customer success plans that align Arcadia’s solutions with customer business objectives, ensuring measurable outcomes
• Partner with customer success managers in your pod to drive adoption and expansion of Arcadia’s capabilities, increasing customer value and engagement
• Act as a trusted advisor , guiding customers on industry trends, best practices, and data-driven decision-making
• Define and implement the best practices for account management, issue resolution, and strategic planning
• Support team members in managing escalations, resolving complex challenges, and driving customer satisfaction
• Collaborate with Product, Engineering, and Implementation teams to relay customer feedback and drive product enhancements
• Work closely with the Strategic Growth team to identify upselling and expansion opportunities within assigned accounts
• Oversee contract renewals, ensuring proactive engagement and retention strategies
• Gain an in-depth understanding of value-based care and how Arcadia tools support customers to achieve success across multiple population health programs by mastering the Arcadia Product Suite

Benefits

• Be a key leader in transforming healthcare technology and improving patient outcomes
• Support a wide variety of customers in the healthcare space – all focused on pulling healthcare tech into modernity
• Be a part of a mission driven company that is transforming the healthcare industry by changing the way patients receive care
• A flexible, remote friendly company with personality and heart
• Employee driven programs and initiatives for personal and professional development
• Great benefits like flextime time off
• Being a member of the Arcadian and Barkadian Community

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level