Experienced Customer Success Manager – Healthcare SaaS

At arenaflex, our mission is to revolutionize the way healthcare providers deliver exceptional care. As a leading health tech company, we empower our employees to push boundaries, innovate, and shape the future of healthcare. 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, making a real difference in millions of lives. We are seeking an experienced Customer Success Manager to join our team. 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. This is an exciting opportunity to work with a talented team, drive customer success, and contribute to the growth and success of arenaflex.

About arenaflex

arenaflex is a leading health tech company that's founder-led and privately held. We empower our employees to push boundaries, innovate, and shape the future of healthcare. Our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We are recognized by Forbes as a top private cloud company and honored as one of Canada's Most Admired Corporate Cultures.

About the Role

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. This is an exciting opportunity to work with a talented team, drive customer success, and contribute to the growth and success of arenaflex.

Key Responsibilities:

* Build, grow, and expand client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization (administration, IT, clinical, financial, etc. including C-Suite) to achieve overall customer success and satisfaction.

• 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, as well as maximize expansion, adoption, and retention of subscriptions to make our customers successful and ensure their requests are prioritized and addressed.
• Work closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to 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.

Required Experience:

* You are 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 Experience:

* 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.

Additional Information:

* Hourly Rate: $47 - $51 USD

• 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 some of the benefits you aren't receiving.
• 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 some of the benefits you aren't receiving.

How to Apply:

If you are a motivated and experienced Customer Success Manager looking for a new challenge, please submit your application through the link below. Apply to this Job

Equal Employment Opportunity:

It is the policy of arenaflex to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. arenaflex welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.

Privacy Policy:

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how arenaflex uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact arenaflex’s human resources team: [email protected]

Information Security:

arenaflex is committed to Information Security. 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. Apply for this job