Senior Manager, Customer Success

Arcadia is dedicated to transforming healthcare through data-driven solutions, and they are seeking a Senior Manager, Customer Success to lead a team of Customer Success Managers. This role focuses on ensuring alignment between Arcadia’s offerings and customer objectives, fostering long-term relationships, and driving adoption of their healthcare technology solutions.

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

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%
• 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