Experienced Senior Director of Customer Success – Healthcare Industry Expert

At arenaflex, we're revolutionizing the healthcare industry with our cutting-edge clinical AI platform, empowering hospitals to analyze patient records and unlock millions in earned revenue. As a Senior Director of Customer Success, you'll play a pivotal role in building and leading a world-class customer account management organization, driving exceptional results for our diverse health system client base.

About arenaflex

arenaflex is a pioneering healthcare technology company founded by physicians in 2020. Our proprietary AI platform understands the nuances of clinical reasoning, enabling hospitals to true the patient record for every discharge. By doing so, hospitals can recover millions in earned revenue, enhance care quality metrics, and optimize healthcare operations. We're passionate about optimizing the way the healthcare system works for everyone.

What You'll Do

As a Senior Director of Customer Success, you'll be accountable for overseeing Regional Customer Success Leaders and working closely with them to deliver exceptional results for our health system clients. Your key responsibilities will include:

• Recruiting, developing, and managing a growing team of Customer Success Managers and Senior Managers, Customer Success, each overseeing a portfolio of health system clients.
• Establishing performance metrics, setting team objectives, and designing development plans to ensure regional teams consistently meet and exceed goals.
• Partnering with the VP of Customer Success and your regional leadership team to develop regional strategies for customer success, including onboarding, adoption, expansion, and renewals.
• Identifying new opportunities to deepen client relationships, collaborating with Sales and Product teams to drive growth and secure long-term partnerships.
• Serving as a trusted advisor to C-level stakeholders at major hospital systems, clarifying business outcomes and aligning arenaflex's platform to client objectives.
• Providing senior-level oversight and guidance for complex or high-profile accounts, working closely with your team to mitigate risks and drive success.
• Collaborating with Implementation, Clinical Excellence, and Product/Engineering teams to ensure client needs are met swiftly and effectively, especially for escalations or complex technical requirements.
• Advocating for customers internally, ensuring their feedback informs product roadmaps and service enhancements.

What You Bring

To succeed in this role, you'll need to bring the following qualifications and skills:

• 10+ years of experience in customer success, account management, or consulting with large health systems or hospitals.
• 5+ years of proven leadership experience managing high-performing teams; previous senior director or similar leadership scope is highly desirable.
• Deep knowledge of hospital revenue cycle and the healthcare ecosystem, with the ability to effectively communicate ROI and strategic value to CFOs and other health system executives.
• Track record of driving complex account expansions, renewals, and high customer satisfaction scores, particularly in a startup or rapidly growing environment.
• Strong relationship-building skills, with an emphasis on executive-level engagement and influence.
• Exceptional communication skills—capable of both high-level strategic conversations and detail-oriented problem-solving discussions.
• Radical ownership mindset, thriving in ambiguous, fast-moving contexts that demand agility and creativity.
• Proficiency with CRM tools (e.g., Salesforce) and familiarity with ticketing systems (e.g., Jira) or project management software for cross-functional collaboration.

Nice To Haves

While not required, the following qualifications and skills would be a plus:

• Advanced degree (e.g., MBA or MPH) or specialized certifications in project management (PMP, Lean Six Sigma).
• Experience working in a high-growth SaaS startup.
• Strong data analytics background, with the ability to develop dashboards and guide data-driven decisions.

Compensation and Benefits

As a Senior Director of Customer Success at arenaflex, you can expect a competitive compensation package, including:

• $215 to $245K base + equity.
• Comprehensive benefits, including medical, dental, and vision plans, with 90-100% of premiums covered for you and 70-90% for dependents.
• One Medical Membership, free if you enroll in a arenaflex medical plan.
• Paid parental leave, up to 12 weeks for birth or adoption.
• Remote-first team, with a $400 home office reimbursement stipend.
• Unlimited PTO and 10 holidays, including 4 floating holidays.
• Learning and development budget, $500 per year (prorated) for courses, books, and resources to expand your skills.
• 401(k) with traditional and Roth options, tax-advantaged retirement savings through Empower.
• Minimal bureaucracy, a fast-moving, high-impact environment where you can focus on what matters.
• Incredible teammates, working alongside smart, supportive, and mission-driven colleagues.

Join the arenaflex Team

If you're passionate about revolutionizing the healthcare industry and driving exceptional results for our health system clients, we want to hear from you. Apply now to become a part of our dynamic team and help us optimize the way the healthcare system works for everyone. Apply for this job