Senior Customer Success Manager

Arcadia is dedicated to happier, healthier days for all. We transform diverse data into a unified fabric for health. Our platform delivers actionable insights for our customers to advance care and research, drive strategic growth, and achieve financial success. For more information, visit arcadia.io.

Why This Role Is Important to Arcadia

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.

What Success Looks Like

In 3 months

- Complete Arcadia Core Platform certification and onboarding requirements

- Successfully onboard to all customers in assigned portfolio

- Establish relationships with key stakeholders across assigned accounts.

- Develop strategic account plans for customers under management.

- Gain proficiency in Arcadia’s data processes and platform capabilities

- Coordinate with internal teams to create and execute against project timelines

- Deploy structure for managing, mentoring and coaching Customer Success Managers in your pod

- Show a base understanding of how Arcadia supports several population health programs focused on Cost, Utilization, Quality and Risk performance

- Have a strong understanding of Arcadia’s security protocols and processes

- Convey ideas and solutions effectively, professionally and with appropriate sensitivity through verbal and written communication 

In 6 months

- Lead customer strategy sessions, ensuring clear roadmaps and adoption plan to help clients reach their business goals

- Proactively identify at-risk accounts and implement retention strategies.

- Provide hands-on training and mentorship to Customer Success Managers

- Understand Arcadia’s data ingestion processes and be able to troubleshoot processing issues at a high-level

- Be able to guide clients through recommended product configurations that are in alignment with clients’ goals and initiatives

- Demonstrate fluency in the interconnectivity between product functionality, data quality, data dependencies, and a client’s end use case

- Use technical skills and critical thinking to assist in investigating highly complex issues. Develop and execute against remediation plans

- Understand and translate issue impact relative to customers’ business needs

- Full accountability for direct Customer Success Managers who are leading small to medium implementation projects for Arcadia data feeds and applications

· Leverage Arcadia tools to monitor adoption of Arcadia capabilities and flag risks

- Alongside a division leader, co-lead a contract renewal strategy for an applicable customer

- Partner with Strategic Growth team to drive upsell and cross-sell opportunities.

In 12 months

- Lead process improvement initiatives to enhance customer success operations.

- Contribute to hiring and training efforts for growing the Customer Success team

- Own and execute customer expansion strategies, driving measurable business value

- Be wholly responsible for leading and completing a customer’s contract renewal

- Contribute to hiring efforts for growing the Customer Success team

What You'll Be Doing

• 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

What You'll Bring

• 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%

Would Love For You To Have

• 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

What You'll Get

• 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

About Arcadia

Arcadia.io helps innovative providers and payers across the country transform healthcare to reduce cost while improving patient health. We do this by aggregating large amounts of disparate data, applying algorithms to identify opportunities to provide better patient care, and making those opportunities actionable by physicians at the point of care in near-real time. We are passionate about helping our customers drive meaningful outcomes. We are growing fast and have emerged as a market leader in the highly competitive population health management software market and have been recognized by industry analysts KLAS, IDC, Forrester, and Chilmark for our leadership. For a better sense of our brand and products, please explore our website.

Protect Yourself

If you have concerns about the authenticity of a job offer or recruitment-related communication claiming to be from Arcadia, we encourage you to verify by contacting us directly at (781) 202-3600 and select option 3. For more information, visit our website.

This position is responsible for following all Security policies and procedures in order to protect all PHI under Arcadia's custodianship as well as Arcadia Intellectual Properties. For any security-specific roles, the responsibilities would be further defined by the hiring manager.