Senior Customer Success Manager

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not provided

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.

This role focuses on taking 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.

Requirements

• Healthcare technology experience
• Data analytics expertise
• Customer success best practices knowledge
• Strong communication skills (verbal and written)
• Ability to understand and troubleshoot technical issues at a high level
• Strategic thinking skills
• Leadership skills

Responsibilities

• Manage a portfolio of enterprise and strategic customers.
• Ensure alignment between Arcadia’s solutions and customers’ business objectives.
• Lead a team of Customer Success Managers (CSMs), providing mentorship and guidance.
• Foster long-term customer relationships.
• Drive product adoption.
• Deliver strategic value to customers.
• Proactively manage customer health and escalate risks.
• Identify opportunities for growth.
• Coordinate with internal teams (division leaders, implementation management, production support SMEs, engineering, product managers, and service desk teams).
• Develop strategic account plans.
• Conduct customer strategy sessions and create roadmaps.
• Implement retention strategies.
• Provide hands-on training and mentorship to CSMs.
• Understand Arcadia’s data ingestion processes.
• Guide clients through product configurations.
• Convey ideas and solutions effectively.

Success Metrics (Initial 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.

Success Metrics (6 Months)

• Lead customer strategy sessions, ensuring clear roadmaps and adoption plans.
• 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, and data de