Senior Manager, Customer Success

Arcadia is dedicated to happier, healthier days for all. We believe that there is a better healthcare world – one powered by data. Our platform transforms complex, diverse data into a unified foundation for health, helping organizations deliver better care, boost revenue, and lower costs.
 
We’re a team of fiercely driven individuals committed to making healthcare more sustainable—and we’re looking for passionate people to help us get there.
 
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