Customer Success Executive

ABOUT ARTERA

Our Mission: Make healthcare #1 in customer service.

What We Deliver: Artera (formerly WELL Health®) is the patient communication platform that delivers happier staff, healthier patients, and more profitable organizations. We enable two-way conversations between patients and their healthcare teams through secure, multilingual messaging across multiple channels – including text, email, and telephone. By unifying disjointed touchpoints into a single, intuitive channel, Artera fuels connected patient experiences and empowers organizations to deliver the best customer service imaginable. 

Our Impact: Artera helps 500+ healthcare providers facilitate more than 1 billion messages for 40+ million patients annually. 

Our award-winning culture: Since founding in 2015, Artera has consistently been recognized for its innovative technology, business growth, and named a top place to work. Examples of these accolades include: Inc. 5000 Fastest Growing Private Companies (2020, 2021, 2022, 2023); Deloitte Technology Fast 500 (2021, 2022, 2023); Built In Best Companies to Work For (2021, 2022, 2023, 2024). Artera has also been recognized by Forbes as one of “America’s Best Startup Employers,” Newsweek as one of the “World’s Best Digital Health Companies,” and named one of the top “44 Startups to Bet your Career on in 2024” by Business Insider.

Atera’s Customer Success organization is seeking a new Customer Success Executive. This is an individual contributor role. The Customer Success Executive will own and oversee relationships with Artera’s customers for the VIP enterprise segment. The Customer Success Executive is an active listener and strategic thinker who can strike the appropriate balance between a customer’s needs and the company’s business objectives. They will thoroughly understand their customers’ top priorities and provide meaningful insight into how patient access and patient experience workflows can be improved through the use of Artera’s products.

Bringing years of customer success and operational experience within the healthcare space, the ideal candidate will have a history of managing complex customer relationships and a successful track record in identifying expansion opportunities within the customer base. The Customer Success Executive will develop relationships with key stakeholders and leaders, assess existing workflow processes, and make recommendations on how to optimize use of the Artera product suite.

Responsibilities

• Acts as a post-sale customer point of contact, using industry business processes, strategic thinking, product knowledge, and technical expertise to increase product adoption and utilization
• Assists in customer renewals and focuses on improved customer retention
• Develops strategies that improve revenue through up-selling and cross-selling via Customer Success Qualified Leads
• Fosters high-level relationships with customers to assure strong relationships are intact at the value realization and buyer level
• Works with the customer on a mutually agreed upon Customer Success Plan to drive increased value for Artera’s products and services
• Handles escalations and coordinates across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support
• Strategic partner to customers to drive metric driven results where applicable
• Able to understand complex customer challenges and find ways to use our products to help customers resolve issues 
• Highly consultative with customers and provides tools and processes to improve the overall Customer Success organization

Requirements

• BA/BS required
• 6-10+ years in customer success, professional services, or operations positions within the healthcare industry or SaaS based companies; or a combination of 4-8 years related experience and an advanced degree 
• Experience being a strategic and consultative partner to customers 
• A deep understanding of patient workflows and hospital operations
• Finely honed relationship building skills, ranging from C-suite to IT and clinical end users
• Deep understanding of Salesforce CRM and disciplined record keeping concerning customer engagement
• Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction
• Comfortable with managing ambiguity, even when things are not defined or the way forward is not certain
• Ability to analyze customer usage data and develop recommendations based on data driven insights
• Effective at prioritizing customer needs and elevating issues that will have the most impact on customer satisfaction, retention, and growth
• Available to travel around 20-30%

Bonus

• Expertise working with healthcare related data and technologies; hands-on experience with leading electronic medical records (EMRs)
• Familiarity with Gainsight
• Master’s degree in business, healthcare administration, or other healthcare-related field

30/60/90

• Within 30 days you will:
• Become product certified
• Begin shadowing customer calls




• Within 60 days you will:
• Meet key colleagues; start to build internal relationships
• Go through tools and systems training 
• Start to get some accounts assigned to you




• Within 90 days you will:
• Independently manage accounts

LOCATION

Artera values in-person collaboration and is currently hiring in the following US cities: Santa Barbara, Los Angeles, San Francisco/Bay Area, Kansas City, and Philadelphia (Wayne). 

Artera HQ is in Santa Barbara, CA, and we have an additional US office located in Philadelphia (Wayne), PA. If you live in the Santa Barbara or Philadelphia area, your role will be hybrid and you will be required to work out of your designated office location 3 days a week, unless otherwise noted in the job requirements. 

If you live in Los Angeles, San Francisco/Bay Area, or Kansas City, your role will be remote to start. As our team continues to grow in these cities, Artera will be considering opening offices in these locations. Once that happens, you will be required to work out of your designated office location 3 days a week, unless otherwise noted in the job requirements. 

WORKING AT ARTERA 

Company benefits - Full health benefits (medical, dental, and vision), flexible spending accounts, company paid life insurance, company paid short-term & long-term disability, company equity, voluntary benefits, 401(k) and more! 

Career development - Manager development cohorts, employee development funds

Generous time off - Company holidays, Winter & Summer break, and flexible time off

Employee Resource Groups (ERGs) - We believe that everyone should belong at their workplace. Our ERGs are available for identifying employees or allies to join. 

Committed to Diversity, Equity, and Inclusion

Artera is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at Artera are based on strategic business needs, job requirements and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexuality, national origin, age, disability, genetics or any other protected status. 

With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. Artera is committed to leveling the playing field, and we encourage you to apply for positions even if you do not meet 100% of the criteria. We would love to connect with you and see if you would be a great fit for our role! 

We’re dedicated to creating an inclusive, equitable, and diverse workplace, where everyone feels safe to be themselves and diversity is a strength. Artera is committed to providing employees with a work environment free of discrimination and harassment; Artera will not tolerate discrimination or harassment of any kind.

DATA PRIVACY

Artera values your privacy. By submitting your application, you consent to the processing of your personal information provided in conjunction with your application. For more information please refer to our Privacy Policy.