Senior Customer Success Manager

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.

Artera’s Customer Success team is looking for a new Senior Customer Success Manager. This is an individual contributor role. You will report directly to our Senior Manager of Customer Success.

You will own and oversee relationships with Artera’s strategic enterprise accounts. You are an experienced customer success manager and you have demonstrated success managing healthcare accounts for SaaS organizations. You are an active listener with strong communication and organizational skills. You thoroughly understand your customers’ business objectives and provide meaningful insight. You have demonstrated the ability to define customer strategies and execute them in a consultative manner. You are looking for your next role within healthcare and are excited about how patient engagement-related workflows can be improved through the use of Artera’s products.

Responsibilities

• Acts as post-sale customer point of contact and is accountable for driving increased customer adoption and utilization of the Artera product suite 
• Assists in the customer renewal process and focuses on improved retention 
• Focuses on customer strategies that improve revenue through up-selling and cross-selling via Customer Success Qualified Leads
• Remains focused on developing high-level relationships with customers to ensure strong relationships are intact at the value realization and buyer level
• Collaborates with the customer on a mutually agreed upon Customer Success plan to drive increased value for Artera’s products and services
• Collaborates with customers to drive metric-driven results
• Gather and relay feedback to continuously iterate on the customer success strategy
• Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s)
• May handle escalations and coordinate risk mitigation across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support
• Gathers and directs VOC (Voice of Customer) feedback to Product
• Promotes, supports, and enables Early Access/Beta customers

Requirements

• Bachelor’s degree required
• 4-7+ years of relevant experience; or an advanced degree with 4-6 years relevant experience 
• Healthcare experience
• Experience being in a Customer Success role for a SaaS product
• Comfortable with frequent change and knows how to operate in a fast-moving, dynamic environment; able to navigate through ambiguity
• Possess a consultative approach with a strong mindset that is customer focused, strategic, data-driven, and can identify new opportunities for increased utilization and feature/integration expansion
• Motivated to deliver an exceptional customer experience; has a proactive approach to managing portfolio 
• Passionate about the patient experience 
• Collaborative, positive, team-oriented mindset
• Familiarity with Salesforce CRM 
• Available to travel around 20-30%

Bonus

• 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
• Meet key colleagues; start to build internal relationships
• Go through tools and systems training 
• Start to get some accounts assigned to you
• Within 60-90 days you will:
• Start to build executive customer relationships 
• Understand customer's workflows, challenges, and initiatives
• Identify areas of upsell/cross-sell

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.