Arcadia25mo ago

USD 70000–112000/yr

Customer Success Manager

RemoteFull-time Remotemid

Customer Success ManagerCustomer SuccessCustomer

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Quick Summary

Overview

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.

Technical Tools

confluenceexceljirams-officesqlcustomer-successmentoring

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

At Arcadia.io, the Customer Success Manager (CSM) has complete responsibility for end-to-end customer success for Arcadia’s non-enterprise clients. CSMs commit to the ongoing work of making satisfied customers, through ensuring collective adoption of Arcadia capabilities, strong data quality, rapid and effective support, and smooth upgrades. The CSM displays an intimate understanding of Arcadia functionality and can marry this understanding with their knowledge of value-based care to lead product training, mitigate issues, and reconfigure tools to meet new business goals. A CSM’s experience and skills enable them to independently manage a portfolio of customer accounts operating as the clients’ primary point of contact. CSMs build long term relationships with their clients and are vested in their success.

CSMs have a knack for connecting strategic business objectives to Arcadia’s capabilities, enjoy getting into the weeds, and excel at critical problem solving. The CSM leads cross-functional teams to effectively troubleshoot, and project manage complex technical issues. As the customer’s primary point of contact, the CSM will prioritize executing projects to support each client’s business objectives, increasing the adoption of Arcadia tools and capabilities, manage post-initial implementation projects, communicate timelines, and be the first line of expertise and support for Arcadia customers.

In this position, you will work closely with division leaders, 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

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

· Communicate project status updates to customer leadership

· Provide support to assigned customer accounts with oversight

· Know each assigned customers’ scope of work and overarching Arcadia use cases

· Drive issue resolution through coordination with internal teams

· 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 the appropriate sensitivity through verbal and written communication

In 6 months

· Act as the primary CSM on assigned customer accounts with minimal oversight

· Manage day to day operations of each customer

· Train customers on the base platform and be able to tailor the training to customers’ needs

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

· Be knowledgeable on a customer’s strategic goals and initiatives supported through Arcadia

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

· Assist in leading and executing planning and adoption workshops with customers

· 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 managing small to medium implementation projects for Arcadia data feeds and applications

· Develop strategic customer roadmaps, focusing on growth, adoption, and partnership in collaboration with management

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

· Assist management in designing and executing a contract renewal strategy for an applicable customer

In 12 months

· Manage several customer accounts independently

· Train customers across Arcadia product suite

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

· Develop strategies to help a client reach their business goals through solutioning, product configuration changes and trainings

· Have full accountability in developing strategic customer roadmaps, focusing on growth, adoption, and partnership

· Assist in the onboarding and mentoring of new Customer Success Analysts and Customer Success Managers

· Work with product and engineering teams to relay customer feedback on feature improvements.

· Assist in the onboarding and mentoring of new Customer Success Analysts and Customer Success Managers

Serving as the primary day-to-day point of contact for customers live on the Arcadia platform

Connecting the dots between platform functionality, data dependencies/data model, and customer use cases to support capability adoption plans

Be a resource with shared accountability for achieving and maintaining high Net Promoter Scores for assigned customers

Driving adoption and scaling the use of Arcadia capabilities at your customers to pave a path for Arcadia capability growth

Investigating escalated and highly complex issues to develop remediation plans with internal teams. Driving complex issue resolution through collaboration with cross-functional Arcadia teams

Managing the implementation of product upgrades, significant platform changes, annual quality measure updates, and data integration quality control processes.

Developing strong customers relationships and effectively communicating issue root cause/remediation and product functionality

Learning customers’ business goals to facilitate internal decisions, e.g. strategize platform upgrades, prioritization of updates, understand issue impact, internal escalation and managing platform adoption.

Conducting customer trainings and demos across the Arcadia product suite to facilitate adoption

Acting as the translator between internal and external teams regarding complex technical concepts and business needs

Educating customers on Arcadia processes including data integration, data processing, upgrades, issue resolution

Gaining an in depth understanding of value-based care and how Arcadia tools support customers to achieve success across multiple population health programs

Mastering the Arcadia Product Suite and understanding Arcadia’s data flow processes to be first line of support for customers

Leveraging tools such as Jira, Confluence, Smartsheet, and SQL

Years related work experience; Customer Success Manager: 5+

Bachelor’s degree in IT or related technical field (Computer Science, Information Management, Mathematics, or other analytical discipline) or equivalent professional work experience

Experience working in technology or healthcare, preferably on the vendor side

Strong communication skills including the ability to interact with customers and explain technical concepts and product functionality clearly

Experience communicating with a wide range of audiences (tech, business, clinical, executive)

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 organizations 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%.

Multiple years in IT support or relevant experience. Healthcare industry experience is a plus

Experience using technologies such as SQL Server, Microsoft Office, 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

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

Be 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.

Location & Eligibility

Where is the job

Worldwide

Fully remote, anywhere in the world

Who can apply

Same as job location

Listed under

Worldwide

Listing Details

Posted: April 19, 2024
First seen: March 26, 2026
Last seen: June 2, 2026

Posting Health

Days active: 67
Repost count: 0
Trust Level: 51%
Scored at: June 2, 2026

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Arcadia

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Arcadia is a healthcare technology company that transforms data into actionable insights to accelerate healthcare transformation for providers, payers, and life sciences organizations.

Employees

350

Founded

2002

Jobs

View 13 jobs

View company profile

Salary

USD 70000–112000

per year

Apply now

External application · ~5 min on Arcadia's site