Senior Customer Success Analyst

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.
We are seeking a Senior Customer Success Analyst with extensive experience in the healthcare industry and a deep understanding of healthcare workflows. This role is pivotal in ensuring our healthcare clients realize the full value of our platform by delivering strategic insights, enhancing operational workflows, and driving adoption of best practices. You will work collaboratively with internal teams and client stakeholders to identify opportunities for improvement, automate processes, and develop actionable recommendations that directly impact customer retention and organizational success.
As a key player on the Customer Success team, you will leverage advanced analytics and data visualization tools to provide clients with meaningful insights into their performance. By proactively identifying and solving challenges, you’ll help clients unlock new use cases, increase efficiencies, and deliver better patient outcomes. This role also requires exceptional communication and cross-functional leadership skills, as you’ll partner with Customer Success, Sales, Enablement, and Product teams to align our offerings with customer needs and industry trends.

Responsibilities

• Solution Design: Act as a platform expert, advising clients on workflow optimization and scaling solutions to improve efficiency and achieve strategic goals.
• Operational Excellence: Design and execute workflow enhancement projects to improve efficiency and deliver measurable value.
• Data-Driven Insights: Develop dashboards and reports using tools like Looker to analyze customer performance, identify trends, and present ROI-driven recommendations.
• Customer Enablement: Lead customer initiatives to drive feature adoption, deliver tailored training, and resolve complex challenges with innovative solutions.
• Cross-Functional Collaboration: Partner with internal teams to design customer-centric solutions, advocate for platform enhancements, and contribute to strategic initiatives that improve operations and product offerings.
• Performance Tracking: Monitor key success metrics, including retention, workflow adoption, and cross-sell opportunities, contributing to the development of market maturity metrics.

Requirements

• Bachelor’s degree preferred *additional experience in lieu of a degree is also acceptable* 
• 4+ years of experience in healthcare workflows (e.g., patient access, population health, revenue cycle, etc).
• Proficiency with data visualization tools like Looker, focused on analytics and ROI modeling.
• Strong track record in customer-facing roles within SaaS or health IT industries.
• Excellent problem-solving skills, with the ability to address complex challenges and deliver effective solutions.
• Outstanding communication and stakeholder engagement skills at all levels.
• Experience in automating healthcare workflows to improve efficiency and effectiveness.
• Familiarity with healthcare regulations (e.g., HIPAA, HL7) and their impact on workflows.
• Background in change management, including process improvement and user training.

Bonus

• Knowledge of Salesforce for project tracking and customer relationship management.
• Experience in supporting Sales and Customer Success teams with use case adoption and optimization.
• Passion fo