Customer Success Director

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: In 2021, Artera was named #10 on the Forbes list of America’s Best Startup Employers, as well as being named one of Deloitte’s Fast 500 (#133). Artera was also recognized as one of the Best Midsize Companies to Work for in Los Angeles by Built In in 2022, and has been ranked on the Inc. 5000 list of fastest-growing private companies for three consecutive years.

SUMMARY 

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

As a Customer Success Director, you will own and oversee relationships with Artera’s smaller enterprise customers. 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 in a consultative manner. You are looking for your next role within healthcare and 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 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 assure 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
• 6-8 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, data driven, and is able to 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 Customer Success Tool
• Master’s