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The Senior Customer Success Manager will build trusted relationships with healthcare clients, ensuring their success and satisfaction while driving platform adoption and growth through strategic support and guidance.
ABOUT ARTERA
Our Mission: Make healthcare #1 in customer service.
What We Deliver: Artera, a SaaS leader in digital health, transforms patient experience with AI-powered virtual agents (voice and text) for every step of the patient journey. Trusted by 1,000+ provider organizations — including specialty groups, FQHCs, large IDNs and federal agencies — engaging 100 million patients annually. Artera’s virtual agents support front desk staff to improve patient access including self-scheduling, intake, forms, billing and more. Whether augmenting a team or unleashing a fully autonomous digital workforce, Artera offers multiple virtual agent options to meet healthcare organizations where they are in their AI journey. Artera helps support 2B communications in 109 languages across voice, text and web. A decade of healthcare expertise, powered by AI.
Our Impact: Trusted by 900+ provider organizations — including specialty groups, FQHCs, large IDNs and federal agencies — engaging 100 million patients annually.
Our award-winning culture: 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, 2024); Deloitte Technology Fast 500 (2021, 2022, 2023, 2024); Built In Best Companies to Work For (2021, 2022, 2023, 2024, 2025). 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.
SUMMARY
Artera's looking for a Senior Customer Success Manager who approaches challenges with curiosity, drives solutions with intention, and takes full ownership of the customer experience. In this role, you’ll manage a portfolio of mid-market and strategic healthcare customers, serving as their primary point of contact and trusted partner. You’ll help them navigate complex systems, uncover value across our platform, and translate their business goals into measurable outcomes.
This is a high-impact, customer-facing role that requires both strategic thinking and operational excellence. The ideal candidate is curious, proactive, and deeply attuned to the nuances of healthcare IT. You’ll collaborate cross-functionally with Product, Engineering, and Sales to advocate for your customers, inform internal priorities, and ensure a best-in-class experience, helping healthcare organizations deliver more connected, meaningful care through technology.
RESPONSIBILITIES
- Strategic Relationship Management: Act as the primary post-sale point of contact for ~15 mid-market and strategic healthcare clients, building trusted relationships across operational and executive stakeholders.
- Solutions-Focused Guidance: Understand each customer’s unique goals and workflows to position the right solutions, guide platform adoption, and deliver measurable business outcomes.
- Growth & Retention Enablement: Identify opportunities for expansion and renewal by surfacing Customer Success Qualified Leads (CSQLs) and collaborating with Sales to drive long-term value.
- Voice of the Customer: Translate feedback and insights into clear, actionable inputs for Product, Engineering, and other internal teams to improve the platform and customer experience.
- Operational Excellence: Maintain accurate account data in Salesforce, identify inefficiencies in internal or customer-facing processes, and contribute to continuous improvement efforts.
- Risk Mitigation & Escalation Support: Anticipate challenges, manage escalations, and coordinate across cross-functional teams to proactively resolve issues and protect account health.
REQUIREMENTS
- 4–7+ years of experience in a customer-facing role, including at least two years working in healthcare IT (patient engagement experience is highly preferred).
- Bachelor’s degree in Healthcare, Marketing, Business, or a similar field; we welcome equivalent experience in place of formal education.
- Proven success managing strategic or complex accounts with a focus on retention, growth, and product adoption
- Familiarity with healthcare IT systems, workflows, and patient engagement challenges
- Comfortable engaging across technical and non-technical stakeholders; able to position solutions effectively
- Proficient with Salesforce or similar CRM tools
- Willingness and ability to travel as needed to support customer relationships and business priorities.
BONUS
- Previous experience working with electronic health record (EHR) systems or clinical environments, including clinicians or healthcare practitioners
- Advanced degree such as an MBA or a Master’s in a healthcare-related field
OUR APPROACH TO WORK LOCATION
Artera has hybrid office locations in Santa Barbara, CA, and Philadelphia (Wayne), PA, where team members typically come in three days a week. Specific frequency can vary depending on your team's needs, manager expectations and/or role responsibilities.
In addition to our U.S. office locations, we are intentionally building geographically concentrated teams in several key metropolitan areas, which we call our “Hiring Hubs.” We are currently hiring remote candidates located within the following hiring hubs:
- Boston Metro Area, MA
- Chicago Metro Area, IL
- Denver Metro Area, CO
- Kansas City Metro Area (KS/MO)
- Los Angeles Metro Area, CA
- San Francisco / Bay Area, CA
- Seattle Metro Area, WA
This hub-based model helps us cultivate strong local connections and team cohesion, even in a distributed environment.
To be eligible for employment at Artera, candidates must reside in one of our hybrid office cities or one of the designated hiring hubs. Specific roles may call out location preferences when relevant.
As our hubs grow, we may establish local offices to further enhance in-person connection and collaboration. While there are no current plans in place, should an office open in your area, we anticipate implementing a hybrid model. Any future attendance expectations would be developed thoughtfully, considering factors like typical commute times and access to public transit, to ensure they are fair and practical for the local team.
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.
EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT
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.
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.
Artera provides reasonable accommodations for applicants and employees in compliance with state and federal laws. If you need an accommodation, please reach out to [email protected].
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.
SECURITY REQUIREMENTS
All employees are responsible for protecting the confidentiality, integrity, and availability of the organization’s systems and data, including safeguarding Artera’s sensitive information such as, Personal identifiable Information (PII) and Protected Health Information (PHI). Those with specific security or privacy responsibilities must ensure compliance with organizational policies, regulatory requirements, and applicable standards and frameworks by implementing safeguards, monitoring for threats, reporting incidents, and addressing data handling risks or breaches.
Top Skills
Salesforce
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