• Manage, mentor, and coach Customer Success Managers, fostering a high-performance culture • Be a resource with shared accountability for achieving and maintaining high Net Promoter Scores for assigned customers • Developing strong customers relationships and effectively communicating with executive stakeholders • Learning customers’ business goals to facilitate delivery of projects and capabilities to support the strategic vision of each customer • Lead quarterly business reviews (QBRs) to assess customer performance, demonstrate ROI, and define strategic initiatives • Develop and execute customer success plans that align Arcadia’s solutions with customer business objectives, ensuring measurable outcomes • Partner with customer success managers in your pod to drive adoption and expansion of Arcadia’s capabilities, increasing customer value and engagement • Act as a trusted advisor, guiding customers on industry trends, best practices, and data-driven decision-making • Define and implement the best practices for account management, issue resolution, and strategic planning • Support team members in managing escalations, resolving complex challenges, and driving customer satisfaction • Collaborate with Product, Engineering, and Implementation teams to relay customer feedback and drive product enhancements • Work closely with the Strategic Growth team to identify upselling and expansion opportunities within assigned accounts • Oversee contract renewals, ensuring proactive engagement and retention strategies • Gain an in-depth understanding of value-based care and how Arcadia tools support customers to achieve success across multiple population health programs by mastering the Arcadia Product Suite