**Experienced Founding Customer Success Lead – Healthcare Benefits and SaaS Platform Development**

At arenaflex, we're revolutionizing the way Americans interact with their healthcare benefits. Our mission is to empower people to make better decisions while saving time, money, and stress. We're looking for a seasoned Customer Success Lead to join our team and help us achieve this vision. **About arenaflex** arenaflex is a cutting-edge healthcare benefits platform that's changing the game. We're not just another benefits administrator; we're a partner that helps employers ensure their employees get the most out of their benefits. Our platform is designed to simplify complex healthcare data, making it easy for people to understand and navigate their benefits. **The Role** As our Founding Customer Success Lead, you'll be the primary partner to a portfolio of employer clients, ensuring they derive maximum value from our platform from onboarding through renewal. You'll craft strategic benefit engagement plans, deepen client relationships, and help evolve arenaflex's offerings by channeling client feedback into product improvements. You'll work cross-functionally across sales, support, and product, and will report to the CEO to help build out a best-in-class Customer Success function at arenaflex. **Key Responsibilities** * Act as the strategic advisor and day-to-day contact for a portfolio of employer clients and their benefits consultants. * Define and execute client program strategies that integrate arenaflex with broader benefit ecosystems. * Regularly share reporting, engagement metrics, and insights to highlight arenaflex's value, impact, and ROI. * Identify risks early, surface client challenges, and proactively implement solutions to ensure retention and satisfaction. * Support open enrollment success by collaborating with clients to drive meaningful employee adoption and awareness. * Foster long-term relationships with decision-makers, including HR & Benefits leaders, VPs, and C-suite executives. * Manage the full renewal process, ensuring smooth transitions and identifying upsell or benefit expansion opportunities. **Cross-functional Collaboration** * Partner with the product team to channel client feedback into roadmap priorities and feature development. * Work closely with sales to align on account strategy, identify growth opportunities, and support renewal and expansion. * Coordinate with operational teams to resolve escalations, maintain SLAs, and ensure a consistently excellent client experience. * Capture client success stories, testimonials, and engagement content for marketing opportunities. * Help develop key workflows, processes, and documentation that lay the foundation for a world-class client experience. **Essential Qualifications: Must-Haves** * 3+ years in customer success, account management, consulting, or similar client-facing role, ideally in a B2B SaaS, healthcare, or benefits environment. * Proven track record of managing strategic relationships with mid-size to large employer clients, including C-suite stakeholders. * Experience driving outcomes such as adoption, utilization, renewal, and upsell. * Excellent communicator—written, verbal, and visual—with a knack for storytelling and building trust. * Strong project management and organizational skills; ability to manage competing priorities across clients. * Comfortable working in ambiguity and adapting quickly in a fast-paced, early-stage environment. * Proficiency with CRM tools, data platforms, and reporting dashboards. **Preferred Attributes: Nice-to-Haves** * Experience in healthcare, digital health, or employee benefits * Familiarity with open enrollment, plan design, and cost transparency tools * Experience in an early stage start-up environment, building a function from scratch * Interest/experience in building a team as we scale * Based in NYC or willing to work in-office 3x per week **Total Rewards Package** * Cash compensation range: $130,000 – $160,000 per year (based on experience and location) * Equity (stock options) for all full-time employees * Flexible PTO * Best-in-class Medical, Dental, and Vision insurance — plus access to arenaflex to help you choose the best plan * 401(k) matching * Quarterly team offsites **Work Environment and Company Culture** * arenaflex is a dynamic and fast-paced environment that values collaboration, innovation, and user-centricity. * Our team is passionate about making a meaningful impact in the healthcare industry and is committed to delivering exceptional results. * We prioritize transparency, open communication, and continuous learning to ensure everyone has the tools and support they need to succeed. **Application Process** If you're a seasoned customer success professional with a passion for healthcare benefits and SaaS platform development, we'd love to hear from you. Please fill out the application form, and if your experience and interests align, someone from our team will reach out for an initial conversation. **Our Values** * Users first: We care about solving real problems for real people. * Transparency: We communicate honestly to build confidence and trust. * Resilience: We take on the hardest challenges in a complex industry. * Curiosity: We ask questions and explore better ways of doing things. * Duty: We take our role in healthcare seriously—it's not optional. * Collaboration: We achieve more together than alone. **Equal Opportunity Employer** arenaflex is an equal opportunity employer. We value diversity and prohibit discrimination and harassment of any kind. Apply for this job