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Head of Customer Success

Arena is seeking a skilled professional who will be responsible for leading a team that owns the relationship with our customers.  The team provides technical and product guidance, evaluates customers’ operational, technical and analytical challenges, and implements solutions ranging from new integrations to new analytical workflows/use cases, to entirely new product offerings. This team also provides feedback on requests/features requested by our customers and Sales team to our Product team.


  • Define and execute end-to-end implementation strategies and processes to ensure that our customer integrations continue to support Arena’s goals (revenue, efficacy, adoption, data )
  • Drive and manage our Implementations team while developing and documenting best practices to continually Improve implementation efficiencies
  • Support the Sales process in a pre-signing capacity to show the viability of our solutions, as well as plan the integration
  • Work with the customer to define and deliver on the customer’s objectives when launching and running implementations
  • Develop partner specific plan for measuring success by defining the goals of the implementation and ensuring their achievement
  • Work with Business Development, Product, and Technology to find areas to refine product offerings.
  • Increase Arena customer presence/product adoption


  • 7 + years progressive experience building and leading software implementation teams
  • Demonstrated success in scaling teams implementing complex software products
  • Proven track record of gracefully managing expectations and driving consensus among multiple stakeholders at varied levels of customer organizations  (“C” suite to line)
  • Deep understanding of technology
  • Superior project/program management skills
  • Strong analytical/organizational/operational skills
  • Excellent oral, written, and presentation skills
  • Passion for technology and its use in healthcare

Arena uses predictive analytics to help healthcare organizations transform their workforce by finding the best talent for each role, in each department, at each location. While the labor market today typically relies on signals from resumes, we apply large amounts of data and cutting-edge data science to transform the way people are identified, hired, and deployed—a change that has implications for everything from the country’s ability to innovate to the way we perceive difference in our society. While we are focused on the healthcare industry today, that is only the beginning.  With a quickly growing business, a strong leadership team, and a well-respected client base, Arena is positioned to become the leader in talent identification and deployment.

We collect data about applicants through our cloud-based platform and we generate a prediction for each candidate that is customized for each organization, location, department, and role.  The predictions are tuned for specific outcomes such as employee retention, patient satisfaction, employee engagement, and quality of care. The longer we work with our clients, the more outcome data we receive (we will process over 4 million applications this year) from their specific organizations; we use this data to continuously refine and improve the accuracy of the algorithms.


Across our 400+ client facilities, we have a 100% success rate at reducing employee turnover, with a median impact of a reduction of 38%. Arena is deployed at leading healthcare organizations including Adventist Health, Adventist HealthCare, LifeBridge, Loma Linda, Mount Sinai Health, MultiCare Health, Regional One Health, and Sunrise Senior Living.


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