The Role: Provider Success Manager
Location: Remote, U.S.-based
Working hours: Eastern Standard Time
Compensation: Salary ranging from $90,000 - $110,000
About ArcHouse
Losing a loved one is a tough experience in its own right, and to have this pain further compounded by complex operational challenges makes the experience even more difficult. Hospice care is designed to provide comfort and support to both patients and their families, yet the inefficiencies rooted in overwhelming paperwork, faxes, and phone calls have played a large part in delaying much-needed care.
This is why we started ArcHouse, and we’re building the infrastructure that ensures millions of patients receive the care they deserve in their final days.
About the Role
As one of our early Provider Success team members, you’ll play a pivotal role in onboarding new partners, driving long-term value, and helping shape the customer journey. You’ll work closely with hospice leadership, clinical teams, and internal product stakeholders to ensure customers achieve success with ArcHouse from day one and beyond.
You’ll be an operator, strategist, and advocate building high-trust relationships, translating goals into usage, and surfacing insights that shape both our product and our partnerships.
What You’ll Do
- Own onboarding and implementation, ensuring a smooth rollout and immediate impact
- Drive product adoption by identifying and supporting key use cases across customer teams
- Conduct regular customer check-ins and quarterly business reviews (QBRs) to align on progress, capture feedback, and co-develop strategic plans
- Foster strong, strategic partnerships with hospice leaders and frontline staff
- Identify expansion opportunities in partnership with Sales
- Travel for high-impact touchpoints such as site visits or conferences (approximately 6-8 trips per year)
- Act as the voice of the customer internally, synthesizing feedback and sharing well-developed insights with Product and Engineering
- Help define and scale our Customer Success motion, building playbooks, feedback loops, and proactive engagement models from the ground up
You Might Be a Fit If You…
- Have 4+ years of experience in Customer Success, Implementation, or Account Management - ideally in SaaS or healthcare technology
- Have led structured QBRs and customer check-ins
- Are customer-obsessed
- Feel confident in your ability to create efficient workflows and leverage automation across different different platforms
- Are extremely detail oriented
- Communicate clearly and confidently with both front-line users and executive stakeholders in group settings
- Have strong organizational skills and can manage multiple customers and projects with ease
- Are excited to build new systems, processes, and strategies from scratch
- Feel comfortable initiating, defining, documenting, and executing projects with minimal guidance
- Thrive in early-stage, fast-paced environments where you can make an outsized impact
- Bonus: experience with hospice, post-acute care, or EMR systems
Why Join Us
- Be part of a mission-driven company passionate about improving end-of-life care at scale
- Work closely with a tight-knit team of innovators and builders
- Shape the future of Customer Success at an early, fast-growing company
Benefits
- Competitive cash + equity compensation
- Additional variable performance-based compensation
- Health insurance, dental, and vision coverage
- Unlimited PTO
If you're excited to help hospice teams move faster, work smarter, and deliver better care, we'd love to hear from you.
