Customer Success Representative I

Artera; United States; On-site; USD 56,000 - 72,000; Full time

Job summary

Artera is seeking a Customer Success Representative to support clinicians, staff, and administrators through onboarding, training, and product ordering. You’ll collaborate closely with Sales, Product, Lab, Billing and Operations in a startup setting, delivering empathetic, proactive service while solving problems and driving accuracy.

The role emphasizes responsiveness, professionalism, and a customer-first mindset, with daily use of pathology-related data to guide order processing and

Qualifications

• Bachelor degree required
• 2 year minimum of customer service experience within healthcare or a clinical reference laboratory
• 3 years minimum experience working in a collaborative environment
• Previous sales support experience preferred
• Understanding of clinical data and ability to convey sales and marketing messages
• Thorough knowledge of customer service practices and sales principles
• Strong problem-solving, communication, and organizational skills
• Experience with Salesforce, Slack and Zendesk preferred

Responsibilities

• Deliver empathetic, solution-oriented support to Artera customers (clinicians, clinical staff, laboratory staff, administrators) with a focus on service and ordering experience.
• Collaborate with Sales, Product, Lab, Billing and Operations to resolve issues and communicate professionally.
• Manage orders through review reports and dashboards.
• Provide timely resolution of support cases with accuracy and attention to detail.
• Understand and utilize pathology reports and clinical documents to support ordering.
• Maintain daily documentation and follow SOPs.
• Balance workload to meet responsiveness and resolution benchmarks.
• Identify opportunities for workflow or experience improvements and share field insights.

Skills

Customer service

Collaboration

Communication

Problem-solving

Organizational skills

Empathy

Adaptability

Analytical thinking

Education

Bachelor degree

Tools

Salesforce

Slack

Zendesk

Job description

About Us

Artera is an AI startup that develops medical artificial intelligence tests to personalize therapy for cancer patients. Artera is on a mission to personalize medical decisions for patients and physicians on a global scale.

The hours of this role are Monday through Friday, 8:30 AM - 5:00 PM PST.

An Artera Customer Success Representative (CSR) plays a key role in delivering a world-class experience to our customers—including clinicians, clinical staff, and administrators—by supporting them through onboarding, training, and product ordering. This role combines operational execution with a customer-first mindset, emphasizing responsiveness, professionalism, and collaboration. You’ll work very closely with the sales team and cross-functionally, empowered to solve problems proactively while embodying our standards for high performance.

• Deliver empathetic, solution-oriented support to Artera customers (clinicians, clinical staff, laboratory staff, administrators) that reflects an understanding of customer needs, with a focus on providing the best service and ordering experience.

• A team player who collaborates with internal partners effectively (Sales, Product, Lab, Billing and Operations) to resolve customer issues and ensure professional, timely communication.

• Effectively manage orders through the review reports and/or dashboards.

• Provide support case resolution for assigned orders with accuracy and attention to detail.

• Understand and utilize information from pathology reports and other relevant clinical documents to support the order process.

• Maintain consistent documentation every day and follow standard operating procedures (SOPs).

• Balance workload while meeting responsiveness and resolution benchmarks. Prioritize work based on urgency and customer impact.

• Identify and communicate opportunities for workflow or experience improvements. Share insights from the field to contribute to product development and service enhancements.

• Approach every interaction with empathy, patience, and a genuine focus on the customer experience.

• Communicate clearly and respectfully, both in writing and verbally by delivering Professional telephone, email and instant message etiquette.

• Actively listen and tailor responses to different customer profiles and needs.

• Proactively use a problem-solving mindset to seek solutions and follow through to ensure resolution.

• Embrace change and remain resilient in a dynamic startup environment.

• Strong analytical and multitasking skills demonstrated daily within a fast paced, time sensitive environment.

• Conflict resolution oriented and highly effective at overcoming obstacles.

• Seek constructive feedback and apply learning to improve performance.

• Bachelor degree required

• 2 year minimum of customer service experience within healthcare or a clinical reference laboratory

• 3 years minimum experience working in a collaborative environment

• Previous sales support experience preferred

• Understanding of clinical data and ability to convey sales and marketing messages

• Thorough knowledge of customer service practices and sales principles

• Strong problem-solving, communication, and organizational skills

• Experience with Salesforce, Slack and Zendesk preferred

Equal Employee Opportunity

At Artera, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients and physicians. As an equal opportunity employer, we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.