Customer Success Representative (Remote, West Coast Based)

Artera; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Artera, a pioneering AI startup, seeks a Customer Success Representative to enhance customer experience through training, support, and order management. The role involves collaboration with teams to deliver timely, empathetic solutions to clinicians and lab staff, requiring strong communication and problem-solving skills. A competitive hourly rate and benefits, including 401k matching and unlimited PTO, are offered.

Benefits

401k matching

Unlimited paid time off (PTO)

Qualifications

• Minimum 2 years experience in customer service within healthcare or a clinical lab.
• 3 years experience in a collaborative environment preferred.
• Strong understanding of clinical data and sales principles.

Responsibilities

• Deliver empathetic support and manage customer orders accurately.
• Collaborate with internal teams to resolve issues and improve workflows.
• Maintain documentation and meet responsiveness benchmarks.

Skills

Communication

Problem-Solving

Organizational Skills

Multitasking

Conflict Resolution

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.

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.

Essential Responsibilities:

• 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.

Education and Experience Requirements:

• 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

$25 - $30 an hour

Competitive and commensurate with experience, qualifications, and other factors to be discussed during the interview process. In addition to a competitive salary, we offer enticing benefits, including 401k matching, unlimited paid time off (PTO), and more.

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.