• Help customers shape their automation strategy • Identify and deploy high-value use cases • Guide customers toward meaningful AI-enabled transformation • Build relationships that uncover goals, challenges, and priorities • Advise on automation governance and best practices

• Lead relationships and deliver impactful growth with iconic global hospitality and retail brands • Take ownership of a multi-million-dollar portfolio of enterprise customers, working directly with executive stakeholders both internally and externally • Act as a strategic partner to your clients, helping them navigate complex environments and drive meaningful outcomes • Deliver retention, expansion, and customer satisfaction across a portfolio of enterprise customers representing approximately $8M–$10M in ARR across 12–15 accounts • Build and maintain strong relationships with executive stakeholders - internal and external • Create and present compelling business reviews that translate performance into clear insights and forward-looking recommendations • Identify and drive expansion opportunities aligned to customer goals, including cross-sell and upsell initiatives • Serve as a trusted partner to customers helping them define and execute success plans tied to measurable business outcomes • Navigate complex environments to align stakeholders, prioritize initiatives, and drive adoption • Deliver seamless customer experience by developing and nurturing highly productive cross-functional partnerships with Sales, Product, and Professional Services • Demonstrate integrity and accountability to customers through exceptional management of escalations.

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. The hours of this role are Monday through Friday, 8:00am-4:30pm est. 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 $21 - $26 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, 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.

• Own the executive-level relationship for top-tier healthcare accounts (TCV $200k+). • Co-create Joint Business Plans and lead Executive Business Reviews (EBRs) focused on ROI and compliance risk mitigation. • Serve as the Voice of the Customer (VoC) by synthesizing user needs into actionable insights for the Product team. • Optimize and leverage CS tools (Gainsight and Hubspot) to track account health and streamline workflows. • Collaborate across Product, Marketing, and Sales to ensure strategic accounts are aligned with feature releases, marketing case studies, and expansion targets. • Level up the performance of junior CSMs by providing guidance on enterprise negotiation tactics and high-stakes account management.