Customer Success Representative I (West Coast Region)

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 (this is a remote position).

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

Equal Employee Opportunity: At Artera, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients and physicians.