Customer Success Representative III

As a Customer Success Representative III (CSR III) at Artera, you will operate as an experienced customer advocate and operational expert, delivering a high standard of service while driving meaningful improvements to the overall customer experience. In this role, you will take full ownership of critical escalations, serve as a lead collaborator across departments, and spearhead initiatives to optimize workflows and scale support. You’ll mentor peers, identify systemic issues, and influence policy and process development. Your work will have a direct impact on operational excellence, customer retention, and Artera’s ability to scale with quality.

There are 2 Openings for this Position:

The hours of this role are:

Monday through Friday, 5 AM - 1:30 PM PST 

OR

Monday through Friday, 7 AM - 3:30 PM PST 

Essential Responsibilities:

• Own and resolve the most complex, high-impact customer scenarios with autonomy, applying advanced judgment, deep product knowledge, and a strategic mindset.

• Serve as an escalation point for cross-functional teams and Customer Success leadership, representing Customer Success in cross-departmental initiatives and customer-facing conversations.

• Lead process improvement efforts to improve efficiency, compliance, or customer satisfaction—including the design, documentation, and rollout of updated workflows and SOPs.

• Proactively identify operational gaps through data analysis and field feedback, presenting business cases to leadership for new tools, resources, or practices.

• Consistently meets or exceeds stretch goals and performance metrics.

• Act as a mentor and informal leader for the CSR team, contributing to training programs, coaching sessions, and performance development plans.

• Collaborate with Product, Engineering, Sales, Operations, and Clinical stakeholders to improve the end-to-end customer experience and ensure readiness for new product launches.

• Review and synthesize clinical documentation such as pathology reports to support order processing, leveraging this knowledge to guide others.

• Monitor customer and order metrics to ensure alignment with KPIs and service level expectations; recommend improvements when trends deviate.

• Participate in or lead special projects focused on scalability, compliance, or customer success strategy as assigned by leadership.

• Embody and champion Artera’s customer-first culture, modeling high emotional intelligence, sound decision-making, and a proactive ownership mindset.

• Provide feedback on tooling and technology needs to enhance CSR productivity and customer experience.

• Balances their time effectively between delivering on their tasks and learning department processes and best practices

• Demonstrate advanced communication—tailoring tone, content, and approach for clinical stakeholders, executives, and internal partners alike.

• Handle ambiguity, rapid change, and competing priorities with calm and clarity; serve as a model for adaptability.

Education and Experience Requirements:

• Bachelor’s degree required.

• Minimum 5 years of experience in a healthcare, clinical diagnostics, or regulated customer-facing role, with 2+ years handling escalations or complex casework.

• Demonstrated success leading process improvement or customer experience initiatives that impacted team-wide performance.

• Experience mentoring, coaching, or leading onboarding for customer-facing team members.

• Ability to interpret complex clinical data, communicate effectively with technical and non-technical stakeholders, and advocate for customers.

• High level of proficiency with customer support platforms (e.g., Salesforce, Zendesk, Slack), and familiarity with CRM, knowledge base, or ticket workflow optimization tools.

• Experience working in fast-paced startup environments is preferred.

• Strong analytical mindset with comfort using metrics to identify trends and inform recommendations.

• Excellent verbal and written communication, problem-solving, and stakeholder management skills.