Customer Success Representative III

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.

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 

• 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.

• 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.

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.