Serve as the primary point of contact for customer accounts, building lasting relationships and ensuring customers achieve their desired goals and outcomes with Radicle products.
Serve as a Product Knowledge Expert, helping customers adopt effective workflows and address needs by leveraging system functionality and/or referring to internal subject matter experts
Collaborate, problem solve, and/or strategize customer issues and inquiries with other team members
Educate customers on best practices and new features to maximize the value of Radicle products.
Monitor customer engagement and usage through dashboards, identifying areas for improvement and providing actionable recommendations.
Document customer status, needs, activities, communications, and organizational changes in Salesforce and/or other customer relationship management (CRM) tools
Sustain business growth and profitability by maximizing product value, selling add-on services and modules, and offering consultative and training services
Manage and execute the end-to-end renewal process for assigned customers to ensure contracts are renewed on time, providing accurate forecasting throughout the renewal process.
Achieve net revenue retention targets
Attend promotional events at industry related conferences

2–7 years of experience in Customer Success, Account Management, Client Services, or a similar customer-focused role, preferably with mid-market or enterprise clients.
Proven success in meeting or exceeding portfolio goals, such as net revenue retention and customer adoption utilization metrics.
Experience managing multiple competing priorities successfully across a multi-product portfolio.
Strong presentation and public speaking skills, with experience delivering training, strategic consultations, and business reviews.
Exceptional problem-solving, communication, and relationship management skills as well as strong cross-functional acumen, working across customer experience teams to follow process and deliver exceptional customer outcomes.
SalesForce or other CRM experience
Customer Service experience
Strong communication skills
Strong problem solving and analytical skills
Task and project management skills or experience
Familiarity with Electronic Health Record software and the social services sector a plus

Customer Success Manager

Key skills