Customer Success Manager

Radicle Health is a collection of human services software products designed to foster collaboration and innovation. As a Customer Success Manager, you will manage key customer accounts, ensuring satisfaction and driving product adoption while identifying growth opportunities through upselling and renewals.

Responsibilities:

• 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

Requirements:

• 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