Manager, Customer Success (Scaled & Digital)

Radicle Health develops human services software products that help organizations collaborate, innovate, and better serve their communities. The Manager, Customer Success (Scaled & Digital) will lead the scaled Customer Success team and own digital, proactive 1:many engagement programs that drive product adoption, customer value, satisfaction, retention, and growth.

Responsibilities:

• Provide leadership, coaching, and professional development to a team of CSMs, setting clear expectations and accountability for customer and team outcomes
• Oversee scaled customer health, risk management, renewals, and growth opportunities; serve as a point of escalation and coordinate targeted outreach when customers need additional engagement
• Own retention and net revenue retention goals for the scaled portfolio, ensuring timely renewals, achievement of growth targets, accurate forecasting, and clear visibility into customer risk and expansion opportunities
• Attend promotional events at industry related conferences
• Develop and execute the digital Customer Success strategy focused on scalable programs that support engagement across customer segments
• Own the 1:many engagement programs, including office hours, town halls, targeted email campaigns, and other proactive programs aligned to customer needs and lifecycle milestones
• Lead program planning and execution, including topics, content, presenters, customer invitations, facilitation, and follow-up; partner with product experts to deliver relevant guidance
• Track program reach, participation, engagement, product adoption, customer satisfaction, and retention; test and refine programs based on results and customer feedback
• Use Salesforce and customer success tools to maintain reliable data, prioritize outreach, and report on scaled portfolio performance and digital program impact
• Partner with Customer Success leaders, Marketing, Product, Customer Training, Implementation, Billing, and Support to align communications, coordinate customer programs, and address recurring needs
• Bring customer feedback and trends from scaled engagement into internal planning, helping teams understand customer challenges and opportunities across the portfolio

Requirements:

• Experience leading teams through change in a mission-driven environment, with the ability to support, coach, and motivate team members while ensuring continuity, maintaining team performance, and quality of service for human services organizations
• Background building digital or scaled customer success programs, including 1:many and automated communications, using data and feedback to improve outcomes
• Proficiency leading renewal and expansion strategies, managing customer risk, and achieving retention and revenue goals
• Strong presentation, facilitation, and writing skills, with the ability to create useful customer communications and facilitate engaging office hours, town halls, or webinars
• Proficiency with Salesforce, Hubspot, or another CRM, along with customer success and automation tools for campaign execution, customer insights, and reporting
• Strong problem-solving and cross-functional collaboration skills, with the ability to balance team leadership and program execution across a multi-product portfolio
• At least 5 years of experience in customer success or a related field, with at least 3 years in a leadership role
• Familiarity with Electronic Health Record software and the human services sector is a plus