Manager, Customer Success (Mid-Market)

Radicle Health provides human services software products that help organizations collaborate, innovate, and better serve their communities. The Manager, Customer Success will lead and develop a team of Customer Success Managers while driving customer satisfaction, retention, renewals, and expansion across a multi-product portfolio.

Responsibilities:

• Provide leadership, coaching, and development to a team of CSMs, ensuring they achieve their goals and grow professionally
• Act as an executive sponsor for key accounts in your teams portfolio, helping to create deep, multi-threaded customer relationships and act as a point of escalation for enhanced customer support across your teams portfolio as needed
• Utilize customer and internal data to inform and implement strategies that continuously improve the customer experience
• Work closely with colleagues in Customer Training, Implementation, Billing, and Support to ensure seamless service delivery and address customer needs effectively
• Oversee and drive the end-to-end renewal process across the Customer Success team to ensure contracts are renewed on time, with accurate forecasting and clear visibility throughout the renewal cycle
• Own and achieve net revenue retention targets by leading the team to deliver strong renewal performance and consistent upsell and expansion outcomes in your team's portfolio
• Attend promotional events at industry related conferences

Requirements:

• Proven 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
• Experience leading renewal, add-on, and upsell strategies with a proven track record of reducing churn, managing customer risk, and consistently achieving retention and revenue goals
• Proficiency in using Salesforce or other CRM for accurate data tracking and decision-making
• Ability to managing and prioritizing multiple competing initiatives while supporting both a team and customers across Radicle Health's multi-product portfolio
• 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
• 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 social services sector a plus