Manager, Customer Success

About Radicle Health

Radicle Health is a collection of human services software companies created and designed to foster collaboration and experimentation across our teams so that we can collectively better serve our communities. We believe technology is at the root of success in the human services sector, but that no single system can meet the needs of every agency. So we’ve built Radicle Health around this guiding principle. Our companies are 100% committed to their products, their customers, and the individuals their customers serve. But under one roof, our teams can learn from each other, can more quickly test ideas, and can think holistically about our communities and the people at the center of those communities. Learn more at www.radicle-health.com.

Summary:

Radicle Health is looking for a dynamic Manager, Customer Success to join our team. In this player/coach role, you'll lead and inspire a team of Customer Success Managers while managing your own portfolio of clients. Your mission is to build trusted partnerships, drive customer satisfaction, and ensure retention and expansion of our services. You'll have the opportunity to shape the future of customer success at Radicle Health, working collaboratively across departments to deliver exceptional value and innovative solutions. If you thrive in a fast-paced, mission-driven environment and are committed to helping human services organizations succeed, we want to hear from you.

In This Role, You Will:

• Provide leadership, coaching, and development to a team of CSMs, ensuring they achieve their goals and grow professionally.
• Maintain and enhance relationships with your personal caseload of clients, driving adoption and demonstrating the value of our services.
• Utilize customer data to inform strategies and continuously improve the customer experience.
• Work closely with colleagues in Customer Experience, Implementation, Billing, and Support to ensure seamless service delivery and address customer needs effectively.
• Implement scalable processes while adapting to the unique needs of each customer, ensuring personalized and impactful interactions.
• Proactively manage customer retention and identify opportunities for renewals, add-ons, and upsells to drive business growth.

Qualifications

• At least 5 years of experience in customer success or a related field, with at least 2 years in a leadership role.
• Proven ability to build and sustain customer relationships that drive success.
• Strong communication skills for setting expectations and conducting business reviews.
• Proficiency in using Salesforce for accurate data tracking and decision-making.
• Experience in renewals, add-on sales, and upsell strategies.
• Proven track record in reducing churn and managing customer risk.
• Ability to consistently meet retention and revenue goals.

Key Skills

• Leadership: Ability to lead, mentor, and develop a high-performing team of Customer Success Managers.
• Customer Relationship Management: Expertise in building and nurturing customer relationships to drive satisfaction and loyalty.
• Analytical Thinking: Proficient in using data and metrics to make informed decisions and improve customer outcomes.
• Cross-Functional Collaboration: Skilled in working with various departments to ensure a cohesive and comprehensive approach to customer success.
• Problem Solving: Ability to identify customer challenges and provide innovative solutions to meet their needs.
• Sales Acumen: Experience in identifying opportunities for renewals, add-ons, and upsells to drive business growth.
• Adaptability: Capable of balancing scalable processes with personalized customer interactions to deliver exceptional service.
• Communication: Excellent verbal and written communication skills for clear and effective interaction with customers and internal teams.

Other Information

• Compensation: $130,000-140,000 annually
• Location: Fully Remote

Radicle Health and its Operating Companies are Equal Employment Opportunity employers that proudly pursue and hire a diverse workforce. Hiring or employment decisions are not made on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.