Radicle Health - Manager, Customer Success (Scaled & Digital)
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.
Responsibilities
• Lead the scaled Customer Success team • 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 • Own digital strategy and proactive engagement • 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. • Measure results and collaborate across teams • 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.
Benefits
• Unlimited PTO policy • Competitive medical, dental, and vision healthcare coverage • Volunteer time off • Paid parental leave • Remote work stipend • Compensation: Base salary $140,000 - $160,000 + Variable Compensation • Location: • Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. More information about the salary range specific to your working location and other factors will be shared during the hiring process. • Radicle Health is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Radicle Health does not make hiring or employment decisions 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.
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