Radicle Health - Manager, Customer Success (Mid-Market)
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
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
Benefits
• Unlimited PTO policy • Competitive medical, dental, and vision healthcare coverage • Volunteer time off • Paid parental leave • Remote work stipend • Compensation: Base Salary $130,000 - $150,000 + 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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