Customer Success Manager

Radicle Health is a collection of human services software products aimed at enhancing collaboration and innovation within organizations. The Customer Success Manager will manage key customer accounts, ensuring satisfaction, driving product adoption, and identifying growth opportunities, while working closely with the Customer Experience team to achieve revenue targets and support long-term customer retention.

Responsibilities:

• Serve as the primary point of contact for customer accounts, building lasting relationships and ensuring customers achieve their desired goals and outcomes with Radicle products
• Serve as a Product Knowledge Expert, helping customers adopt effective workflows and address needs by leveraging system functionality and/or referring to internal subject matter experts
• Collaborate, problem solve, and/or strategize customer issues and inquiries with other team members
• Educate customers on best practices and new features to maximize the value of Radicle products
• Monitor customer engagement and usage through dashboards, identifying areas for improvement and providing actionable recommendations
• Document customer status, needs, activities, communications, and organizational changes in Salesforce and/or other customer relationship management (CRM) tools
• Sustain business growth and profitability by maximizing product value, selling add-on services and modules, and offering consultative and training services
• Manage and execute the end-to-end renewal process for assigned customers to ensure contracts are renewed on time, providing accurate forecasting throughout the renewal process
• Achieve net revenue retention targets
• Attend promotional events at industry related conferences

Requirements:

• 2–5 years of experience in Customer Success, Account Management, Client Services, or a similar customer-focused role, preferably with mid-market or enterprise clients
• Proven success in meeting or exceeding portfolio goals, such as net revenue retention and customer adoption utilization metrics
• Experience partnering with California behavioral health providers and a working knowledge of state regulations, reimbursement models, and industry initiatives that impact customer operations
• Experience managing multiple competing priorities successfully across a multi-product portfolio
• Strong presentation and public speaking skills, with experience delivering training, strategic consultations, and business reviews
• 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
• SalesForce or other CRM experience
• Customer Service experience
• Strong communication skills
• Strong problem solving and analytical skills
• Task and project management skills or experience
• Familiarity with Electronic Health Record software and the social services sector a plus