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Customer Success Lead
4 months ago
CentralReach is the #1 provider of SaaS software solutions for autism and IDD care. Trusted by more than 150,000 users, we enable therapy providers, educators, and employers to scale the way they deliver Applied Behavior Analysis and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction.
A level 1 Customer Success Lead is a role where you will work to develop the initial building blocks you need to successfully implement more advanced CS skills as you promote through additional levels. This initial level requires that you have demonstrated an understanding of relationship building skills, conflict resolution capabilities, and can work collaboratively with others. Ideally, you will have some sort of client services experience (i.e. technical support, account management, etc.). As a Level 1 CSL, your overall impact is to ensure the success of your customers through the expertise and proficiency gained by understanding the market and how that reflects with your customers. This will allow you to make judgements on proactive engagement strategies to ensure your customers receive business value through product adoption.
Key Accountabilities:
Maintain a positive client health score and NPS
Relationship management throughout customer lifecycle
Proactive engagement based on playbooks
Analyze and maintain customer account utilization
Influence and drive customers towards Best Practices
Assist AM’s with cross-sell and up-sell opportunities
Coordinate product adoption and ongoing utilization with Professional Services
Work closely with technical team to report on customer product issues
Identify and mitigate red flags
Desired Skills and Experience:
An understanding of Customer Success and CS metrics
An ability to build relationships internally and externally
Ability to manage conflict resolution
Strong project management skills
Strong communication and presentation skills
Ability to work well with others and collaborate effectively
An ability to be empathetic, but assertive at the same time
Ability to work in a fast-paced, team environment with a high sense of urgency
CentralReach was developed for Clinicians by Clinicians. The story of CentralReach begins in 2012 when the company’s founder, a practicing Board Certified Behavioral Analyst, decided there had to be a better way to manage her operations so she could spend more time on what mattered most — working with her clients and patients. To help ABA practices focus on what they do best, CentralReach launched the first iteration of its EMR and practice management platform.
Today, under the leadership of Chris Sullens, an award-winning CEO in the technology space, CentralReach is committed to their mission of providing cutting-edge technology and services to help clinicians and educators produce superior client and patient outcomes. Already a market leader, CentralReach is expected to grow exponentially through its four core tenets: hire and develop great people; build industry-leading products; provide exceptional service to customers and continuously invest in systems, processes and infrastructure.
We value our employees and offer a robust benefits package including health and dental, paid time off, life insurance, disability coverage and a 401(k) matching. We also provide comprehensive onboarding, ongoing training, mentoring and career pathing to help you develop your career. We pride ourselves on our fun and energetic environment that also provides our employees with a meaningful way to make a difference by helping clinicians and educators produce superior outcomes for children and adults with disabilities.
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