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Lead Customer Success Strategist

2 months ago

New York, New York, United States Radicle Health Full time
Job Overview

Radicle Health is seeking a proactive Customer Success Manager to join our dynamic team. This role combines leadership with hands-on client management, allowing you to guide a team of Customer Success Managers while also overseeing your own client portfolio. Your primary objective will be to cultivate strong partnerships, enhance customer satisfaction, and drive the retention and growth of our services.

About Radicle Health

At Radicle Health, we are dedicated to transforming the human services sector through innovative software solutions. We believe that effective technology is essential for the success of human services agencies and the individuals they support. Our organization is structured to encourage collaboration and experimentation, enabling our teams to work together to better serve our communities.

Key Responsibilities:
  • Provide mentorship and guidance to a team of Customer Success Managers, fostering their professional development and ensuring they meet their objectives.
  • Manage and strengthen relationships with your designated clients, promoting service adoption and showcasing the value of our offerings.
  • Leverage customer insights to refine strategies and enhance the overall customer experience.
  • Collaborate with teams across Customer Experience, Implementation, Billing, and Support to deliver seamless service and effectively address client needs.
  • Establish scalable processes while tailoring interactions to meet the specific requirements of each customer.
  • Proactively oversee customer retention efforts and identify opportunities for renewals, expansions, and upselling to support business growth.
Qualifications:
  • A minimum of 5 years of experience in customer success or a related field, including at least 2 years in a leadership capacity.
  • Demonstrated ability to cultivate and maintain customer relationships that drive success.
  • Exceptional communication skills for setting expectations and conducting business reviews.
  • Proficient in Salesforce for effective data management and decision-making.
  • Experience with renewals, upselling, and add-on sales strategies.
  • A proven track record of reducing churn and managing customer risk.
  • Consistent achievement of retention and revenue targets.
Essential Skills:
  • Leadership: Ability to inspire and develop a high-performing team of Customer Success Managers.
  • Customer Relationship Management: Expertise in nurturing customer relationships to enhance satisfaction and loyalty.
  • Analytical Skills: Proficient in utilizing data and metrics to inform decisions and improve customer outcomes.
  • Cross-Department Collaboration: Skilled in partnering with various departments to ensure a unified approach to customer success.
  • Problem-Solving: Capable of identifying customer challenges and delivering innovative solutions.
  • Sales Skills: Experience in recognizing opportunities for renewals, expansions, and upselling to foster business growth.
  • Adaptability: Ability to balance scalable processes with personalized customer interactions for exceptional service delivery.
  • Communication: Strong verbal and written communication skills for effective engagement with customers and internal teams.
Additional Information:
  • Compensation: $130,000-140,000 annually
  • Location: Fully Remote

Radicle Health is an Equal Employment Opportunity employer committed to building a diverse workforce. We do not discriminate based on race, color, religion, national origin, sex, gender identity, sexual orientation, disability, age, military status, or any other basis protected by applicable laws.