Manager, Customer Success – Scaled, Digital

Job not on LinkedIn

🔥 1 minute ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $140k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Radicle Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

📣 Marketing

Healthcare • Consulting • Marketing

Radicle Health is a company dedicated to empowering human services organizations through the use of innovative software solutions. Recognizing that non-medical factors play a significant role in health outcomes, Radicle Health partners with agencies providing care and addressing social determinants of health. Their mission is to be the preferred technology partner, enhancing efficiency and outcome measurement for their clients. The company offers a robust suite of software solutions, including comprehensive EHR systems and case management platforms, supporting over 14,000 organizations in the U. S. and Canada. Their products cater to residential behavioral health, outpatient mental health services, child welfare services, and more, aiming to transform the delivery of care in human services.

📋 Description

• Lead, coach, and develop a team of Customer Success Managers supporting scaled customers • Set clear expectations and accountability for customer and team outcomes • Oversee customer health, risk management, renewals, and growth opportunities; serve as an escalation point • Own retention and net revenue retention goals, timely renewals, growth targets, forecasting, and visibility into customer risk and expansion opportunities • Attend promotional events at industry-related conferences • Develop and execute the digital Customer Success strategy for scalable programs across customer segments • Own 1:many engagement programs, including office hours, town halls, targeted email campaigns, and other proactive lifecycle programs • Lead program planning and execution, including topics, content, presenters, invitations, facilitation, and follow-up • Partner with product experts to deliver relevant customer guidance • Track program reach, participation, engagement, product adoption, customer satisfaction, and retention; test and refine programs using results and feedback • Use Salesforce and customer success tools to maintain data, prioritize outreach, and report on portfolio performance and digital program impact • Collaborate with Customer Success leaders, Marketing, Product, Customer Training, Implementation, Billing, and Support • Bring customer feedback and trends into internal planning to identify customer challenges and opportunities

🎯 Requirements

• Experience leading teams through change in a mission-driven environment, supporting, coaching, and motivating team members while 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 • 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 • 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

🏖️ Benefits

• Unlimited PTO policy • Competitive medical, dental, and vision healthcare coverage • 401k matching • Paid holidays • Volunteer time off • Paid parental leave • Remote work stipend