Customer Success Partner
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Job Description
Customer Success Partner supporting customer adoption, retention, training, and expansion. Helping Hi Rasmus make evidence-based autism care accessible to families.
Responsibilities:
- Proactively manage a caseload of customers across different size organizations
- Support the long term success of customers on the platform, including the expansion of clients on the platform and the adoption of new features
- Meet with customers for re-engagement, additional training and support, and new feature adoption as needed.
- Help create and maintain resources for ongoing customer growth and engagement
- Support with training and resources internally and externally on best practices, commonly under-utilized features, new features, etc.
- Lead churn conversations: diagnose the issue, attempt retention, and guide offboarding when needed
- Identify and surface expansion opportunities (add-on products) naturally through ongoing customer relationships
- Collaborate with the Customer Support department on addressing underlying training issues tied to tickets and provide platform utilization trainings. Help answer escalated “clinical support needed” tickets only as needed
- Support in ongoing training for large and enterprise customers
- Work with the CS Director and team on additional projects as needed to further the CS team’s goals and objectives
- Use Pinpoint to answer role-specific application questions
Requirements:
- Proven experience in the ABA field
- Hi Rasmus experience is a plus but not required
- Previous experience in a customer-facing role, such as customer success, software training, or implementation.
- Document and tracking experience, preferably in a CRM such as Hubspot
- Experience training others on software or other technological tools.
- Excellent verbal and written communication skills and strong interpersonal skills.
- Strong problem-solving, troubleshooting, and analytical skills.
- Highly organized, detail-oriented, and able to multitask in a fast-paced environment.
- Ability to work independently and collaboratively in a remote, virtual environment.
- Thrives in a culture of feedback and continuous improvement.
- Flexible availability within North American time zones
Benefits:
- 100% covered health, dental, and vision premium for employee-only standard plan (Family can join too, with a variable cost)
- Employer Sponsored Short-Term Disability Coverage
- Employer Sponsored Life Insurance
- Optional group benefits: AD&D, long-term disability
- Participation in a 401k plan through Empower
- Professional development opportunities
- Room for growth within the company
- Paid Time Off: 10 vacation days, 5 sick days, 7 paid holidays + 3 floating holidays for ultimate flexibility
- All Parents/Caregivers: 6 weeks fully paid
- Birthing Parents: Up to 14 weeks paid
- Fully remote and flexible work environment—work from wherever feels right!
- Opportunity to make a meaningful impact in the Autism healthcare space
- Accommodations during the application process
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