Manager, Customer Success – Mid-Market
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Job Description
Customer Success Manager leading CSMs, renewals, retention, and expansion for Radicle Health’s human services software products. Driving customer satisfaction and cross-functional service delivery.
Responsibilities:
- Lead, coach, and develop a team of Customer Success Managers
- Serve as executive sponsor for key accounts and escalation point for enhanced customer support
- Build deep, multi-threaded customer relationships
- Use customer and internal data to improve the customer experience
- Collaborate with Customer Training, Implementation, Billing, and Support
- Oversee the end-to-end renewal process and ensure timely contract renewals
- Maintain accurate renewal forecasting and visibility throughout the renewal cycle
- Own and achieve net revenue retention targets
- Drive renewal, upsell, and expansion outcomes across the team’s portfolio
- Attend promotional events at industry-related conferences
Requirements:
- Proven experience leading teams through change in a mission-driven environment
- Experience leading renewal, add-on, and upsell strategies, with a track record of reducing churn, managing customer risk, and achieving retention and revenue goals
- Proficiency in Salesforce or another CRM
- Ability to manage and prioritize multiple competing initiatives across a multi-product portfolio
- Exceptional problem-solving, communication, and relationship management skills
- Strong cross-functional acumen
- At least 5 years of experience in customer success or a related field
- At least 3 years in a leadership role
- Familiarity with Electronic Health Record software and the social 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
- Variable compensation
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