Manager, Customer Success – Scaled, Digital
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Job Description
Customer Success Manager leading scaled customer teams and digital engagement programs. Improving adoption, retention, and growth for Radicle Health’s human services software products.
Responsibilities:
- 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
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