Customer Success Manager

About Radicle Health

Radicle Health is a suite of software solutions aimed at boosting collaboration and innovation within the human services sector to help organizations better serve their communities. Recognizing that no one system can meet the varied needs of all agencies, Radicle Health provides mission-driven products under one umbrella to support effective service delivery. The company fosters an environment where teams learn from each other, rapidly test new ideas, and consider holistic needs of individuals and communities served.

Joining Radicle Health means engaging in impactful work alongside dedicated individuals who value the mission, customers, and one another. The culture encourages authenticity, celebrates achievements, promotes enjoyment, and offers real ownership with direct impact on the organization's success. Employee growth is prioritized as it directly contributes to the company's progress.

Job Overview

The Customer Success Manager will oversee key accounts, focusing on customer satisfaction, product adoption, and uncovering opportunities for growth via upselling and renewals. Collaboration with the Customer Experience team to deliver outstanding service and meet revenue goals is essential. This role demands expertise in managing complex mid-market or enterprise accounts with a strong emphasis on scaling usage and revenue within this customer base.

Key Responsibilities

• Act as the main liaison for assigned customer accounts by establishing enduring relationships and ensuring clients achieve their goals with Radicle’s products.
• Serve as a product expert to guide customers in adopting efficient workflows by utilizing system functions and coordinating with internal specialists as needed.
• Work jointly with team members to resolve issues, strategize on customer concerns, and respond to inquiries.
• Provide education on product best practices and new features to help customers maximize value.
• Track engagement and product usage via dashboards, spotting opportunities for improvement and delivering actionable advice.
• Maintain detailed records of customer status, needs, activities, communications, and organizational developments in Salesforce or equivalent CRM tools.
• Drive business growth and profitability through maximizing product utility, selling supplementary services and modules, and providing consultation and training.
• Lead the end-to-end renewal process to ensure timely contract renewals, providing accurate forecasting throughout.
• Meet or exceed net revenue retention targets.
• Participate in promotional activities at relevant industry events and conferences.

Qualifications

• 2 to 5 years’ experience in Customer Success, Account Management, Client Services or a similar role with focus on mid-market or enterprise clients.
• Proven track record of achieving portfolio goals such as revenue retention and customer adoption metrics.
• Experience working with California behavioral health providers; familiarity with state regulations, reimbursement models, and sector initiatives affecting customers.
• Able to successfully manage competing priorities across multiple products.
• Strong public speaking and presentation expertise, including delivering training, consultative sessions, and business reviews.
• Excellent problem-solving, communication, and relationship-building skills coupled with cross-team collaboration to ensure superior customer experiences.
• Proficiency with Salesforce or similar CRM platforms.
• Solid customer service skills.
• Effective communication abilities.
• Strong analytical and problem-solving capabilities.
• Experience or skills in task and project management.
• Knowledge of Electronic Health Record software and human services sectors is considered an advantage.

Compensation and Benefits

• Salary range: $75,000 to $85,000 on-target earnings.
• Unlimited paid time off policy.
• Competitive medical, dental, and vision insurance coverage.
• 401(k) matching program.
• Paid holidays.
• Volunteer time off.
• Paid parental leave.
• Remote work stipend provided.

Additional Information

All official correspondences from Radicle Health will be from an @radicle-health.com email address; caution is advised against fraudulent domains. Salary is dependent on factors including candidate experience, qualifications, and geography. Radicle Health values diversity and is an Equal Employment Opportunity employer committed to non-discriminatory hiring practices based on all protected categories by law.