Customer Success Lead

Summary

CentralReach provides software for autism and intellectual and developmental disability care, including applied behavior analysis, multidisciplinary therapy, and special education. The Customer Success Lead builds customer relationships, drives product adoption and engagement, advises customers on achieving business outcomes, and coordinates internally to address customer needs and risks.

Responsibilities

• Maintain a positive client health score and NPS
• Manage relationships throughout various customer lifecycles and stages
• Proactively engage with assigned book of business, aligning recurring activities with associated playbooks
• Consistently meet established Customer Engagement and Growth KPI’s
• Influence and drive customers towards Best Practices, ensuring adoption and optimization across various parts of the system
• Stay up to date with the latest features, product updates, and releases to ensure comprehensive knowledge and expertise are maintained to keep customers well informed
• Partner closely with Account Managers to drive expansion opportunities via cross-sell and upsells
• Foster close partnerships cross-functionally with teams such as Professional Services, Product, and Support to ensure timely addressing of customer concerns and initiatives
• Act as the voice of your customers to ensure that their concerns and feedback are heard
• Maintain strong relationships and understanding of customers to identify risks early and activate associated playbooks
• Prioritize and complete high-impact team assignments and initiatives as they are assigned

Skills

• * An understanding of Customer Success and CS metrics
• * An ability to build positive relationships internally and externally
• * Ability to work well with others and collaborate effectively
• * Strong customer relationship building skills
• * Strong organizational skills
• * High degree of conflict resolution
• * Strong project management skills
• * Clear and effective communication, negotiation, and presentation skills
• * Ability to be empathetic, but assertive at the same time
• * Ability to work in a fast-paced, team environment with a high sense of urgency
• * Ability to independently prioritize work and shift priorities as needed to meet deadlines
• * Self-motivated with a sharp analytical mindset, capable of insightful problem-solving
• * Quick learner
• * Ability to stay composed in tough situations, maintaining professionalism throughout
• * Enthusiastic about professional growth
• * College degree and/or relevant client facing experience
• * 1+ years previous experience in a client facing role such as: Customer Support, Customer Success, Account Management, Onboarding, Professional Services, Clinic Director, Ops Manager, Client Services Coordinator, Client Relations Manager, etc
• * Previous experience with CentralReach or other EMR/EHR systems
• * Knowledge of healthcare compliance and HIPAA
• * Experience in the healthcare industry
• * Familiarity with ABA or certified as an RBT or BCBA
• * Familiarity with key tools such as: Salesforce, Microsoft Outlook Suite, etc

Qualifications

Must Haves

• * An understanding of Customer Success and CS metrics
• * An ability to build positive relationships internally and externally
• * Ability to work well with others and collaborate effectively
• * Strong customer relationship building skills
• * Strong organizational skills
• * High degree of conflict resolution
• * Strong project management skills
• * Clear and effective communication, negotiation, and presentation skills
• * Ability to be empathetic, but assertive at the same time
• * Ability to work in a fast-paced, team environment with a high sense of urgency
• * Ability to independently prioritize work and shift priorities as needed to meet deadlines
• * Self-motivated with a sharp analytical mindset, capable of insightful problem-solving
• * Quick learner
• * Ability to stay composed in tough situations, maintaining professionalism throughout
• * Enthusiastic about professional growth
• * College degree and/or relevant client facing experience
• * 1+ years previous experience in a client facing role such as: Customer Support, Customer Success, Account Management, Onboarding, Professional Services, Clinic Director, Ops Manager, Client Services Coordinator, Client Relations Manager, etc

Nice to Haves

• * Previous experience with CentralReach or other EMR/EHR systems
• * Knowledge of healthcare compliance and HIPAA
• * Experience in the healthcare industry
• * Familiarity with ABA or certified as an RBT or BCBA
• * Familiarity with key tools such as: Salesforce, Microsoft Outlook Suite, etc

Benefits

• Comprehensive health benefits
• Generous PTO
• 401(k) matching
• Paid parental leave for full-time employees
• Hybrid work schedules
• Career development support
• Wellness programs
• Opportunities to give back through CR Cares™, our community engagement initiative