Radicle Health

Customer Success Manager

Radicle Health

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $60,000 - $70,000 per year

Job Level

JuniorMid-Level

About the role

  • Serve as the primary point of contact for mid-market accounts, building lasting relationships and ensuring customers achieve their desired goals and outcomes with Radicle products.
  • Serve as a Product Knowledge Expert, helping customers adopt effective workflows and address needs by leveraging system functionality and/or referring to internal subject matter experts.
  • Collaborate, problem solve, and/or strategize customer issues and inquiries with other team members.
  • Educate mid-market customers on best practices and new features to maximize the value of Radicle products.
  • Monitor customer engagement and usage through dashboards, identifying areas for improvement and providing actionable recommendations.
  • Document customer status, needs, activities, communications, and organizational changes in Salesforce and/or other CRM tools.
  • Sustain business growth and profitability by maximizing product value, selling add-on services and modules, and offering consultative and training services.
  • Manage and execute the end-to-end renewal process for assigned customers to ensure contracts are renewed on time, providing accurate forecasting throughout the renewal process.
  • Achieve net revenue retention targets.
  • Attend promotional events at industry related conferences.
  • Work closely with the Customer Experience team to deliver exceptional service, achieve revenue targets, and support long-term customer retention.
  • Manage complex mid-market or enterprise accounts and scale adoption and revenue within this segment.

Requirements

  • 2–4 years of experience in Customer Success, Account Management, Client Services, or a similar customer-focused role, preferably with mid-market or enterprise clients.
  • Proven success in meeting or exceeding portfolio goals, such as net revenue retention and customer adoption utilization metrics.
  • Experience managing multiple competing priorities successfully across a mulit-product portfolio.
  • Strong presentation and public speaking skills, with experience delivering training, strategic consultations, and business reviews.
  • Exceptional problem-solving, communication, and relationship management skills as well as strong cross-functional acumen, working across customer experience teams to follow process and deliver exceptional customer outcomes.
  • SalesForce or other CRM experience
  • Customer Service experience
  • Strong communication skills
  • Strong problem solving and analytical skills
  • Task and project management skills or experience
  • Familiarity with Electronic Health Record software and the social services sector a plus