Customer Success Manager

About Radicle Health:  

Radicle Health is a collection of human services software products created and designed to foster collaboration and experimentation across our teams so that we can collectively better serve our communities. We believe technology is at the root of success in the human services sector, but that no single system can meet the needs of every agency. So we’ve built Radicle Health around this guiding principle. Our products are 100% committed to their customers and the individuals their customers serve. But under one roof, our teams can learn from each other, can more quickly test ideas, and can think holistically about our communities and the people at the center of those communities. Learn more at www.radicle-health.com  

About the Job:  

As a Customer Success Manager at Radicle Health you will be responsible for managing key customer accounts, ensuring satisfaction, driving product adoption, and identifying growth opportunities through upselling and renewals. You will work closely with the Customer Experience team to deliver exceptional service, achieve revenue targets, and support long-term customer retention. This role requires someone with a deep understanding of mid-market or enterprise client needs, the ability to manage complex accounts, and a strong focus on scaling adoption and revenue within this segment.  

Responsibilities: 

• 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 customer relationship management (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 

Qualifications: 

• 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 

What we offer:  

• Unlimited PTO policy  

• Competitive medical, dental, and vision healthcare coverage   

• 401k matching  

• Paid holidays  

• Volunteer time off  

• Paid parental leave  

• Remote work stipend   

• Compensation: $60,000 - $70,000 Base Salary plus variable commission plan

• Location: Remote  

Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. More information about the salary range specific to your working location and other factors will be shared during the hiring process.  

Radicle Health is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Radicle Health does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.