Customer Success Partner

Customer Success Partner

Department: Customer Success

Employment Type: Full Time

Location: United States - Remote

Compensation: $65,000 - $72,000 / year

Description

• Innovation - We embrace creativity and seek better solutions.
• Integrity - Honesty and trust guide everything we do.
• Collaboration - Together, we achieve more.
• Growth - We're committed to personal and professional development.
• Empathy - We prioritize understanding and human connection.

Location: Fully remote - US

Department: Customer Success

⏳ Job Type: Full time

Compensation: Range of $65,000 to $72,000 annually

Working Hours: Flexible within North American time zones

You're someone who manages relationships proactively - you don't wait for customers to reach out. You're organized enough to juggle a large book of accounts, comfortable having honest conversations when things aren't working, and naturally curious about whether customers are getting real value. You love digging into tools, spotting opportunities for deeper engagement, and turning insights into action. Whether it's training a new team, reconnecting with longtime users, or fine-tuning a resource, you bring energy, empathy, and clarity to every interaction.

You care deeply about meaningful work and are excited to support families, clinicians, and teams in delivering high-quality, evidence-based care. You believe technology should empower people and you're ready to help our users get the most out of every feature.

What You'll Do

• Proactively manage a caseload of customers across different size organizations
• Support the long term success of customers on the platform, including the expansion of clients on the platform and the adoption of new features
• Meet with customers for re-engagement, additional training and support, and new feature adoption as needed.
• Help create and maintain resources for ongoing customer growth and engagement
• Support with training and resources internally and externally on best practices, commonly under-utilized features, new features, etc.
• Lead churn conversations: diagnose the issue, attempt retention, and guide offboarding when needed
• Identify and surface expansion opportunities (add-on products) naturally through ongoing customer relationships
• Collaborate with the Customer Support department on addressing underlying training issues tied to tickets and provide platform utilization trainings. Help answer escalated "clinical support needed" tickets only as needed
• Support in ongoing training for large and enterprise customers
• Work with the CS Director and team on additional projects as needed to further the CS team's goals and objectives

What You Bring

• Proven experience in the ABA field
• Hi Rasmus experience is a plus but not required
• Previous experience in a customer-facing role, such as customer success, software training, or implementation.
• Document and tracking experience, preferably in a CRM such as Hubspot
• Experience training others on software or other technological tools.
• Excellent verbal and written communication skills and strong interpersonal skills.
• Strong problem-solving, troubleshooting, and analytical skills.
• Highly organized, detail-oriented, and able to multitask in a fast-paced environment.
• Ability to work independently and collaboratively in a remote, virtual environment.
• Thrives in a culture of feedback and continuous improvement.

Perks & Benefits You'll Love

Health & Wellness:

• 100% covered health, dental, and vision premium for employee-only standard plan (Family can join too, with a variable cost)
• Employer Sponsored Short-Term Disability Coverage
• Employer Sponsored Life Insurance
• Optional group benefits: AD&D, long-term disability
• Participation in a 401k plan through Empower

Growth & Development:

• Professional development opportunities
• Room for growth within the company

Time Off to Recharge:

• Paid Time Off: 10 vacation days, 5 sick days, 7 paid holidays + 3 floating holidays for ultimate flexibility

Parental Leave:

• All Parents/Caregivers: 6 weeks fully paid
• Birthing Parents: Up to 14 weeks paid

Work Style That Works for You:

• Fully remote and flexible work environment-work from wherever feels right!
• Opportunity to make a meaningful impact in the Autism healthcare space

Use our applicant tracking system Pinpoint to answer the role-specific application questions. These questions were thoughtfully designed to give you more insight into the role and to give us more insight into you. Please write a thoughtful response-a human really reads these.

If you need accommodations during the application process, just let us know-we're happy to help.