Customer Success Manager

Job Description

Job Description

Radicle Health is a collection of human services software products designed to foster collaboration and innovation, helping organizations better serve their communities. We believe technology plays a crucial role in the success of the human services sector, but no single system can meet the diverse needs of every agency. That's why we've built Radicle Health as a home for mission-driven products that support organizations in delivering essential services. Under one roof, our teams learn from each other, test ideas faster, and think holistically about the individuals and communities we serve.

At Radicle Health, you'll do meaningful work alongside people who genuinely care about our mission, our customers, and each other. Here, you're free to show up as your full self, celebrating wins, having fun, and knowing you're truly part of something bigger. You will have real ownership of your work and your contributions will have a direct impact on our success. We're invested in your growth because when you grow, so do we.

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. 

• Serve as the primary point of contact for customer 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 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:

• 2–5 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 partnering with California behavioral health providers and a working knowledge of state regulations, reimbursement models, and industry initiatives that impact customer operations.

• Experience managing multiple competing priorities successfully across a multi-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: $75,000 - $85,000 OTE

• Location: Remote 

Please note that all official communication regarding opportunities at Radicle Health will only come from an @radicle-health.com email address. Some fraudulent domains may look very similar at a glance, so if anything feels off, please proceed with caution.

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.