Customer Success Lead

Customer Success Lead

CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, we enable therapy providers, educators, and employers to scale the way they deliver ABA and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction.

As a Customer Success Lead (CSL), you will be responsible for building relationships and strengthening overall product adoption and engagement with our customers. You'll work closely with key stakeholders to understand their business objectives, acting as their trusted advisor in using CentralReach effectively toward their desired outcomes. As an advocate for your portfolio of customers, you'll liaise between our customers and our internal organization, ensuring that needs and/or requirements considered critical to the success of these customers are communicated and managed.

As a Level 1 CSL, you'll focus on developing and mastering foundational skills. This initial level requires that you have demonstrated a deep understanding of relationship building, conflict resolution capabilities, and can work collaboratively both internally and externally.

Through proficiency in targeted key accountability areas, you'll not only excel as a Level 1 but also pave the way for future career growth along clear pathways for advancement.

We prefer candidates who can work in a hybrid capacity from one of our corporate offices in Holmdel, New Jersey or Fort Lauderdale, Florida. However, we will consider remote candidates located in MST/PST time zones to accommodate our west coast customer base.

As part of our hiring and security protocols, candidates hired into fully remote roles are required to participate in an in-person interview or face-to-face meeting prior to their first day of employment.

Key Accountabilities:

• 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.

Desired Skills and Experience:

• 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.

Additional Preferred Experience (considered a plus):

• 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.

Base Salary Range $65,000 - $80,000 USD