Associate Customer Success Manager

The Associate Customer Success Manager is responsible for maintaining customer satisfaction and retention across a pooled cohort of customers. This position will deliver value to customers through scalable engagements that empower customers to achieve success independently. This position works closely with other departments to address customer inquiries and resolve issues. 

As an Associate Customer Success Manager, you will focus on supporting a broad portfolio of Radicle Health customers by delivering just-in-time support and fostering success at scale. This role is a supportive partner for customers that focuses on scaled services and engagement strategies. 

Reports to: Manager, Customer Success 

Responsibilities 

• Effectively manage the overall success and retention of a shared book of accounts (pooled) by building, improving and establishing processes to engage customers through 1:many communications 

• Serve as the primary interface with customers to manage and resolve any critical situations that may arise within pooled accounts 

• Serve as a Product Knowledge Expert to address customer 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 

• Take a consultative approach in helping customers overcome issues and achieve goals by leveraging system functionality and highlighting best practices 

• Inform customers of new functionality and highlight best practices to encourage new feature adoption 

• 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 

• Attend promotional events at industry related conferences 

Qualifications 

• 0-3 years of experience, preferably in a client-facing or Customer Success role 

• SalesForce, ChurnZero, 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 

 Key Metrics 

• cNPS/CSAT 

• Customer Churn rate 

• Non-recurring revenue (NRR) 

A Day in the Life 

• Customer Relationships: Respond to customer inquiries and work with them to ensure customer satisfaction. This includes being a liaison between the customer and Radicle Health teams by engaging and assisting the customer. 

• Customer Meetings: respond to inbound requests and schedule customer meetings to discuss system usage, receive feedback, suggest additional features and workflows, and troubleshoot items.  

• Contract Discussions: Participate in discussions with customers to talk through adding additional Programs/Organizations/Modules to their system, providing proposals as needed. Function as the liaison to secure the customer signature on any proposals and document in Salesforce and/or other CRM tools.  Manage renewal process for customers who do not/cannot automatically renew contract. 

• Add-ons/Upsells:  Work with customer to review and ensure they are using the system as effectively as possible. If features or additional functionality is required, discuss purchase options with the customer. 

• Customer Training:  Provide customers with additional basic training and work with the training team to scope and price additional training requests as needed. 

• Customer Churn: Handle customer terminations. If a customer informs Radicle Health they are looking for another software system – retrieve feedback on what we can maintain their business. If it is certain they are leaving, process termination and document in Salesforce and/or another CRM tool.  

• Customer Workflows: Monitor and adjust customer segmentation, assign customer journeys and playbooks, and recommend changes to automated workflows based on data gathered. Perform any workflow actions determined for a customer and focus on reducing churn risk scores and increasing cNPS/CSAT scores through outreach efforts.  Enter data collected in respective CRM tool and/or Salesforce. 

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. 

The expected range of pay for this position is $50,000 - $70,000 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.