Customer Success Lead

The role

You will build relationships and strengthen product adoption and engagement with customers. You will act as a trusted advisor to understand business objectives and liaise between customers and internal organizations.

What you will do

• Maintain a positive client health score and NPS.
• Manage relationships throughout various customer lifecycles and stages.
• Proactively engage with assigned book of business.
• Consistently meet established Customer Engagement and Growth KPI’s.
• Influence and drive customers towards Best Practices.
• Stay up to date with the latest features, product updates, and releases.
• Partner closely with Account Managers to drive expansion opportunities.
• Foster close partnerships cross-functionally with teams such as Professional Services, Product, and Support.
• Act as the voice of your customers.
• Maintain strong relationships and understanding of customers to identify risks early.

Required qualifications

• Demonstrated deep understanding of relationship building.
• Conflict resolution capabilities.
• Can work collaboratively both internally and externally.
• 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 C

Nice to have

• 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.

Benefits

• Competitive compensation
• Comprehensive health benefits
• Generous PTO
• 401(k) matching
• Paid parental leave
• Hybrid work schedules
• Career development support
• Wellness programs
• Opportunities to give back through CR Cares™

Before you apply

• 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.

About the company

CentralReach is a provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. It is backed by Roper Technologies, Inc.