Customer Success Lead

CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. As a Customer Success Lead, you will be responsible for building relationships with customers, enhancing product adoption, and collaborating with stakeholders to ensure customer success and satisfaction.

Responsibilities

• 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

Skills

• 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
• 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™, our community engagement initiative

Company Overview