Associate Customer Success Manager

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.

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 prop