Customer Success Manager

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.

About the Job :

As a Customer Success Manager at Radicle Health you will be responsible for managing key customer accounts, ensuring satisfaction, driving product adoption, and identifying growth opportunities through upselling and renewals. You will work closely with the Customer Experience team to deliver exceptional service, achieve revenue targets, and support long-term customer retention. This role requires someone with a deep understanding of mid-market or enterprise client needs, the ability to manage complex accounts, and a strong focus on scaling adoption and revenue within this segment.

Responsibilities :

• Serve as the primary point of contact for mid-market accounts, building lasting relationships and ensuring customers achieve their desired goals and outcomes with Radicle products.
• Serve as a Product Knowledge Expert, helping customers adopt effective workflows and address 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
• Educate mid-market customers on best practices and new features to maximize the value of Radicle products.
• Monitor customer engagement and usage through dashboards, identifying areas for improvement and providing actionable recommendations.
• 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
• Manage and execute the end-to-end renewal process for assigned customers to ensure contracts are renewed on time, providing accurate forecasting throughout the renewal process.
• Achieve net revenue retention targets
• Attend promotional events at industry related conferences

Qualifications :

What We Offer :

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.

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.