Customer Success Specialist

Job Description

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.

At Radicle Health, you'll do meaningful work alongside people who genuinely care about our mission, our customers, and each other. Here, you're free to show up as your full self, celebrating wins, having fun, and knowing you're truly part of something bigger. You will have real ownership of your work and your contributions will have a direct impact on our success. We're invested in your growth because when you grow, so do we.

The Customer Success Specialist 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 a Customer Success Specialist 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.

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

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Key Metrics:

• cNPS/CSAT
• Customer Churn rate
• Net Revenue Retention (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.

What we offer:

• Paid holidays
• Volunteer time off
• Paid parental leave
• Remote work stipend
• Compensation: $55,000 - $65,000 + Variable Compensation
• Location: Remote

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.

Please note that all official communication regarding opportunities at Radicle Health will only come from an @radicle-health.com email address.

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.