Customer Success Lead

Job Description

Job Description

CentralReach is the #1 provider of SaaS software solutions for autism and IDD care. Trusted by more than 150,000 users, we enable therapy providers, educators, and employers to scale the way they deliver Applied Behavior Analysis and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction.

As a Customer Success Lead (CSL), you will be responsible for building relationships and strengthening overall product adoption and engagement with our customers.

You'll work closely with key stakeholders to understand their business objectives, acting as their trusted advisor in using CentralReach effectively toward their desired outcomes.

As an advocate for your portfolio of customers, you'll liaise between our customers and our internal organization, ensuring that needs and / or requirements considered critical to the success of these customers are communicated and managed.

As a Level 1 CSL, you'll focus on developing and mastering foundational skills. This initial level requires that you have demonstrated a deep understanding of relationship building, conflict resolution capabilities, and can work collaboratively both internally and externally.

Through proficiency in targeted key accountability areas, you'll not only excel as a Level 1 but also pave the way for future career growth along clear pathways for advancement.

Key Accountabilities : (Some of what you’ll do)

• 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.

Desired Skills and Experience : (What you’ll bring)

• 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.

Additional Preferred Experience (considered a plus) :

• 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.

CentralReach was developed for Clinicians by Clinicians. The story of CentralReach begins in 2012 when the company’s founder, a practicing Board Certified Behavioral Analyst, decided there had to be a better way to manage her operations so she could spend more time on what mattered most working with her clients and patients.

To help ABA practices focus on what they do best, CentralReach launched the first iteration of its EMR and practice management platform.

Today, under the leadership of Chris Sullens, an award-winning CEO in the technology space, CentralReach is committed to their mission of providing cutting-edge technology and services to help clinicians and educators produce superior client and patient outcomes.

Already a market leader, CentralReach is expected to grow exponentially through its four core tenets : hire and develop great people;

build industry-leading products; provide exceptional service to customers and continuously invest in systems, processes and infrastructure.

We value our employees and offer a robust benefits package including health and dental, paid time off, life insurance, disability coverage and a 401(k) matching.

We also provide comprehensive onboarding, ongoing training, mentoring and career pathing to help you develop your career.

We pride ourselves on our fun and energetic environment that also provides our employees with a meaningful way to make a difference by helping clinicians and educators produce superior outcomes for children and adults with disabilities.

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