Manager, Customer Success (Mid-Market)

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. **About the Job:** Radicle Health is looking for a dynamic Manager, Customer Success to join our team. In this people leadership role, you will lead, coach, and develop a team of Customer Success Managers, creating the conditions for them to build strong, trusted partnerships with our customers. Your mission is to drive customer satisfaction, retention, and expansion by setting clear strategy, removing obstacles, and fostering a high-performing, customer-centric team. If you thrive in a fast-paced, mission-driven environment and are passionate about developing people while helping human services organizations succeed, we’d love to hear from you. **What You’ll Do:** - Provide leadership, coaching, and development to a team of CSMs, ensuring they achieve their goals and grow professionally. - Act as an executive sponsor for key accounts in your teams portfolio, helping to create deep, multi-threaded customer relationships and act as a point of escalation for enhanced customer support across your teams portfolio as needed. - Utilize customer and internal data to inform and implement strategies that continuously improve the customer experience. - Work closely with colleagues in Customer Training, Implementation, Billing, and Support to ensure seamless service delivery and address customer needs effectively. - Oversee and drive the end-to-end renewal process across the Customer Success team to ensure contracts are renewed on time, with accurate forecasting and clear visibility throughout the renewal cycle. - Own and achieve net revenue retention targets by leading the team to deliver strong renewal performance and consistent upsell and expansion outcomes in your team’s portfolio. - Attend promotional events at industry related conferences **Who You Are:** - Proven experience leading teams through change in a mission-driven environment, with the ability to support, coach, and motivate team members while ensuring continuity, maintaining team performance, and quality of service for human services organizations. - Experience leading renewal, add-on, and upsell strategies with a proven track record of reducing churn, managing customer risk, and consistently achieving retention and revenue goals. - Proficiency in using Salesforce or other CRM for accurate data tracking and decision-making. - Ability to managing and prioritizing multiple competing initiatives while supporting both a team and customers across Radicle Health’s multi-product portfolio. - Exceptional problem-solving, communication, and relationship management skills as well as strong cross-functional acumen, working across customer experience teams to follow process and deliver exceptional customer outcomes. - At least 5 years of experience in customer success or a related field, with at least 3 years in a leadership role. - Familiarity with Electronic Health Record software and the social services sector a plus **What we offer:** - Unlimited PTO policy - Competitive medical, dental, and vision healthcare coverage - 401k matching - Paid holidays - Volunteer time off - Paid parental leave - Remote work stipend - **Compensation:** Base Salary $130,000 - $150,000 + 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.*  *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.*