Customer Success Lead

CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. As a Customer Success Lead, you will be responsible for building relationships with customers, enhancing product adoption, and collaborating with stakeholders to ensure customer success and satisfaction.ResponsibilitiesMaintain a positive client health score and NPSManage relationships throughout various customer lifecycles and stagesProactively engage with assigned book of business, aligning recurring activities with associated playbooksConsistently meet established Customer Engagement and Growth KPI’sInfluence and drive customers towards Best Practices, ensuring adoption and optimization across various parts of the systemStay up to date with the latest features, product updates, and releases to ensure comprehensive knowledge and expertise are maintained to keep customers well informedPartner closely with Account Managers to drive expansion opportunities via cross-sell and upsellsFoster close partnerships cross-functionally with teams such as Professional Services, Product, and Support to ensure timely addressing of customer concerns and initiativesAct as the voice of your customers to ensure that their concerns and feedback are heardMaintain strong relationships and understanding of customers to identify risks early and activate associated playbooksPrioritize and complete high-impact team assignments and initiatives as they are assignedSkillsAn understanding of Customer Success and CS metricsAn ability to build positive relationships internally and externallyAbility to work well with others and collaborate effectivelyStrong customer relationship building skillsStrong organizational skillsHigh degree of conflict resolutionStrong project management skillsClear and effective communication, negotiation, and presentation skillsAbility to be empathetic, but assertive at the same timeAbility to work in a fast-paced, team environment with a high sense of urgencyAbility to independently prioritize work and shift priorities as needed to meet deadlinesSelf-motivated with a sharp analytical mindset, capable of insightful problem-solvingQuick learnerAbility to stay composed in tough situations, maintaining professionalism throughoutEnthusiastic about professional growthCollege degree and/or relevant client facing experience1+ 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, etcPrevious experience with CentralReach or other EMR/EHR systemsKnowledge of healthcare compliance and HIPAAExperience in the healthcare industryFamiliarity with ABA or certified as an RBT or BCBAFamiliarity with key tools such as: Salesforce, Microsoft Outlook Suite, etcBenefitsCompetitive compensationComprehensive health benefitsGenerous PTO401(k) matchingPaid parental leaveHybrid work schedulesCareer development supportWellness programsOpportunities to give back through CR Cares™, our community engagement initiativeCompany OverviewCentralReach provides the leading Autism and IDD Care software and services platform to help children and adults diagnosed with autism and related intellectual and developmental disabilities - and those who serve them - unlock potential, achieve better outcomes, and live more independent lives. It was founded in 2012, and is headquartered in Fort Lauderdale, Florida, USA, with a workforce of 201-500 employees. Its website is http://www.centralreach.com.



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