Customer Success Lead

CentralReach•Holmdel Township, NJ

5d•$75,000 - $95,000•Hybrid

About The Position

CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, we enable therapy providers, educators, and employers to scale the way they deliver ABA and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction. As a Customer Success Lead, in addition to your foundational Level 1 skills, you will focus on your ability to teach CS and positively influence CS initiatives and metrics. Your colleagues should now be able to come to you as a trusted advisor for Customer Success (CS) best practices within the organization. In this role, you will manage a full book of business and your day-to-day will entail partnering with your customers but also identifying ways to mentor and develop newer team members and impact team level goals through performance and/or participating in a project/taskforce.

Requirements

2-3 years' experience as a Customer Success Lead Level 1 or 2.
An ability to build positive relationships internally and externally.
Ability to manage conflict resolution and mitigate customer risks.
Strong project management skills.
Strong communication and presentation skills.
Ability to work well with others and collaborate effectively.
An 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.

Responsibilities

Maintain a positive client health score and NPS.
Manage relationships throughout various customer lifecycles and stages by serving as a trusted business advisor and establishing rapport with multiple levels in an organization (i.e. C-suite, administrators, etc.).
Proactively engage with assigned book of business, aligning recurring activities with associated playbooks.
Book of Business will include a mix of high impact, growth driven, and complex customers.
Meetings will have set agendas.
Develop and implement customer action plans for adoption and utilization of products.
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.
Consistently meet established Customer Engagement and Growth KPI’s.
Partner closely with Account Managers to drive expansion opportunities via cross-sell and upsells.
Account for high percentage of closed/won NPIs across the CSL team.
Foster close partnerships cross-functionally with teams such as Professional Services, Product, and Support to ensure timely addressing of customer concerns and initiatives.
Independently utilizes de-escalation strategies and manages customer escalations with appropriate parties involved.
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.
Train as or serve as a Subject Matter Expert (SME).
Assist in mentoring level 1 CSL’s.
Actively participates in team initiatives and task forces.