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.
Responsibilities
- 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
Skills
- 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
- 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
Benefits
- Competitive compensation
- Comprehensive health benefits
- Generous PTO
- 401(k) matching
- Paid parental leave
- Hybrid work schedules
- Career development support
- Wellness programs
- Opportunities to give back through CR Cares™, our community engagement initiative
Company Overview
- CentralReach 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.