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CentralReach

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Customer Success Lead

$65,000 – $80,0001+ yearsHybrid

  • Customer Success
  • United States
  • Full time
  • Today
Newly posted

About the role

CentralReach is a leading provider of autism and IDD care software for therapy providers and educators. As a Customer Success Lead, you will build relationships and strengthen product adoption by acting as a trusted advisor to your portfolio of customers. You will liaise between customers and internal teams to ensure critical requirements are managed and business objectives are met.

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 KPIs.
  • 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.
  • 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.

Required skills

  • Customer Success
  • Relationship building
  • Conflict resolution
  • Project management
  • Negotiation
  • Analytical mindset

Nice to have

  • EMR/EHR systems
  • Healthcare compliance
  • HIPAA
  • ABA
  • Salesforce
  • Microsoft Outlook Suite

Qualifications

  • College degree
  • 1+ years experience in a client facing role

Certifications

  • RBT
  • BCBA

Benefits

  • Health benefits
  • Generous PTO
  • 401(k) matching
  • Paid parental leave
  • Career development support
  • Wellness programs

About the Company

CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis, multidisciplinary therapy, and special education. Backed by Roper Technologies, Inc., the company is recognized as a top place to work and focuses on impact, inclusion, and flexibility.

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