Customer Success Lead

DaParrot Ltd; Deutschland; Hybrid; EUR 56.000 - 69.000; Vollzeit

Benefits dieser Stelle

Health benefits

PTO and parental leave

401(k) matching

Zusammenfassung

CentralReach, a leading software provider for ABA and related therapies, offers a hybrid work model with flexible options. You will build trusted relationships with healthcare and education stakeholders, guiding product adoption and strategic outcomes for a large portfolio of customers.

The role emphasizes deep customer understanding, cross-functional collaboration, and proactive problem-solving. Remote candidates may be considered for right fit, with in-person interviews for fully remote roles.

Qualifikationen

• Experience in customer-facing roles and ensuring strong client relationships.
• Ability to monitor customer health, engagement, and NPS metrics.
• Proven track record in cross-functional collaboration to drive outcomes.

Aufgaben

• Maintain a positive client health score and NPS across the portfolio.
• Manage relationships through customer lifecycles and stages.
• Engage with the book of business following playbooks to drive engagement.
• Collaborate with Account Managers to identify expansion opportunities.
• Partner with Professional Services, Product, and Support to address customer needs.
• Act as the voice of customers to communicate feedback effectively.

Kenntnisse

Customer Success

Relationship Building

Conflict Resolution

Project Management

Communication & Negotiation

Analytical Mindset

Empathetic Yet Assertive

Adaptability

Ausbildung

College degree

Client-facing experience

Tools

Salesforce

Microsoft Outlook

CRM software

Jobbeschreibung

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 (CSL), you will be responsible for building relationships and strengthening overall product adoption and engagement with our customers. You’ll work closely with key stakeholders to understand their business objectives, acting as their trusted advisor in using CentralReach effectively toward their desired outcomes. As an advocate for your portfolio of customers, you’ll liaise between our customers and our internal organization, ensuring that needs and/or requirements considered critical to the success of these customers are communicated and managed.

As a Level 1 CSL, you’ll focus on developing and mastering foundational skills. This initial level requires that you have demonstrated a deep understanding of relationship building, conflict resolution capabilities, and can work collaboratively both internally and externally.

Through proficiency in targeted key accountability areas, you’ll not only excel as a Level 1 but also pave the way for future career growth along clear pathways for advancement.

Location & Interview Process

We prefer candidates who can work in a hybrid capacity from one of our corporate offices in Holmdel, New Jersey or Fort Lauderdale, Florida. However, we will consider remote candidates located in other U.S. states for the right individual.

As part of our hiring and security protocols, candidates hired into fully remote roles are required to participate in an in-person interview or face-to-face meeting prior to their first day of employment.

Key Accountabilities

• 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.

Desired Skills and Experience

• 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.

Additional Preferred Experience (considered a plus)

• 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.

Base Salary Range

$65,000—$80,000 USD

Backed by Roper Technologies, Inc. (Nasdaq: ROP), CentralReach is entering an exciting phase of growth, innovation, and scale. Recognized as one of the best places to work over 10 times by organizations such as Inc, Built In, and NJBIZ, our culture is centered around impact, inclusion, and flexibility. As a hybrid company with collaborative offices in Ft. Lauderdale, FL; Holmdel, NJ; and Verona, Italy, we foster a workplace where top talent can thrive and make a real difference in the lives of those we serve.

We offer competitive compensation, comprehensive health benefits, generous PTO, 401(k) matching, and paid parental leave to our full-time employees. Our team members also enjoy hybrid work schedules, career development support, wellness programs, and opportunities to give back through CR Cares™, our community engagement initiative.

Be part of a market leader driving the future of care.

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