Customer Success Lead

CentralReach; Holmdel Township (NJ); Hybrid; USD 65,000 - 80,000; Full time

Benefits offered by this job

Hybrid work schedule

Health benefits

401(k) matching

Paid parental leave

Career development support

Job summary

CentralReach is seeking a Customer Success Lead to strengthen product adoption and engagement with our customers. You will work with stakeholders to understand business objectives and act as their trusted advisor in using CentralReach to achieve outcomes.

The role requires managing a portfolio, coordinating with Account Managers, and staying current with product updates. This hybrid position supports our Holmdel, NJ and Fort Lauderdale offices, with remote options for suitable time zones.

Qualifications

• Understanding of Customer Success metrics and CS KPIs.
• Ability to build positive relationships internally and externally.
• Strong communication, negotiation, and presentation skills.
• Experience in a client-facing role.

Responsibilities

• Maintain a positive client health score and NPS.
• Manage relationships across customer lifecycles.
• Collaborate with Account Managers to drive expansion via cross-sell and upsell.
• Stay up to date with features and product updates.

Skills

CS metrics

Relationship building

Project management

Communication skills

Negotiation skills

Prioritization

Analytical mindset

Team collaboration

Fast-paced environment

Education

Bachelor's degree

Tools

Salesforce

Microsoft Outlook

Job description

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.

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 MST/PST time zones to accommodate our west coast customer base. 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 toward 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

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.

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