Customer Success Manager

Radicle Health; United States; Remote; USD 73,000 - 103,000; Full time

Job summary

A leading company in human services software is seeking a Customer Success Manager to enhance customer relationships and drive product adoption. This remote role involves managing key accounts, ensuring satisfaction, and identifying growth opportunities through upselling. The ideal candidate will have experience with mid-market clients and strong analytical skills. Join us to make a meaningful impact in the community while enjoying competitive benefits and an unlimited PTO policy.

Benefits

Unlimited PTO

Medical, Dental, and Vision Coverage

401k Matching

Paid Holidays

Volunteer Time Off

Paid Parental Leave

Qualifications

• 2–3 years of experience in Customer Success or similar role.
• Strong presentation and public speaking skills.
• Experience managing a sales pipeline.

Responsibilities

• Manage key customer accounts and ensure satisfaction.
• Drive product adoption and identify growth opportunities.
• Conduct quarterly check-ins and resolve customer inquiries.

Skills

Customer Success

Account Management

Presentation Skills

Problem-Solving

Communication

Education

Project Management Certification

Tools

Salesforce

Zendesk

ChurnZero

Excel

PowerPoint

Job description

Radicle Health is a collection of human services software products designed to foster collaboration and innovation, helping organizations better serve their communities. We believe technology plays a crucial role in the success of the human services sector, but no single system can meet the diverse needs of every agency. That’s why we’ve built Radicle Health as a home for mission-driven products that support organizations in delivering essential services. Under one roof, our teams learn from each other, test ideas faster, and think holistically about the individuals and communities we serve.

Customer Success Manager

About the Company:

At Link2Feed, we are dedicated to empowering communities by enhancing the delivery of human services. Our innovative software solutions help food banks and nonprofit organizations streamline their operations and make a greater impact. As aCustomer Success Manager, you will play a key role in building and maintaining strong customer relationships, driving product adoption, and supporting clients in achieving their goals.

About the Job:

As a Customer Success Manager you will be responsible for managing key customer accounts, ensuring satisfaction, driving product adoption, and identifying growth opportunities through upselling and renewals. You will work closely with the Customer Experience team to deliver exceptional service, achieve revenue targets, and support long-term customer retention. This role requires someone with a deep understanding of mid-market or enterprise client needs, the ability to manage complex accounts, and a strong focus on scaling adoption and revenue within this segment.

Who you are:

• 2–3 years of experiencein Customer Success, Account Management, Client Services, or a similar customer-focused role, preferably withmid-market or enterprise clients.
• 2+ years of project management experience, with the ability to manage multiple projects simultaneously (PM certification is an asset).
• Strong presentation and public speaking skills, with experience delivering training both over Zoom and in person.
• Proven experience using tools like Salesforce, Zendesk, and ChurnZero.
• Demonstrated ability to explain technical solutions, establish goals, develop opportunities, and provide dashboards/reports to improve the customer experience.
• Analytical skills with experience usingExcel and/or PowerPointto present actionable insights.
• Experience managing a sales pipeline and successfully meeting or exceeding asales quota.
• Proven success in meeting portfolio goals, such as achieving90% case manager seat utilization.
• Exceptional problem-solving, communication, and relationship management skills.

What you’ll be responsible for:

Customer Relationship Management:

• Serve as the primary point of contact for mid-market accounts, building lasting relationships and ensuring customer success.
• Conduct quarterly check-ins to assess satisfaction, gather feedback, and address customer needs using tailored materials.
• Proactively manage expectations and provide timely updates on product enhancements and new features.
• Represent the customer’s voice in internal projects and initiatives to align with their needs.

Product Adoption and Utilization:

• Educate mid-market customers on best practices and new features to maximize the value of Link2Feed’s products.
• Set and track measurable goals, such as achieving a 10% increase in feature utilization within six months and adding 15% more sites into the system annually .
• Monitor customer engagement and usage through dashboards, identifying areas for improvement and providing actionable recommendations.
• Provide customized training sessions via Zoom and in-person to address customer pain points, workflows, and goals.

Customer Satisfaction and Issue Resolution:

• Resolve 90% of customer inquiries within 48 hours, escalating complex issues when necessary.
• Send quarterly satisfaction surveys and follow up with customers who provide low scores to address concerns.

Upselling and Renewals:

• Conduct quarterly reviews to identify growth opportunities and tailor proposals to mid-market client needs.
• Generate $750K in upsell and expansion opportunities annually in Salesforce and convert 33% of the pipeline into actionable deals.
• Achieve a net revenue retention target of 113% and support the 2025 goal of $425K in annual recognized revenue (ARR) .
• Initiate renewal cycles 180 days in advance, ensuring seamless processes and proactive intervention for at-risk accounts.

Reporting and Data Analysis:

• Track and report on customer account performance, satisfaction scores, and usage patterns.
• Leverage tools like Salesforce, Zendesk, and ChurnZero for pipeline management and customer insights.
• Create and deliver dashboards and reports using tools like Excel and PowerPoint to arrange and display relevant insights during customer business reviews.
• Provide regular updates to leadership on account health and growth opportunities.

What we offer:

• Unlimited PTO policy
• Competitive medical, dental, and vision healthcare coverage
• 401k matching
• Paid holidays
• Volunteer time off
• Paid parental leave
• Compensation: $73,000 - $103,000 OTE
• Location: Remote

Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. More information about the salary range specific to your working location and other factors will be shared during the hiring process.

Radicle Health is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Radicle Health does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.

Radicle Health is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Radicle Health does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.

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