Strategic Enterprise Customer Success Lead

Centralreach-8; Holmdel Township (NJ); Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

Health benefits

Paid parental leave

401(k) matching

PTO and vacation

Job summary

CentralReach is seeking an Enterprise Customer Success Lead to act as a strategic advisor for complex customers, driving adoption, utilization, and business outcomes. You will mentor teammates, promote best practices, and influence KPIs across the CSL team.

Responsibilities include guiding customers through CentralReach workflows, maintaining health scores, and collaborating with Product, Professional Services, and Support to ensure timely resolution of escalations and successful outcomes.

Qualifications

• Direct experience delivering customer success in a SaaS environment.
• Strong ABA/healthcare industry knowledge is a plus.
• Proven ability to drive adoption, retention, and growth.

Responsibilities

• Guide customers toward successful outcomes and platform adoption.
• Maintain a positive client health score and high NPS.
• Manage relationships across customer lifecycles and executive levels.
• Partner with Account Managers to drive expansion and cross-sell opportunities.
• Mentor team members and promote CS best practices.

Skills

Customer Success

Account Management

SaaS

Relationship-building

Communication

Problem Solving

Cross-functional collaboration

Leadership

Tools

CRM systems

Job description

CentralReach is seeking an Enterprise Customer Success Lead to act as a strategic advisor for complex customers, driving adoption, utilization, and business outcomes. You will mentor teammates, promote best practices, and influence KPIs across the CSL team.

Responsibilities include guiding customers through CentralReach workflows, maintaining health scores, and collaborating with Product, Professional Services, and Support to ensure timely resolution of escalations and successful outcomes.