Customer Success Specialist

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. At Radicle Health, you'll do meaningful work alongside people who genuinely care about our mission, our customers, and each other. Here, you're free to show up as your full self, celebrating wins, having fun, and knowing you're truly part of something bigger. You will have real ownership of your work and your contributions will have a direct impact on our success. We're invested in your growth because when you grow, so do we. The Customer Success Specialist is responsible for maintaining customer satisfaction and retention across a pooled cohort of customers. This position will deliver value to customers through scalable engagements that empower customers to achieve success independently. This position works closely with other departments to address customer inquiries and resolve issues. As a Customer Success Specialist you will focus on supporting a broad portfolio of Radicle Health customers by delivering just-in-time support and fostering success at scale. This role is a supportive partner for customers that focuses on scaled services and engagement strategies. Responsibilities: Effectively manage the overall success and retention of a shared book of accounts (pooled) by building, improving and establishing processes to engage customers through 1:many communications Serve as the primary interface with customers to manage and resolve any critical situations that may arise within pooled accounts Serve as a Product Knowledge Expert to address customer needs by leveraging system functionality and/or referring to internal subject matter experts Collaborate, problem solve, and/or strategize customer issues and inquiries with other team members Take a consultative approach in helping customers overcome issues and achieve goals by leveraging system functionality and highlighting best practices Inform customers of new functionality and highlight best practices to encourage new feature adoption Document customer status, needs, activities, communications, and organizational changes in Salesforce and/or other customer relationship management (CRM) tools Sustain business growth and profitability by maximizing product value, selling add-on services and modules, and offering consultative and training services Attend promotional events at industry related conferences Qualifications: 0-3 years of experience, preferably in a client-facing or Customer Success role SalesForce, ChurnZero, or other CRM experience Customer Service experience Strong communication skills Strong problem solving and analytical skills Task and project management skills or experience Familiarity with Electronic Health Record software and the social services sector a plus Key Metrics: <li data-leveltext="" data-font="Symbol" data-listid="17" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","46977780