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.
- Leverage deep knowledge of CentralReach workflows, configurations, and operational best practices to guide customers toward successful outcomes and increased platform adoption.
- Provide consultative guidance to ABA provider organizations by understanding their clinical, operational, and business objectives and aligning CentralReach solutions to support those goals.
- Maintain a positive client health score and NPS.
- Manage relationships throughout various customer lifecycles and stages by serving as a trusted business advisor and establishing rapport with multiple levels in an organization (i.e., C-suite, administrators, etc.).
- Proactively engage with assigned book of business, aligning recurring activities with associated playbooks.
- Book of Business will include a mix of high-impact, growth-driven, and complex customers.
- Meetings will have set agendas.
- Develop and implement customer action plans for adoption and utilization of products.
- 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.
- Consistently meet established Customer Engagement and Growth KPIs.
- Partner closely with Account Managers to drive expansion opportunities via cross-sell and upsell initiatives.
- Account for a high percentage of closed/won NPIs across the CSL team.
- Foster close partnerships cross-functionally with teams such as Professional Services, Product, and Support to ensure timely addressing of customer concerns and initiatives.
- Independently utilize de-escalation strategies and manage customer escalations with appropriate parties involved.
- 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.
- Train as or serve as a Subject Matter Expert (SME).
- Assist in mentoring Level I CSLs.
- Actively participate in team initiatives and task forces.
- Direct experience using CentralReach in an operational, administrative, clinical, implementation, or customer-facing capacity is strongly preferred.
- Strong knowledge of the ABA industry, including familiarity with provider workflows, clinical operations, and stakeholders such as BCBAs, Clinical Directors, Practice Managers, and Executive Leadership.
- Proven Customer Success, Account Management, Consulting, or customer-facing SaaS experience with a track record of driving customer adoption, retention, and growth.
- 2-3 years' experience as a Customer Success Lead.
- Ability to build positive relationships internally and externally.
- Ability to manage conflict resolution and mitigate customer risks.
- Strong project management skills.
- Strong communication and presentation skills.
- Ability to work well with others and collaborate effectively.
- Ability to be empathetic while remaining assertive.
- Ability to work in a fast-paced, team environment with a high sense of urgency.
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. Explore opportunities at centralreach.com/careers.
Protecting your information is important to us. Please take a moment to review our Notice of Privacy Practices for Job Applicants. Applicant-Privacy-Notice-110725 to understand how we collect, use, store, and protect your personal information during the recruitment process.
Skills Required
- 2-3 years of experience as a Customer Success Lead Level 1 or 2
- Ability to build positive internal and external relationships
- Conflict resolution and customer risk mitigation skills
- Strong project management skills
- Strong communication and presentation skills
- Ability to collaborate effectively with others
- Ability to be empathetic and assertive
- Ability to work in a fast-paced team environment with a high sense of urgency
What We Do
CentralReach’s story started in 2012 at an ABA clinic in Pompano Beach, Florida. The company's founder, a practicing Board Certified Behavior Analyst, was drowning in manual work – from paper billing and clinical data collection to clinical reporting.. With client outcomes in mind, she created a technology-based solution that reduced time-consuming administrative work and freed her to spend time where it matters most – serving clients. Today, under the leadership of Chris Sullens, award-winning CEO in the technology space, CentralReach remains committed to its founding mission: leveraging technology to support individuals with autism and intellectual and developmental disabilities and addressing the growing Autism and IDD care gap. Now the leader in its field, CentralReach continually strives to propel the industry forward through cutting-edge technology, an unrelenting commitment to excellence, and a culture devoted to serving the growing neurodiverse population. Trusted by more than 115,000 users, we enable therapy providers, educators, and employers to scale the way they deliver Applied Behavior Analysis therapy with innovative technology, market-leading industry expertise, and world-class customer satisfaction.
Why Work With Us
We are a mission-driven team who are lucky to get to impact and advance the future of autism and IDD care software. CentralReach is growing quickly, which provides the opportunity to learn and grow from within. We strive to provide career pathing opportunities, as well as leadership and management development training opportunities.
Gallery
