Director, Customer Success

About Radicle Health:

Radicle Health is a collection of human services software companies created and designed to foster collaboration and experimentation across our teams so that we can collectively better serve our communities. We believe technology is at the root of success in the human services sector, but that no single system can meet the needs of every agency. So we’ve built Radicle Health around this guiding principle. Our companies are 100% committed to their products, their customers, and the individuals their customers serve. But under one roof, our teams can learn from each other, can more quickly test ideas, and can think holistically about our communities and the people at the center of those communities. Learn more at www.radicle-health.com.

Summary:

Radicle Health is seeking an experienced Director of Customer Success to lead our Customer Success team. In this pivotal role, you will build trusted partnerships with customers, manage and inspire a high-performing team, and ensure exceptional retention and expansion rates. You will drive strategic initiatives, leveraging data to mitigate risks and maintain a proactive engagement approach. If you excel in a fast-paced, collaborative environment and are dedicated to helping human services organizations succeed, we want to hear from you.

In This Role, You Will:

• Inspire and develop a team of Customer Success professionals, ensuring they achieve individual and team objectives.
• Establish and maintain strong relationships with customers, demonstrating the value of our products and services.
• Lead risk mitigation efforts, using data to inform decisions and conduct quarterly risk reviews.
• Prioritize proactive engagement, driving customer retention and expansion through well-documented workflows and regular updates.
• Work closely with other Customer Experience Directors and cross-functional teams to align on customer goals and deliver seamless service.

Qualifications:

• At least 7 years of experience in customer success or a related field, with at least 3 years in a leadership role.
• Demonstrated success in leading and scaling a customer success team, including hiring, training, and developing team members.
• Strong proficiency in using Salesforce for tracking customer interactions and creating actionable insights.
• Proven ability to build and sustain customer relationships that drive retention and growth.
• Experience in conducting structured risk reviews and translating findings into strategic actions.

Key Skills:

• Leadership and Team Development: Ability to lead, inspire, and develop a high-performing team, fostering a collaborative and high-performance culture.
• Customer Relationship Management: Expertise in building and nurturing long-term customer relationships.
• Data-Driven Decision Making: Proficient in analyzing data to inform strategies and improve customer outcomes.
• Strategic Thinking: Ability to develop and communicate a clear strategic vision for the Customer Success function.
• Cross-Functional Collaboration: Skilled in working with various departments to ensure a cohesive and comprehensive approach to customer success.
• Communication: Excellent verbal and written communication skills for clear and effective interaction with customers and internal teams.
• Risk Mitigation: Extensive experience in identifying, assessing, and mitigating customer risks using a data-driven approach.
• Project Management: Highly organized with the ability to manage multiple projects and priorities simultaneously.

Other Information:

• Location: Fully Remote
• Compensation: $160,000-175,000 base salary + 8-10% target annual bonus
• Benefits: 401k matching, medical, dental and vision healthcare coverage, unlimited PTO, paid holidays, volunteer time off, paid parental leave, etc.

Radicle Health and its Operating Companies are Equal Employment Opportunity employers that proudly pursue and hire a diverse workforce. Hiring or employment decisions are not made 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.