Customer Success Lead

A Customer Success Lead (CSL) reports to our Director of Customer Success or Manager of Customer Success and is responsible for driving business value to our customers through adoption and proactive engagement; which can vary in form. The basis is to ensure ongoing adoption and utilization of our products by guiding customers towards best practices and engaging in strategic conversations with the organization’s chief executive team. In addition, a CSL is responsible for maintaining a positive relationship with our customers by collaborating with all departments to ensure that excellent customer service is provided in an efficient manner. This may include collaborating with Professional Services to ensure adequate training is provided, working with Customer Support to ensure bug fixes are prioritized, and collaborating with Sales on necessary cross-sell opportunities.

In order to produce superior outcomes, our clients need to be able to focus less time on their daily administrative tasks and more time with their clients. By spending less time on administrative tasks, clinicians can focus on the efficacy of treatment. In the start of an organization’s journey, the onboarding process is tedious so our job is to ensure their successful adoption to the product by continuing to reiterate business value. We continue to provide this support through assisting customers to adopt best practices, adoption of features that will continue to drive value for the business, and collaborating with various departments. When efficient workflows are established, less time is spent on administrative tasks and more time with a client. This increases the organization’s profit, which in turn increases the number of staff, and the overall desired outcome of more clients being seen. Our ultimate goal is to provide them with solutions that facilitate their focus on clients achieving superior outcomes.

A Customer Success Lead role requires that you have demonstrated an understanding of relationship building skills, conflict resolution capabilities, and can work collaboratively with others. Ideally, you will have some sort of client services experience (i.e. technical support, account management, etc.). As a CSL, your overall impact is to ensure the success of your customers through the expertise and proficiency gained by understanding the market and how that reflects with your customers. This will allow you to make judgements on proactive engagement strategies to ensure your customers receive business value through product adoption.

What you’ll do:

• Maintain a positive client health score and NPS
• Relationship management throughout customer lifecycle
• Proactive engagement based on playbooks
• Analyze and maintain customer account utilization
• Influence and drive customers towards Best Practices
• Assist AM’s with cross-sell and up-sell opportunities
• Coordinate product adoption and ongoing utilization with Professional Services
• Work closely with technical team to report on customer product issues
• Identify and mitigate red flags
• Manage customer escalations as needed

Role Requirements & Related Competencies:

• 2+ years experience in a Customer Success, Services, or Support role within a SaaS company or equivalent experience in ABA field
• An understanding of Customer Success and CS metrics
• An ability to build relationships internally and externally
• Ability to manage conflict resolution
• Strong project management skills
• Strong communication and presentation skills
• Ability to work well with others and collaborate effectively
• An ability to be empathetic, but assertive at the same time
• Ability to work in a fast-paced, team environment with a high sense of urgency

Why is the role of a CSL important to this company and why are these job duties relevant?

On-boarding into the CR product is a learning curve and requires a lot of time from the side of our clients. A CSL helps alleviate some of that learning curve by providing encouragement to learn best practices and relaying continuous business value being obtained throughout the customer lifecycle.

By building a relationship of trust with the client and serving as a trusted advisor, this helps ensure retention of clients on our product.

By managing account health and product adoption, a CSL is ensuring that the organization is utilizing the current features they subscribe to and utilizing them efficiently; if not then we want to make sure we provide that support. If we don’t provide this support, the organization may determine on their own that our system isn’t efficient enough for them and potentially leave causing a drop in retention.