Enterprise Customer Success Lead

• 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.

Base Salary Range 75000 - 95000 USD