Customer Success Manager

Customer Success Manager

About the Company:

At Link2Feed, we are dedicated to empowering communities by enhancing the delivery of human services. Our innovative software solutions help food banks and nonprofit organizations streamline their operations and make a greater impact. As a Customer Success Manager, you will play a key role in building and maintaining strong customer relationships, driving product adoption, and supporting clients in achieving their goals.

About the Job:

As a Customer Success Manager you will be responsible for managing key customer accounts, ensuring satisfaction, driving product adoption, and identifying growth opportunities through upselling and renewals. You will work closely with the Customer Experience team to deliver exceptional service, achieve revenue targets, and support long-term customer retention. This role requires someone with a deep understanding of mid-market or enterprise client needs, the ability to manage complex accounts, and a strong focus on scaling adoption and revenue within this segment.

Who you are:

• 2–3 years of experience in Customer Success, Account Management, Client Services, or a similar customer-focused role, preferably with mid-market or enterprise clients.

• 2+ years of project management experience, with the ability to manage multiple projects simultaneously (PM certification is an asset).

• Strong presentation and public speaking skills, with experience delivering training both over Zoom and in person.

• Proven experience using tools like Salesforce, Zendesk, and ChurnZero.

• Demonstrated ability to explain technical solutions, establish goals, develop opportunities, and provide dashboards/reports to improve the customer experience.

• Analytical skills with experience using Excel and/or PowerPoint to present actionable insights.

• Experience managing a sales pipeline and successfully meeting or exceeding a sales quota.

• Proven success in meeting portfolio goals, such as achieving 90% case manager seat utilization.
• Exceptional problem-solving, communication, and relationship management skills.

What you’ll be responsible for:

Customer Relationship Management:

• Serve as the primary point of contact for mid-market accounts, building lasting relationships and ensuring customer success.

• Conduct quarterly check-ins to assess satisfaction, gather feedback, and address customer needs using tailored materials.

• Proactively manage expectations and provide timely updates on product enhancements and new features.

• Represent the customer’s voice in internal projects and initiatives to align with their needs.

Product Adoption and Utilization:

• Educate mid-market customers on best practices and new features to maximize the value of Link2Feed’s products.

• Set and track measurable goals, such as achieving a 10% increase in feature utilization within six months and adding 15% more sites into the system annually.

• Monitor customer engagement and usage through dashboards, identifying areas for improvement and providing actionable recommendations.

• Provide customized training sessions via Zoom and in-person to address customer pain points, workflows, and goals.

Customer Satisfaction and Issue Resolution:

• Resolve 90% of customer inquiries within 48 hours, escalating complex issues when necessary.

• Maintain portfolio health metrics, including NPS above 60 and CSAT above 90.

• Send quarterly satisfaction surveys and follow up with customers who provide low scores to address concerns.

Upselling and Renewals:

• Conduct quarterly reviews to identify growth opportunities and tailor proposals to mid-market client needs.

• Generate $750K in upsell and expansion opportunities annually in Salesforce and convert 33% of the pipeline into actionable deals.

• Achieve a net revenue retention target of 113% and support the 2025 goal of $425K in annual recognized revenue (ARR).

• Initiate renewal cycles 180 days in advance, ensuring seamless processes and proactive intervention for at-risk accounts.

Reporting and Data Analysis:

• Track and report on customer account performance, satisfaction scores, and usage patterns.

• Leverage tools like Salesforce, Zendesk, and ChurnZero for pipeline management and customer insights.

• Create and deliver dashboards and reports using tools like Excel and PowerPoint to arrange and display relevant insights during customer business reviews.

• Provide regular updates to leadership on account health and growth opportunities.

What we offer:

• Unlimited PTO policy

• Competitive medical, dental, and vision healthcare coverage

• 401k matching

• Paid holidays

• Volunteer time off

• Paid parental leave

• Remote work stipend

• Compensation: $73,000 - $103,000 OTE

• Location: Remote

Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. More information about the salary range specific to your working location and other factors will be shared during the hiring process.

Radicle Health is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Radicle Health does not make hiring or employment decisions 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.