Customer Success Lead

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. As a Customer Success Lead (CSL), you will be responsible for building relationships and strengthening overall product adoption and engagement with our customers. You'll work closely with key stakeholders to understand their business objectives, acting as their trusted advisor in using CentralReach effectively toward their desired outcomes. As an advocate for your portfolio of customers, you'll liaise between our customers and our internal organization, ensuring that needs and/or requirements considered critical to the success of these customers are communicated and managed. As a Level 1 CSL, you'll focus on developing and mastering foundational skills. This initial level requires that you have demonstrated a deep understanding of relationship building, conflict resolution capabilities, and can work collaboratively both internally and externally. Through proficiency in targeted key accountability areas, you'll not only excel as a Level 1 but also pave the way for future career growth along clear pathways for advancement. Location & Interview Process We prefer candidates who can work in a hybrid capacity from one of our corporate offices in Holmdel, New Jersey or Fort Lauderdale, Florida . However, we will consider remote candidates located in other U.S. states for the right individual. As part of our hiring and security protocols, candidates hired into fully remote roles are required to participate in an in-person interview or face-to-face meeting prior to their first day of employment. Key Accountabilities: Maintain a positive client health score and NPS. Manage relationships throughout various customer lifecycles and stages. Proactively engage with assigned book of business, aligning recurring activities with associated playbooks. Consistently meet established Customer Engagement and Growth KPI’s. Influence and drive customers towards 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. Partner closely with Account Managers to drive expansion opportunities via cross-sell and upsells. Foster close partnerships cross-functionally with teams such as Professional Services, Product, and Support to ensure timely addressing of customer concerns and initiatives. 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