Enterprise Customer Success Lead

• 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.

Desired Skills and Experience:

• 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

$75,000—$95,000 USD

Backed by Roper Technologies, Inc. (Nasdaq: ROP), CentralReach is entering an exciting phase of growth, innovation, and scale.

Recognized as one of the best places to work over 10 times by organizations such as Inc, Built In, and NJBIZ, our culture is centered around impact, inclusion, and flexibility. As a hybrid company with collaborative offices in Ft. Lauderdale, FL; Holmdel, NJ; and Verona, Italy, we foster a workplace where top talent can thrive and make a real difference in the lives of those we serve.

We offer competitive compensation, comprehensive health benefits, generous PTO, 401(k) matching, and paid parental leave to our full-time employees. Our team members also enjoy hybrid work schedules, career development support, wellness programs, and opportunities to give back through CR Cares™, our community engagement initiative.

Be part of a market leader driving the future of care. Explore opportunities at centralreach.com/careers.

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