Manage a complex customer portfolio, maintaining customer health, NPS, engagement, adoption, and growth KPIs. Build executive-level relationships, develop action plans, promote product best practices, identify risks, manage escalations, and support expansion opportunities. Collaborate cross-functionally with Account Management, Product, Professional Services, and Support. Mentor junior Customer Success Leads, serve as a subject matter expert, and contribute to team initiatives and task forces.
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 an Enterprise Customer Success Lead, you will serve as a strategic advisor to some of our most complex and high-impact customers, leveraging your deep CentralReach expertise, ABA industry knowledge, and Customer Success experience to drive adoption, utilization, and business outcomes. In addition to managing a full book of business, you will act as a trusted resource for both customers and colleagues, mentoring team members, promoting Customer Success best practices, and influencing team initiatives and key performance metrics. The ideal candidate is a CentralReach expert with strong ABA industry knowledge and a proven track record of building successful customer relationships and driving business outcomes.
Key Accountabilities:
- 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.
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), and led by award-winning CEO Chris Sullens, 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.
Protecting your information is important to us. Please take a moment to review our Notice of Privacy Practices for Job Applicants. Applicant-Privacy-Notice-110725 to understand how we collect, use, store, and protect your personal information during the recruitment process.
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