Manager, Customer Success (Scaled & Digital)

About the Job

Radicle Health is looking for a Manager, Customer Success (Scaled and Digital Programs) to lead our scaled customer segment and digital engagement strategy across Customer Success. In this people leadership role, you will manage, coach, and develop the individual contributors who support scaled customers while owning the proactive 1:many engagement programs that help customers adopt our products, realize value, and stay connected to Radicle Health.

You will build and execute a digital strategy that combines timely communications, automated customer journeys, and live programs such as office hours and town halls. Working across our multi-product portfolio, you will create repeatable approaches that extend the reach of Customer Success and improve customer satisfaction, retention, and growth. If you enjoy developing people and translating customer needs into effective programs at scale, we’d love to hear from you.

What You’ll Do

Lead the scaled Customer Success team

• Provide leadership, coaching, and professional development to a team of CSMs, setting clear expectations and accountability for customer and team outcomes.

• Oversee scaled customer health, risk management, renewals, and growth opportunities; serve as a point of escalation and coordinate targeted outreach when customers need additional engagement.

• Own retention and net revenue retention goals for the scaled portfolio, ensuring timely renewals, achievement of growth targets, accurate forecasting, and clear visibility into customer risk and expansion opportunities.

• Attend promotional events at industry related conferences

Own digital strategy and proactive engagement

• Develop and execute the digital Customer Success strategy focused on scalable programs that support engagement across customer segments.

• Own the 1:many engagement programs, including office hours, town halls, targeted email campaigns, and other proactive programs aligned to customer needs and lifecycle milestones.

• Lead program planning and execution, including topics, content, presenters, customer invitations, facilitation, and follow-up; partner with product experts to deliver relevant guidance.

Measure results and collaborate across teams

• Track program reach, participation, engagement, product adoption, customer satisfaction, and retention; test and refine programs based on results and customer feedback.

• Use Salesforce and customer success tools to maintain reliable data, prioritize outreach, and report on scaled portfolio performance and digital program impact.

• Partner with Customer Success leaders, Marketing, Product, Customer Training, Implementation, Billing, and Support to align communications, coordinate customer programs, and address recurring needs.

• Bring customer feedback and trends from scaled engagement into internal planning, helping teams understand customer challenges and opportunities across the portfolio.

Who You Are

• Experience leading teams through change in a mission-driven environment, with the ability to support, coach, and motivate team members while ensuring continuity, maintaining team performance, and quality of service for human services organizations.

• Background building digital or scaled customer success programs, including 1:many and automated communications, using data and feedback to improve outcomes.

• Proficiency leading renewal and expansion strategies, managing customer risk, and achieving retention and revenue goals.

• Strong presentation, facilitation, and writing skills, with the ability to create useful customer communications and facilitate engaging office hours, town halls, or webinars.

• Proficiency with Salesforce, Hubspot, or another CRM, along with customer success and automation tools for campaign execution, customer insights, and reporting.

• Strong problem-solving and cross-functional collaboration skills, with the ability to balance team leadership and program execution across a multi-product portfolio.

• At least 5 years of experience in customer success or a related field, with at least 3 years in a leadership role.

• Familiarity with Electronic Health Record software and the human services sector is a plus.

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: Base salary $140,000 - $160,000 + Variable Compensation
• 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.