Manager, Customer Success (Scaled & Digital)

Radicle Health is a collection of human services software products designed to foster collaboration and innovation, helping organizations better serve their communities. We believe technology plays a crucial role in the success of the human services sector, but no single system can meet the diverse needs of every agency. That’s why we’ve built Radicle Health as a home for mission-driven products that support organizations in delivering essential services. Under one roof, our teams learn from each other, test ideas faster, and think holistically about the individuals and communities we serve.
At Radicle Health, you'll do meaningful work alongside people who genuinely care about our mission, our customers, and each other. Here, you're free to show up as your full self, celebrating wins, having fun, and knowing you're truly part of something bigger. You will have real ownership of your work and your contributions will have a direct impact on our success. We're invested in your growth because when you grow, so do we.
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.
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