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Senior Customer Success Manager

Radicle Health

Radicle Health

Customer Service, Sales & Business Development
Walnut Creek, CA, USA
Posted on Monday, July 17, 2023
Radicle Health acquires, invests and operates mission critical human services software (SaaS) companies. We believe that human services agencies and the people they serve deserve functional, modern, and easy-to-use software. And we believe we’re the ones to build it.Currently, Radicle has 4 platform companies and 175+ employees across the US and Canada, serving over 15,000 organizations in North America. Radicle Apps is a division of Radicle Health that provides our platform companies with software and services that supercharges their functionality and eases the administrative burden of their customersSARA, our newest Radicle Apps product, is a digital assistant that does most of the work a human assistant can do in terms of client follow-up, data entry and documentation- something that absorbs 60%-80% of front-line staff time. SARA is able to be directly integrated with case management systems to keep track of client communication in one place.Radicle is wholly-owned and backed by Alpine SG, a leading private equity investor in the SaaS space.WHO WILL SUCCEED AT THIS JOB:
  • A mission-oriented SaaS employee- Someone who is passionate about helping human services organizations accelerate their mission with great technology
  • A scrappy, entrepreneurial thinker- Someone who thrives working in a small, driven team and loves the feeling of wearing multiple hats to make a big impact
  • A grower- Someone who sees the opportunity to help customers in new ways, including introducing them to new products and features
  • A customer champion- Someone who believes that customers are the heart of every organization and is passionate to be the voice of the customer. An expert at measuring and understanding how happy customers drive business and social impact
  • A process-oriented thinker- Someone who is excellent at thinking about how something should work and how to explain that thing to other people. Someone who loves owning and updating documentation
What You Will Do
  • Be responsible for customer satisfaction and NPS for a small caseload of large enterprise accounts annual (revenue of $500k+)
  • Manage new customer implementations, including system setup,configuration and training. Facilitates pass-off to other customer success representatives
  • Mentor junior team members and provides feedback
  • Identify client needs to provide them with the feature/product functionality to meet their rollout goals and increase their social impact
  • Assess opportunities for process improvements across onboarding/implementation and ongoing relationship management. Document processes and improvements.
YOU SHOULD HAVE
  • 3+ years working in a SaaS company
  • 2-3 years as a customer success rep for large, SaaS enterprise accounts
  • 2-3 years of experience managing new software implementations with complex system configurations
  • Experience managing annual recurring revenue of $500k+, with net revenue retention of 105%
  • Mentorship or formal management experience for junior staff
  • Background in a metrics oriented customer experience team
  • Proficiency with ZenDesk or other support ticketing systems
  • Agile (ex. Scrum Master, Certified Scrum Product Owner) or project management certifications an asset
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