Senior Customer Succes Manager

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. Radicle Health is backed by Alpine Software Group (ASG), a leading private equity investor in vertical SaaS businesses.

The Senior Customer Success Manager will manage key customer accounts, drive product adoption, and support long-term retention. This role involves building strong relationships, ensuring customer satisfaction, and identifying growth opportunities. The ideal candidate understands mid-market or enterprise client needs and excels at scaling adoption and revenue.

Responsibilities

• Serve as the primary point of contact for mid-market accounts, conducting regular check-ins, gathering feedback, and advocating for customer needs in internal initiatives.
• Educate customers on best practices and new features, monitoring engagement and providing recommendations to maximize product value.
• Deliver customized training sessions and proactively address customer inquiries, escalating complex issues as needed.
• Maintain portfolio health by tracking satisfaction scores, monitoring usage trends, and following up on concerns.
• Identify upsell and renewal opportunities, managing the renewal process and tailoring proposals to client needs.
• Track and report on customer performance, leveraging tools like Salesforce, Zendesk, and ChurnZero to provide insights and updates to leadership.

Qualifications

• 2–3 years of experience in Customer Success, Account Management, or a similar role, preferably with mid-market or enterprise clients.
• Experience managing multiple projects; PM certification is a plus.
• Strong presentation and public speaking skills for training delivery.
• Proficiency with Salesforce, Zendesk, and ChurnZero.
• Ability to explain technical solutions, analyze data, and create reports.
• Experience managing a sales pipeline and meeting revenue goals.
• Excellent problem-solving, communication, and relationship management skills.

Other Information:

• Compensation: $85,000-$100,000 CAD
• Location: Remote
• Benefits: 401k matching, medical, dental and vision healthcare coverage, unlimited PTO, paid holidays, volunteer time off, paid parental leave, etc.