Customer Success Partner

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Take proactive charge of a diverse caseload of clients from various organizational sizes.

• Ensure the long-term success of customers using the platform, focusing on client expansion and the adoption of new features.

• Conduct meetings with customers for re-engagement, additional training, support, and feature adoption as necessary.

• Assist in the creation and maintenance of resources aimed at fostering customer growth and engagement.

• Provide training and resources both internally and externally on best practices, under-utilized features, and new functionalities.

• Lead discussions around churn: identify the problem, attempt retention strategies, and guide offboarding when required.

• Recognize and highlight expansion opportunities (add-on products) through ongoing customer relationships.

• Collaborate with the Customer Support team to address underlying training issues related to tickets, offering platform utilization training. Assist with escalated “clinical support needed” tickets as necessary.

• Contribute to ongoing training initiatives for large and enterprise clients.

• Partner with the CS Director and team on additional projects as needed to advance the goals and objectives of the Customer Success team.

• Utilize Pinpoint to respond to role-specific application inquiries.

⛳️ Requirements

• Demonstrated experience in the ABA field.

• Hi Rasmus experience is advantageous but not mandatory.

• Prior experience in a customer-facing position, such as customer success, software training, or implementation.

• Experience with documentation and tracking, ideally in a CRM like Hubspot.

• Background in training individuals on software or other technological tools.

• Exceptional verbal and written communication abilities along with strong interpersonal skills.

• Proven problem-solving, troubleshooting, and analytical capabilities.

• Highly organized, detail-oriented, and capable of multitasking in a dynamic environment.

• Ability to work both independently and collaboratively in a remote, virtual setting.

• Flourishes in a culture that values feedback and continuous improvement.

• Flexible availability within North American time zones.

🏝️ Benefits

• 100% coverage for health, dental, and vision premiums for the employee-only standard plan (family members can join at a variable cost).

• Employer-sponsored short-term disability coverage.

• Employer-sponsored life insurance.

• Optional group benefits: AD&D and long-term disability.

• Participation in a 401k plan through Empower.

• Opportunities for professional development.

• Potential for growth within the organization.

• Paid Time Off: 10 vacation days, 5 sick days, 7 paid holidays, plus 3 floating holidays for maximum flexibility.

• All parents/caregivers: 6 weeks fully paid leave.

• Birthing parents: Up to 14 weeks paid leave.

• Fully remote and flexible working conditions—work from wherever suits you best!

• Opportunity to make a significant impact in the autism healthcare sector.

• Accommodations available during the application process.