Senior Customer Experience Manager

About Radicle Health

Who we are:

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. Sara, our newest product, helps bridge a the connection gap in human services by offering a digital assistant software that allows case managers to shift their focus from administration to client outcomes by automating communication and compliance. This new company will serve a fast growing subsector of the human services market with exciting and impactful technology products and services.

Radicle is wholly-owned and backed by Alpine SG, a leading private equity investor in the SaaS space.

:

SaraWorks is looking for a Customer Experience Manager to lead our customer experience team. This person will be responsible for all aspects of customer relationships and lead a team of customer success and support specialists. We are looking for someone who LOVES working with customers, creating metrics-driven processes and nurturing a team.

This position offers extensive development opportunities for a candidate that shows the willingness and hunger to expand their skillset. An ideal candidate is someone who has worked in a metrics-oriented customer environment and is looking to apply their skills to make a bigger social impact.

Responsibilities:

• Leading new customer implementations and providing strategic account support for large accounts
• Net revenue retention of 100%+ for the all customers
• Proactive customer management, including tracking customer ROI and health scores
• Defining and tracking metrics for customer support and success teams, managing team performance
• Achieve a 90+% customer satisfaction and NPS of 60+ for customers across the organization
• Developing departmental processes and owning all customer-facing documentation

Experience:

• 2-3 years of managerial experience of a customer experience team (including success and support)
• 2-3 years managing customer implementations (including testing and production environment setup) for a highly configurable software
• Experience developing, documenting and managing processes
• 3-5 years of individual contributor experience in a customer success and/or technical support role
• Proactive, metrics based approach to managing customer experience

Other Information:

• Salary: The target base salary range for this position is ($90,000 - $110,000), and is part of a competitive total rewards package including an annual bonus, employer-paid benefits, and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.
• Benefits: 401k matching, medical, dental and vision healthcare coverage, unlimited PTO, paid parental leave
• Location: Fully Remote

All qualified applicants will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, age, disability or marital status.