Customer Success Manager - RethinkBH

Rethink is the leading global provider of online research-based resources to support individuals with developmental disabilities. Our behavioral health platform (RethinkBH.com) provides clinical tools, staff training, and practice management for private ABA service providers.

About the role

The Customer Success Manager is responsible for customer retention and account growth with small and mid-sized behavioral health practices focused on the delivery of Applied Behavior Analysis (ABA) treatment to individuals with autism. The selected candidate will provide high-touch service to customers to ensure that Rethink products/services are meeting their needs and to identify upsell/cross-sell opportunities. The ideal candidate will have experience as an ABA tutor/therapist and be very comfortable learning new technologies to conduct online demonstrations with customers.

Responsibilities

• Meet and proactively drive to exceed quarterly and annual revenue targets
• Identify account growth opportunities within an existing set of customers, working closely with practice owners to showcase how the Rethink solution can support clinical and business needs
• Drive to close upsell/cross-sell opportunities by demonstrating understanding of current and long-term customer needs, proposing appropriate solutions, and consistently moving the customer toward commitment
• Develop and maintain an exceptional knowledge of Rethink’s behavioral health solution
• Oversee account metrics to anticipate customer issues and concerns
• Resolve customer issues in an efficient and practical manner
• Serve as a customer advocate internally to ensure support tickets are being addressed quickly
• Collaborate with the product team on identifying future product development priorities to drive account growth
• Manage customer satisfaction surveys and responses
• Complete and submit required reports such as forecasts, activity reports, and expense reports on a timely basis
• Enter and maintain data accurately into Salesforce.com including meetings, contacts, updates, and forecasts
• Use GoToMeeting to conduct effective online meetings
• Attend regional conferences (approximately six per year) to represent the company at booths, present case studies at events, and meet with current customers

Requirements

• Bachelor's degree in psychology, education, or related field
• Must be comfortable working with technology and fluent in Microsoft Office
• Experience with special education/autism/ABA highly preferred
• Experience working with a SaaS (software) company highly preferred

Skills

• Track record of exceeding quota or showing significant annual year-over-year growth
• Experience in behavioral health or special education is preferred
• Excellent verbal and written communication skills
• Strong customer relationship management skills
• Ability to position Rethink solutions and communicate key messages to practice owners and key decision makers
• Self-motivated individual who thrives on doing a job well and has the initiative and drive to excel
• Ability to effectively prioritize, organize, and perform a variety of concurrent tasks
• Proficiency with Microsoft Excel, Word, and PowerPoint applications
• Experience using Salesforce.com is desirable

Benefits

• Generous health, dental & vision benefits package
• Paid time off
• 7 paid company holidays + 1 floating holiday
• 401k + matching
• Parental leave
• Professional development assistance

Remote opportunities are only available to candidates who reside in the following states: AL, AZ, CT, FL, GA, IL, IN, KY, LA, MA, MD, MI, MO, NC, NH, NJ, NV, OH, PA, TX, VA, WA, WI.