Customer Success Lead

Central Reach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, we enable therapy providers, educators, and employers to scale the way they deliver ABA and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction.

As an Enterprise Customer Success Lead, you will serve as a strategic advisor to some of our most complex and high-impact customers, leveraging your deep Central Reach expertise, ABA industry knowledge, and Customer Success experience to drive adoption, utilization, and business outcomes. In addition to managing a full book of business, you will act as a trusted resource for both customers and colleagues, mentoring team members, promoting Customer Success best practices, and influencing team initiatives and key performance metrics.

The ideal candidate is a Central Reach expert with strong ABA industry knowledge and a proven track record of building successful customer relationships and driving business outcomes.

• Leverage deep knowledge of Central Reach workflows, configurations, and operational best practices to guide customers toward successful outcomes and increased platform adoption.
• Provide consultative guidance to ABA provider organizations by understanding their clinical, operational, and business objectives and aligning Central Reach solutions to support those goals.
• Maintain a positive client health score and NPS.
• Manage relationships throughout various customer life cycles and stages by serving as a trusted business advisor and establishing rapport with multiple levels in an organization (i.e., C-suite, administrators, etc.).
• Proactively engage with assigned book of business, aligning recurring activities with associated playbooks.
• Book of Business will include a mix of high-impact, growth-driven, and complex customers.
• Meetings will have set agendas.
• Develop and implement customer action plans for adoption and utilization of products.
• Influence and drive customers toward Best Practices, ensuring adoption and optimization across various parts of the system.
• Stay up to date with the latest features, product updates, and releases to ensure comprehensive knowledge and expertise are maintained to keep customers well informed.
• Consistently meet established Customer Engagement and Growth KPIs.
• Partner closely with Account Managers to drive expansion opportunities via cross-sell and upsell initiatives.
• Account for a high percentage of closed/won NPIs across the CSL team.
• Foster close partnerships cross-functionally with teams such as Professional Services, Product, and Support to ensure timely addressing of customer concerns and initiatives.
• Independently utilize de-escalation strategies and manage customer escalations with appropriate parties involved.
• Act as the voice of your customers to ensure that their concerns and feedback are heard.
• Maintain strong relationships and understanding of customers to identify risks early and activate associated playbooks.
• Prioritize and complete high-impact team assignments and initiatives as they are assigned.
• Train as or serve as a Subject Matter Expert (SME).
• Assist in mentoring Level I CSLs.
• Actively participate in team initiatives and task forces.

• Direct experience using Central Reach in an operational, administrative, clinical, implementation, or customer-facing capacity is strongly preferred.
• Strong knowledge of the ABA industry, including familiarity with provider workflows, clinical operations, and stakeholders such as BCBAs, Clinical Directors, Practice Managers, and Executive Leadership.
• Proven Customer Success, Account Management, Consulting, or customer-facing SaaS experience with a track record of driving customer adoption, retention, and growth.
• 2-3 years' experience as a Customer Success Lead.
• Ability to build positive relationships internally and externally.
• Ability to manage conflict resolution and mitigate customer risks.
• Strong project management skills.
• Strong communication and presentation skills.
• Ability to work…