Customer Success Manager

Responsibilities

• Onboarding & Implementation:
  Run discovery, success planning, configuration, data/setup, and training; reduce time-to-first value and ensure on‑time go‑live.
• Adoption & Outcomes:
  Drive usage across our feature set; lead QBRs/EBRs with actionable insights.
• Renewals & Expansion:
  Own health, forecast risk, execute playbooks, and identify expansion opportunities in partnership with Sales.
• Voice of Customer:
  Capture feedback for Product/Engineering; participate in betas; write crisp tickets and validate fixes.
• Enablement:
  Create short trainings and guides that scale self‑serve success.
• Operational Excellence:
  Maintain clean CRM/CS tooling, notes, and success plans; report accurately on renewals and expansion.
• Travel:
  This position is remote, but in‑state and occasional out‑of‑state travel to customers is required up to 25%.
• State of Oregon residency is required.
• Due to contract restrictions, employment eligibility may be contingent upon U.S. citizenship.

• 3‑5 years in Customer Success, Account Management, Support, or Sales at a SaaS or tech company required.
• Outstanding communication (clear writing & confident facilitation for trainings).
• Analytical/problem‑solving mindset; comfortable with dashboards; strong attention to detail and documentation.
• Tools:
  Previous experience with CRM (Salesforce/Hub Spot), Microsoft Office.
• Mission alignment:
  Empathy for justice‑involved and treatment populations; bias toward evidence‑based practices.

Reconnect is a Public Benefit Corporation serving justice and behavioral health programs. Our two‑sided platform—Reconnect Manager (for agencies) and Reconnect Community (for participants)—helps programs improve outcomes through secure communication, check‑ins, testing workflows, reminders, and data‑driven accountability. We are fast‑moving, collaborative, and mission‑driven.

Reconnect is an equal opportunity employer committed to inclusion and accessibility.

Mid‑Senior level

Full‑time

Public Safety