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. Radicle Apps is a division of Radicle Health that provides our platform companies with software and services that supercharges their functionality and eases the administrative burden of their customers

SARA, our newest Radicle Apps product, is a digital assistant that does most of the work a human assistant can do in terms of client follow-up, data entry and documentation- something that absorbs 60%-80% of front-line staff time. SARA is able to be directly integrated with case management systems to keep track of client communication in one place.

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

Job Description:

Responsibilities:

• Be responsible for customer satisfaction and NPS for a designed caseload of large enterprise accounts (including national and state accounts)
• Bring the customer voice to all company projects, including product rollouts and company strategy
• Identify client needs to provide them with the feature/product functionality to meet their rollout goals and increase their social impact
• Owns the customer relationship from initial implementation through the life of the relationship.
• Identifies opportunities for process improvements across onboarding/implementation and ongoing relationship management
• Own product and customer documentation, including internal processes and training outlines. Advise technical support manager on user manual/video updates needed to support customer success activities, including assisting with updating guides as needed

Experience:

• 5+ years working in a SaaS company
• 2-3 years as a customer success rep for large, SaaS enterprise accounts
• Demonstrated history at managing portfolio revenue retention of over 105%
• Experience leveraging data from CSAT surveys, technical support platforms and CRM features to calculate client health scores
• Proficiency with ZenDesk or other support ticketing systems
• Working knowledge of Atlassian suite an asset
• Agile (ex. Scrum Master, Certified Scrum Product Owner) or project management certifications an asset

Attributes:

• A mission-oriented SaaS employee- Someone who is passionate about helping human services organizations accelerate their mission with great technology
• A scrappy, entrepreneurial thinker- Someone who thrives working in a small, driven team and loves the feeling of wearing multiple hats to make a big impact
• A grower- Someone who sees the opportunity to help customers in new ways, including introducing them to new products and features
• A customer champion- Someone who believes that customers are the heart of every organization and is passionate to be the voice of the customer. An expert at measuring and understanding how happy customers drive business and social impact
• A process-oriented thinker- Someone who is excellent at thinking about how something should work and how to explain that thing to other people. Someone who loves owning and updating documentation

Other Information:

• Location: Fully Remote
• Compensation: $60,000 plus bonus structure
• Benefits: 401k matching, medical, dental and vision healthcare coverage, unlimited PTO, paid parental leave

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

slvpmDwesA