About this role.
CentralReach is hiring a Level 1 Customer Success Lead to manage customer relationships, improve product adoption, and support retention and growth across an assigned portfolio. The role acts as a trusted advisor, coordinating with Account Management, Professional Services, Product, and Support while representing customer feedback internally. Core performance measures include customer health, NPS, engagement, risk identification, and expansion opportunities. Candidates need at least one year of client-facing experience, strong conflict-resolution and communication skills, and the ability to prioritize independently in a fast-paced healthcare-software environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first review available usage data, prior interactions, stated goals, and any support history to identify likely barriers. I would then reconnect with the relevant stakeholders, validate their desired outcomes, and create a focused action plan using appropriate training, best-practice guidance, and follow-up milestones. I would document progress and escalate product or service issues internally when needed.
I would acknowledge the impact and listen carefully to ensure I understand both the issue and the customer’s business risk. I would provide a clear summary of next steps, coordinate with the responsible internal teams, establish realistic update expectations, and maintain ownership of communication until the customer has a resolution or a transparent path forward.
I prioritize based on customer risk, business impact, urgency, contractual or operational deadlines, and the potential effect on adoption or retention. I use a structured task list and customer-health indicators to identify high-impact work, communicate timelines early, and adjust priorities when critical issues emerge.
I would monitor customer health scores, product usage and adoption trends, NPS or satisfaction feedback, engagement with success activities, support trends, renewal risk indicators, and progress toward agreed customer outcomes. I would use these metrics alongside qualitative stakeholder feedback rather than relying on one number alone.
I would confirm that the customer is achieving value with its current solution and identify unmet needs through conversations, usage patterns, and business objectives. I would share relevant context with the Account Manager, align on messaging and roles, and ensure any proposed expansion is positioned as a solution to a genuine customer need rather than simply a sales motion.
CentralReach 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 a Customer Success Lead (CSL), you will be responsible for building relationships and strengthening overall product adoption and engagement with our customers. You’ll work closely with key stakeholders to understand their business objectives, acting as their trusted advisor in using CentralReach effectively toward their desired outcomes. As an advocate for your portfolio of customers, you’ll liaise between our customers and our internal organization, ensuring that needs and/or requirements considered critical to the success of these customers are communicated and managed.
As a Level 1 CSL, you’ll focus on developing and mastering foundational skills. This initial level requires that you have demonstrated a deep understanding of relationship building, conflict resolution capabilities, and can work collaboratively both internally and externally.
Through proficiency in targeted key accountability areas, you’ll not only excel as a Level 1 but also pave the way for future career growth along clear pathways for advancement.
Location & Interview Process
We prefer candidates who can work in a hybrid capacity from one of our corporate offices in Holmdel, New Jersey or Fort Lauderdale, Florida. However, we will consider remote candidates located in other U.S. states for the right individual.
As part of our hiring and security protocols, candidates hired into fully remote roles are required to participate in an in-person interview or face-to-face meeting prior to their first day of employment.
Key Accountabilities:
- Maintain a positive client health score and NPS.
- Manage relationships throughout various customer lifecycles and stages.
- Proactively engage with assigned book of business, aligning recurring activities with associated playbooks.
- Consistently meet established Customer Engagement and Growth KPI’s.
- Influence and drive customers towards 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.
- Partner closely with Account Managers to drive expansion opportunities via cross-sell and upsells.
- Foster close partnerships cross-functionally with teams such as Professional Services, Product, and Support to ensure timely addressing of customer concerns and initiatives.
- 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.
Desired Skills and Experience:
- An understanding of Customer Success and CS metrics.
- An ability to build positive relationships internally and externally.
- Ability to work well with others and collaborate effectively.
- Strong customer relationship building skills.
- Strong organizational skills.
- High degree of conflict resolution.
- Strong project management skills.
- Clear and effective communication, negotiation, and presentation skills.
- Ability to be empathetic, but assertive at the same time.
- Ability to work in a fast-paced, team environment with a high sense of urgency.
- Ability to independently prioritize work and shift priorities as needed to meet deadlines.
- Self-motivated with a sharp analytical mindset, capable of insightful problem-solving.
- Quick learner.
- Ability to stay composed in tough situations, maintaining professionalism throughout.
- Enthusiastic about professional growth.
- College degree and/or relevant client facing experience.
- 1+ years previous experience in a client facing role such as: Customer Support, Customer Success, Account Management, Onboarding, Professional Services, Clinic Director, Ops Manager, Client Services Coordinator, Client Relations Manager, etc.
Additional Preferred Experience (considered a plus):
- Previous experience with CentralReach or other EMR/EHR systems.
- Knowledge of healthcare compliance and HIPAA.
- Experience in the healthcare industry.
- Familiarity with ABA or certified as an RBT or BCBA.
- Familiarity with key tools such as: Salesforce, Microsoft Outlook Suite, etc.
#LI-Hybrid
Base Salary Range
$65,000—$80,000 USD
Backed by Roper Technologies, Inc. (Nasdaq: ROP), CentralReach is entering an exciting phase of growth, innovation, and scale.
Recognized as one of the best places to work over 10 times by organizations such as Inc, Built In, and NJBIZ, our culture is centered around impact, inclusion, and flexibility. As a hybrid company with collaborative offices in Ft. Lauderdale, FL; Holmdel, NJ; and Verona, Italy, we foster a workplace where top talent can thrive and make a real difference in the lives of those we serve.
We offer competitive compensation, comprehensive health benefits, generous PTO, 401(k) matching, and paid parental leave to our full-time employees. Our team members also enjoy hybrid work schedules, career development support, wellness programs, and opportunities to give back through CR Cares™, our community engagement initiative.
Be part of a market leader driving the future of care. Explore opportunities at centralreach.com/careers.
Protecting your information is important to us. Please take a moment to review our Notice of Privacy Practices for Job Applicants. Applicant-Privacy-Notice-110725 to understand how we collect, use, store, and protect your personal information during the recruitment process.
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