• Own customer retention by identifying churn risk and driving strategic intervention plans. • Guide and support customers through proficiency and adoption of each product. • Engage directly with customers to strengthen relationships and address concerns. • Lead structured “get well” plans for at-risk accounts. • Monitor customer health, usage trends, and critical metrics. • Navigate challenging conversations with customers. • Ensure customers are receiving maximum value through consultative conversations. • Advocate for customers by surfacing feedback and trends. • Identify opportunities to expand accounts through thoughtful upsell and cross-sell motions. • Partner with cross-functional teams for seamless handoffs. • Maintain accurate records and leverage internal tools.

Rethink is the leading global provider of online research-based resources to support individuals with developmental disabilities. Our behavioral health platform (http://RethinkBH.com) provides clinical tools, staff training and practice management for private ABA service providers. Due to autism insurance mandates sweeping the nation, our behavioral health division is experiencing unprecedented growth. Rethink Behavioral Health (a subsidiary of Rethink First) is in the digital wellbeing training in the workplace. Rethink Behavioral Health provides cloud-based treatment tools, training, and clinical support for individuals with developmental disabilities and their caregivers.  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 medical billing/Operations professional and be very comfortable learning new technologies to conduct online demonstrations with customers. Job Duties: - Meet and proactively drive to exceed quarterly and annual retention targets. - Identify account growth opportunities within an existing set of Billing customers, working closely with practice owners to showcase how the Rethink solution can support clinical and business needs. - Develop and maintain an exceptional knowledge of Rethink’s behavioral health solution and RCM services. - Oversee account metrics to anticipate customer issues and concerns. - Drive to close upsell/cross-sell opportunities by demonstrating understanding of current and long-term customer needs, proposing appropriate solutions to address identified customer needs, and consistently moving the customer toward commitment. - Resolve customer issues in an efficient, timely, and practical manner. - Serve as a customer advocate internally to ensure support tickets are being addressed quickly. - Collaborate with the Revenue Cycle Management team to provide customer updates and to address customer concerns. - 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 Teams to conduct effective online meetings. Characteristics: - Track record of exceeding quota or showing significant annual year over year growth. - Experience in behavioral health and ABA medical billing - 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 utilizing electronic medical billing platforms. - Experience using Salesforce.com and Gainsight are desirable. Requirements: - Bachelor's degree in psychology, education, business or related field - Must be comfortable working with technology and fluent in Microsoft Office - Experience with autism/ABA/ABA billing - Experience working with a SaaS (software) company highly preferred Location: Remote opportunities are available to candidates who reside in the following states: AL, AZ, CT, FL, GA, HI, IL, IN, KY, LA, MD, MA, MI, MN, MO, NC, NE, NH, NJ, NV, OH, OR, PA, RI, TN, TX, VA, WA, WI Our commitment to an inclusive workplace RethinkFirst is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. Accommodations are available for applicants with disabilities. JazzHR Privacy Policy JazzHR Terms of Use California Privacy Notice #remote

• Own end-to-end execution of CRM campaigns and always-on lifecycle journeys across Email, SMS, Push, and App • Manage and support CRM Associates by assigning work, setting priorities, reviewing builds, and providing coaching and feedback • Own final QA oversight and launch approval for CRM campaigns and journeys, ensuring accuracy across targeting, content, timing, and tracking • Serve as the primary day-to-day CRM partner for Design and Coding teams, managing briefs, feedback, feasibility, and execution to ensure launches are production-ready and on time • Define and maintain clear timelines, briefs, and execution standards for CRM initiatives • Lead A/B testing and optimization efforts to improve engagement, conversion, and retention performance • Analyze campaign and journey performance and share insights and recommendations with stakeholders • Maintain CRM documentation, QA checklists, and best practices to support scalable execution

• Atuar como ponto de contato principal para os clientes, oferecendo suporte contínuo e garantindo uma experiência positiva • Desenvolver e manter relacionamentos de longo prazo com os alunos, compreendendo suas necessidades e objetivos • Monitorar a saúde do aluno através de métricas e KPIs, identificando e mitigando riscos de churn • Propor e implementar estratégias de sucesso do cliente, incluindo planos de ação personalizados • Conduzir reuniões regulares com os alunos para revisar seu progresso e alinhar expectativas • Colaborar com equipes internas, como Vendas, Marketing e Produto, para garantir uma entrega coesa e alinhada • Treinar e educar os alunos sobre as melhores práticas e novos recursos dos produtos e serviços • Coletar e analisar feedback dos alunos para contribuir na melhoria contínua dos produtos e processos internos • Manter-se atualizado sobre tendências do setor e compartilhar insights com o time e os alunos • Zelar pela experiência do aluno para que o NPS e o engajamento se mantenham alto • Documentar e relatar feedbacks dos alunos para as equipes relevantes, a fim de impulsionar melhorias contínuas em nossos produtos • Colaborar com outras equipes internas para garantir uma transição perfeita entre o processo de vendas e o onboarding do aluno.