Customer Success Specialist
Looking for a remote opportunity where your communication, problem-solving and relationship-building skills can make a real difference? Radicle Health is looking for a Customer Success Specialist to help customers get more value from technology that supports important human services.
Customer Success Specialist at Radicle Health
Radicle Health is a collection of human services software products designed to foster collaboration and innovation, helping organizations better serve their communities.
The company believes technology plays an important role in the success of the human services sector. However, no single system can meet the diverse needs of every agency.
That is why Radicle Health has brought together mission-driven software products under one roof. Its teams share ideas, learn from one another, test solutions faster and work towards a common goal: helping organizations deliver essential services to the people who need them.
At Radicle Health, you will work alongside people who care about the company's mission, its customers and one another. Employees are encouraged to bring their authentic selves to work, celebrate achievements and take ownership of their contributions.
The company also places importance on professional growth, recognising that when employees grow, the organisation grows with them.
When applying for customer success roles, demonstrate how you communicate with people, solve problems and build lasting relationships. These skills can be just as valuable as previous job titles.
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What Does a Customer Success Specialist Do?
The Customer Success Specialist will help maintain customer satisfaction and retention across a shared portfolio of customers.
Rather than focusing exclusively on individual customer interactions, this role involves delivering value through scalable engagement strategies that empower customers to achieve success independently.
You will work closely with different departments to respond to customer inquiries, resolve challenges, recommend solutions and ensure customers get the best possible experience from Radicle Health's products.
As a Customer Success Specialist, you will support a broad portfolio of customers through timely assistance, product guidance and proactive engagement.
The position is particularly suited to someone who enjoys helping people, understanding customer needs, explaining technology and finding practical ways to improve the customer experience.
You don't always need years of experience to demonstrate customer success potential. Highlight examples from internships, volunteering, school projects or previous customer-facing responsibilities where you helped someone solve a problem.
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FOLLOW WHATSAPP CHANNEL →Key Responsibilities
The successful candidate will be responsible for supporting customers, improving product adoption and helping maintain strong customer relationships.
- Manage the overall success and retention of a shared portfolio of customer accounts by developing and improving processes for engaging customers through one-to-many communications.
- Serve as a primary point of contact for customers when critical situations arise, ensuring their concerns are addressed appropriately.
- Develop strong product knowledge to address customer needs by explaining system functionality or referring customers to internal subject matter experts.
- Collaborate with other team members to investigate customer inquiries, solve problems and develop effective strategies.
- Take a consultative approach to helping customers overcome challenges, achieve their goals and make better use of available system features.
- Inform customers about new product functionality and recommend best practices that encourage feature adoption.
- Maintain accurate records of customer status, requirements, activities, communications and organisational changes using Salesforce or other CRM tools.
- Support business growth and profitability by maximising product value, recommending additional services and modules, and offering relevant training and consultation.
- Attend promotional activities and industry-related conferences when required.
Avoid simply writing "Handled customer inquiries" on your CV. Explain what you achieved. For example: "Responded to customer questions, resolved service issues and improved customer satisfaction through timely communication."
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Qualifications and Requirements
Radicle Health is looking for someone with strong communication skills, a willingness to learn and an interest in helping customers succeed.
The following qualifications and skills are expected:
- 0–3 years of experience, preferably in a customer-facing position or Customer Success role.
- Experience with Salesforce, ChurnZero or other customer relationship management (CRM) platforms.
- Previous customer service experience.
- Strong written and verbal communication skills.
- Excellent problem-solving and analytical abilities.
- Good task management and project management skills or experience.
- Familiarity with Electronic Health Record (EHR) software and the social services sector is an added advantage.
The experience requirement is 0–3 years, so don't automatically disqualify yourself because you are early in your career. If you have relevant customer service experience, communication skills and a willingness to learn, consider submitting an application.
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Most remote, hybrid and on-site jobs posted are based in Nigeria, with a few international roles.
FOLLOW OUR WHATSAPP CHANNEL →Key Performance Metrics
Success in this position will be measured through customer satisfaction, retention and the overall value customers receive from Radicle Health's products.
- cNPS/CSAT: Customer satisfaction and the likelihood of customers recommending the company's products.
- Customer Churn Rate: The percentage of customers who stop using the company's services over a given period.
- Net Revenue Retention (NRR): A measure of how well the business retains and grows revenue from existing customers.
Learn the basics of customer satisfaction, customer retention, churn and customer lifetime value before your interview. Understanding these terms will help you explain how your work can contribute to business growth.
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Remember that most remote, hybrid and on-site opportunities posted are based in Nigeria, with a few international roles.
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A Day in the Life of a Customer Success Specialist
This role combines customer communication, problem-solving, product education and business development. Here is what the day-to-day responsibilities may involve.
1. Customer Relationships
Respond to customer inquiries and work with customers to maintain satisfaction. You will act as a liaison between customers and Radicle Health teams by communicating concerns, coordinating assistance and helping customers get the support they need.
2. Customer Meetings
Respond to incoming requests and arrange customer meetings to discuss system usage, gather feedback, recommend additional features and workflows, and troubleshoot any challenges customers experience.
3. Contract Discussions
Participate in customer discussions about adding additional programmes, organisations or modules to their existing systems.
You may also prepare proposals, coordinate customer signatures, document contract updates in Salesforce or other CRM platforms, and manage renewal processes for customers whose contracts do not automatically renew.
4. Add-ons and Upselling
Work with customers to understand whether they are using the system effectively. Where additional features or functionality could improve their experience, explain the available purchasing options.
5. Customer Training
Provide customers with additional basic training when needed. You will also collaborate with the training team to assess and price requests for more specialised training.
6. Customer Churn Management
Handle customer termination requests and gather feedback from customers considering alternative software solutions.
Where possible, identify what the company can do to retain the customer. When a customer decides to leave, process the termination and accurately document the relevant information in Salesforce or another CRM platform.
7. Customer Workflows
Monitor and adjust customer segmentation, assign customer journeys and playbooks, and recommend improvements to automated workflows using information gathered from customer interactions.
You will also carry out relevant workflow actions, update CRM records and support initiatives aimed at reducing churn risks and improving customer satisfaction scores.
If you have used tools such as Salesforce, HubSpot, Zendesk or similar customer management platforms, make sure you mention them clearly in your CV. Include what you actually used them for, rather than simply listing software names.
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Most remote, hybrid and on-site jobs we publish are based in Nigeria, although a few international opportunities are also shared.
FOLLOW GABBYWALL CHANNEL →What Radicle Health Offers
Radicle Health provides a range of employee benefits designed to support professional growth, personal well-being and work-life balance.
- Unlimited PTO policy.
- Competitive medical, dental and vision healthcare coverage.
- 401(k) matching.
- Paid holidays.
- Volunteer time off.
- Paid parental leave.
- Remote work stipend.
Salary ranges depend on several factors, including qualifications, experience and geographic location. More information about the salary range applicable to your working location and other relevant factors will be provided during the hiring process.
During the application process, make sure your location, experience and salary expectations are accurately represented. The published compensation range is not necessarily the final amount offered to every applicant.
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Important: Most remote, hybrid and on-site jobs posted are based in Nigeria, with a few international roles.
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GabbyWall does not employ candidates or directly give out jobs. We share job opportunities from available sources to make them easier for job seekers to discover. Applicants are encouraged to verify job details and submit applications through the official employer application channels.
More Jobs You May Be Interested In
Still exploring your next career move? Don't stop at one opportunity. GabbyWall shares vacancies across customer support, customer success, administration, remote work, technology and other professional fields.
Job searching takes patience. You may not get a response from every company you apply to, but every well-prepared application is another opportunity to move closer to your goal. Keep improving your CV, learning useful skills and applying consistently.
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Please remember that most remote, hybrid and on-site opportunities posted are based in Nigeria, with a few international roles.
FOLLOW WHATSAPP CHANNEL →Ready to Apply for This Opportunity?
If this position matches your skills, interests and career goals, take the next step and submit your application through Radicle Health's official recruitment portal.
Review your CV, check your application details and make sure your experience and skills are clearly presented before submitting.
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