Job Description

Job Title: Customer Success Manager

Company Description

ABA Schedules is transforming the ABA industry by streamlining the scheduling process through a cutting-edge algorithm that optimizes client hours. We specialize in managing key variables such as availabilities, insurances, supervision hours, and recommended hours to create an efficient and seamless scheduling system. By bringing innovation to ABA scheduling, we help clinics and practitioners maximize efficiency and focus on what truly matters: delivering high-quality care.

Key Responsibilities

• Customer Onboarding & Implementation
• Guide new ABA clients through our implementation process, ensuring a smooth transition and rapid adoption of our scheduling platform.
• Lead product training sessions and develop support materials (such as videos, guides, and FAQs) to help new users become confident with the software.
• Relationship Building & Retention
• Serve as the primary point of contact for assigned customer accounts, cultivating trusting, long-term relationships.
• Monitor customer health and proactively address any at-risk customers by identifying their challenges and crafting targeted engagement plans.
• Platform Expertise & Support
• Maintain comprehensive knowledge of our platform’s features, optimizing ABA workflows by sharing best practices and troubleshooting common issues.
• Partner with technical support to ensure timely resolution of escalated concerns.
• Customer Engagement & Growth
• Analyze usage data, customer feedback, and industry trends to spot opportunities for product enhancements or upsells.
• Collaborate with marketing and sales teams to devise targeted strategies that boost customer satisfaction and increase platform adoption.
• Collaboration & Process Improvement
• Work closely with sales, marketing, and product development teams to foster a holistic customer experience.
• Contribute to continuous improvement of customer success methodologies and resources tailored to the ABA field.

Qualifications

Education & Experience

• Bachelor’s degree preferred, or equivalent work experience.
• Experience in the ABA field is required—demonstrated understanding of ABA workflows, terminology, and industry challenges.

Skills & Competencies

• Excellent verbal, written, and presentation abilities, with a knack for simplifying complex concepts.
• Proven problem-solving capabilities, focusing on personalized solutions for clients.
• Outstanding organizational and project management skills, adept at prioritizing multiple deadlines.
• Familiarity with CRM and customer success tools (e.g., Salesforce, Gainsight, HubSpot) is advantageous.

Personal Attributes

• Self-motivated, driven by a passion for customer satisfaction and success.
• Empathetic and dedicated to positively impacting clinicians and clients in the ABA community.
• Collaborative mindset with a desire to work cross-functionally to achieve shared goals.

Benefits & Perks

• Competitive salary
• Comprehensive health, dental, and vision coverage.
• Generous paid time off and holiday schedule.
• Opportunities for professional growth in a mission-driven, high-impact environment.
• A supportive, team-oriented culture that values your contributions and insights.

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