Role Overview
- Onboarding & Implementation: Run discovery, success planning, configuration, data/setup, and training; reduce time-to-first value and ensure on-time go-live.
- Adoption & Outcomes: Drive usage across our feature set; lead QBRs/EBRs with actionable insights.
- Renewals & Expansion: Own health, forecast risk, execute playbooks, and identify expansion opportunities in partnership with Sales.
- Voice of Customer: Capture feedback for Product/Engineering; participate in betas; write crisp tickets and validate fixes.
- Enablement: Create short trainings and guides that scale self-serve success.
- Operational Excellence: Maintain clean CRM/CS tooling, notes, and success plans; report accurately on renewals and expansion.
- Travel: This position is remote, but in-state and occasional out-of-state travel to customers is required up to 25%.
- State of Oregon residency is required.
- Due to contract restrictions, employment eligibility may be contingent upon U.S. citizenship
Experience:
- 3-5 years in Customer Success, Account Management, Support, or Sales at a SaaS or tech company required
- Outstanding communication (clear writing & confident facilitation for trainings)
- Analytical/problem-solving mindset; comfortable with dashboards; strong attention to detail and documentation
- Tools: Previous experience with CRM (Salesforce/HubSpot), Microsoft Office
- Mission alignment: Empathy for justice-involved and treatment populations; bias toward evidence-based practices.
Company Description
Reconnect is a Public Benefit Corporation serving justice and behavioral health programs. Our two-sided platform—Reconnect Manager (for agencies) and Reconnect Community (for participants)—helps programs improve outcomes through secure communication, check-ins, testing workflows, reminders, and data-driven accountability. We are fast-moving, collaborative, and mission-driven.
Reconnect is an equal opportunity employer committed to inclusion and accessibility.
