What are the responsibilities and job description for the Customer Success Manager - Welina Data Collection position at AlohaABA?
About AlohaABA: AlohaABA is dedicated to building technology that streamlines day-to-day operations for our customers, enabling them to provide better quality care to their patients. Welina, our data collection software, is a critical part of that mission.
About the role: As the Welina Data Collection CSM, you will be responsible for developing a basic understanding of our AlohaABA practice management software while becoming an expert in our Welina data collection platform and how the two systems work together. You’ll work face-to-face with founders, developers, and managers from other departments, supporting our customers through training, onboarding, and long-term adoption of Welina.
This role will report directly to the CSM Director. We are a small and growing team, so your responsibilities will evolve rapidly as we scale.
What you’ll do:
· Build trust and create meaningful relationships with key stakeholders while onboarding new customers.
· Work directly with our Customer Support Team and help to manage and guide support tickets.
· Be a guru of Welina (and have a working knowledge of AlohaABA).
· Create and update our help center materials.
· Test and report bugs to the product team.
· Identify product improvements or new features by staying current on customer needs, industry trends, and market activities.
What you have:
· Active BCBA certification in good standing (required).
· Strong clinical skills and the ability to understand electronic data collection systems.
· A proven ability to assess customer needs with clinical data and teach customers how to configure the system to meet those needs.
· Experience in a customer-facing role and a genuine love of helping people succeed.
· Meticulous organizational skills and attention to detail.
· Experience using CRMs, support, and/or other communication tools.
· At least 2 years of professional experience in Customer Success (SaaS experience preferred).
· Strong empathy AND passion for building relationships.
Benefits:
· Health/dental/vision insurance
· 401k
· Annual Bonuses
· Flexible workplace
· Professional development stipend