Enterprise Customer Success Lead

ClinicMind Platform for Full-Cycle Patient Care

Customer Success Lead for enterprise healthcare clients ensuring satisfaction and account retention. Requires strong healthcare tech background and relationship management skills.

Posted 6/9/2026full-timeRemote • Texas • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

The ClinicMind Enterprise Customer Success Lead serves as the primary strategic partner and advocate for our enterprise healthcare clients.
This role is responsible for driving account retention, ensuring customer satisfaction, and fostering deep, trust-based relationships across a portfolio of large-scale healthcare organizations.
Own the end-to-end retention strategy for a portfolio of enterprise healthcare accounts, proactively identifying at-risk clients and developing action plans to address churn risk.
Build and maintain executive-level relationships with key stakeholders including customer C-suite, IT, and Revenue Cycle leaders.
Identify expansion and upsell opportunities within existing accounts.
Negotiate and support contract renewals in alignment with company objectives.
Serve as the voice of the customer to ClinicMind.
Monitor and analyze client health scores, product utilization metrics, and satisfaction indicators (NPS, CSAT) to drive continuous improvement.
Execute customer success plans for each account that aligns with customer goals with platform capabilities and measurable KPIs.
Conduct regular business reviews (QBRs) to assess progress against goals and demonstrate ROI.
Serve as the first point of escalation for customer questions, concerns, and complaints, ensuring timely, professional, and empathetic resolution.
Accurately log all customer-reported issues, incidents, and service disruptions in the company's CRM and project management software.
Maintain detailed records of issue history, resolution timelines, and follow-up actions for each account.
Ensure customers receive timely updates on open issues and that SLAs are consistently met or exceeded.
Capture, document, and advocate for customer-requested system enhancements, new features, and workflow improvements through the company's product feedback process.
Facilitate regularly scheduled cadence calls and meetings with assigned accounts, including weekly or bi-weekly operational check-ins and quarterly strategic reviews.
Travel to customer sites as needed to strengthen relationships, conduct in-depth workflow assessments, support go-live activations, or address critical escalations.

Requirements

What you’ll need

Bachelor of Arts (BA) required, Masters of Arts preferred, in a Healthcare-related concentration.
Other educational concentrations considered based on career experience.
Experience working with Healthcare-related technologies and services.
Ability to manage and retaining large enterprise accounts with complex, multi-stakeholder environments.
Strong understanding of healthcare operations, clinical workflows, and/or revenue cycle processes.
Excellent verbal and written communication skills with the ability to present confidently to executive audiences.
Experience with customer relationship management and project management software solutions.
Ability to travel when necessary.

Benefits

Comp & perks

Must have stable internet connection minimum of 5 MBPS
Must be comfortable working the US business hours
Must own a laptop with at least 8 GB memory

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer success managementaccount retention strategycontract negotiationcustomer health score analysisproduct utilization metricsKPI developmentbusiness reviewsissue resolutionworkflow assessmentcustomer feedback documentation

Soft Skills

relationship buildingcommunication skillsproblem-solvingempathystrategic thinkingpresentation skillsnegotiation skillsorganizational skillsteam collaborationcustomer advocacy

Certifications

Bachelor of Arts (BA)Masters of Arts (preferred)