Enterprise Customer Success Lead

ClinicMind Platform for Full-Cycle Patient Care

Customer Success Lead at ClinicMind driving account retention and ensuring satisfaction for enterprise healthcare clients. Building relationships and managing client needs in a strategic partnership role.

Posted 6/9/2026full-timeRemote • California • 🇺🇸 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
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
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 and conduct in-depth workflow assessments
Expected travel: up to 50% depending on portfolio size and customer needs

Requirements

What you’ll need

Bachelor of Arts (BA) required, Masters of Arts preferred, in a Healthcare-related concentration
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

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer relationship managementproject managementaccount retention strategyclient health score analysisproduct utilization metricssatisfaction indicatorsbusiness reviewsworkflow assessmentscontract negotiationaction plan development

Soft Skills

strategic partnershipcustomer advocacyrelationship buildingcommunicationproblem resolutionempathypresentation skillsnegotiationtrust-buildingstakeholder management

Certifications

Bachelor of Arts (BA)Masters of Arts (MA) in Healthcare-related concentration