Enterprise Customer Success Lead

ClinicMind Platform for Full-Cycle Patient Care

Enterprise Customer Success Lead managing enterprise healthcare accounts for ClinicMind. Outlining retention strategies and ensuring customer satisfaction across a portfolio of healthcare organizations.

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

About the role

Key responsibilities & impact

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
Monitor and analyze client health scores, product utilization metrics, and satisfaction indicators (NPS, CSAT) to drive continuous improvement
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
Identify patterns in recurring issues and escalate systemic problems to appropriate internal teams
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 relationship managementproject managementdata analysiscontract negotiationchurn risk assessmentclient health score monitoringproduct utilization metricssatisfaction indicatorsworkflow assessmentsystem enhancements

Soft Skills

relationship buildingcommunicationproblem-solvingempathynegotiationpresentationorganizationalstrategic thinkingcustomer advocacyescalation management