Team Lead, Client Success

PatientNow

Team Lead in Client Success at PatientNow leading CSMs to drive customer retention and satisfaction. Engaging emerging markets with technology-driven solutions in clinical-grade EMR software.

Posted 5/14/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $90,000 - $100,000 per yearWebsite

About the role

Key responsibilities & impact

Lead, coach, and develop 2–3 Client Success Managers through 1:1s, portfolio reviews, call coaching, and performance feedback.
Manage a high-volume portfolio of emerging customers, modeling effective prioritization, risk management, adoption, and expansion practices.
Design and improve scalable engagement programs for the Emerging segment, including automated, digital, and human-led touchpoints.
Build and maintain ChurnZero playbooks, including health score triggers, risk alerts, renewal workflows, adoption campaigns, and expansion sequences.
Use AI and automation tools, including ChatGPT, Copilot, ProShort, and similar platforms, to improve efficiency and personalize customer outreach at scale.
Identify churn risk and expansion opportunities using ChurnZero health scores, product usage data, Salesforce insights, and customer signals.
Partner with the Director of Client Success, Strategic Accounts Team Lead, RevOps, and cross-functional teams to define segment KPIs, processes, and best practices.
Build and deliver digital-first customer programs, including webinars, video touchpoints, lifecycle campaigns, and scaled business reviews.
Maintain accurate, actionable customer data in ChurnZero and Salesforce.
Support escalated customer issues and help team members resolve complex customer situations.

Requirements

What you’ll need

2+ years of Client Success, Account Management, or related customer-facing experience, ideally in SaaS, healthcare technology, payments, or practice management software.
Experience managing a high-volume customer book with responsibility for retention, adoption, and expansion outcomes.
Demonstrated experience coaching, mentoring, or leading others in a customer-facing role.
Hands-on experience with customer success platforms, CRM tools, automation, or AI-enabled workflows.
Experience with Salesforce and ChurnZero strongly preferred.
Strong analytical skills and comfort using health scores, usage data, renewal signals, and customer behavior to guide action.
Excellent written and verbal communication skills, including the ability to create scalable customer-facing content.
Process-oriented mindset with a strong sense of ownership and accountability.
Familiarity with PatientNow, medspas, salons, aesthetic medicine, elective care, payments, or practice management software preferred.

Benefits

Comp & perks

Health insurance
Professional development opportunities
Paid time off

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 successaccount managementcoachingmentoringanalytical skillsrisk managementadoptionexpansionportfolio managementautomation

Soft Skills

leadershipcommunicationprocess-oriented mindsetownershipaccountability