Team Lead, Client Success

🕒 May 14

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PatientNow

WebsiteLinkedInAll Job Openings

201 - 500 employees

⚕️ Healthcare Insurance

☁️ SaaS

🧘 Wellness

Healthcare Insurance • SaaS • Wellness

PatientNow is a comprehensive software solution designed specifically for the aesthetics and wellness industry, including med spas, plastic surgery, dermatology, and weight loss practices. It offers an all-in-one platform that integrates electronic medical records (EMR), practice management, patient engagement tools, payments, and digital marketing services to streamline operations and enhance patient care. By utilizing AI and automated marketing strategies, PatientNow helps practices attract and retain patients while boosting efficiency and revenue. The platform also features tools for before and after photography, flexible financing options, and seamless integration with medical practice systems, making it a vital tool for modernizing and managing aesthetic practices effectively.

📋 Description

• 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

• 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

• Health insurance • Professional development opportunities • Paid time off