Enterprise Customer Success Lead

🔥 12 hours ago

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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ClinicMind Platform for Full-Cycle Patient Care

WebsiteLinkedInAll Job Openings

201 - 500 employees

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare Insurance • SaaS • Healthcare

ClinicMind Platform for Full-Cycle Patient Care is a comprehensive healthcare technology provider offering a range of software solutions and services for medical practices. Their offerings include ONC-certified EHR systems, chiropractic software, practice management solutions, billing platforms, credentialing services, and patient engagement tools like patient portals and telehealth options. ClinicMind focuses on streamlining provider documentation, simplifying billing and payment processes, and enhancing the patient experience, helping healthcare practice owners optimize operations, increase revenue, and improve patient satisfaction. The platform provides customizable automation and support to meet the unique needs of single or multi-site practices, ensuring efficient and effective full-cycle patient care management.

📋 Description

• 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

• 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

• 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