Enterprise Customer Success Lead

🔥 12 hours ago

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• 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

• 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

• 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