Team Lead, Client Success

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PatientNow

Site WebLinkedInTous les Emplois

201 - 500 employés

⚕️ Assurance santé

☁️ SaaS

🧘 Bien-être

Healthcare Insurance • SaaS • Wellness

PatientNow est une solution logicielle complète conçue spécifiquement pour le secteur de l'esthétique et du bien-être, comprenant les spas médicaux, la chirurgie plastique, la dermatologie et les cliniques de perte de poids. Elle offre une plateforme tout-en-un qui intègre des dossiers médicaux électroniques (DME), la gestion de cabinet, des outils d'engagement des patients, le paiement et des services de marketing digital pour rationaliser les opérations et améliorer les soins aux patients. En utilisant l'IA et les stratégies de marketing automatisées, PatientNow aide les pratiques à attirer et fidéliser les patients tout en augmentant l'efficacité et les revenus. La plateforme propose également des outils de gestion de photos avant et après, des options de financement flexibles et une intégration fluide avec les systèmes de pratique médicale, en faisant un outil essentiel pour moderniser et gérer efficacement les pratiques esthétiques.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• Health insurance • Professional development opportunities • Paid time off