Team Lead, Client Success

PatientNow

14h

About The Position

The Team Lead, Client Success Manager – Emerging Markets is a player-coach responsible for leading a small team of Client Success Managers supporting PatientNow’s emerging customer segment. This role manages a high-volume customer portfolio while coaching 2–3 CSMs to drive retention, adoption, expansion, and strong customer experiences at scale. This leader will help build and optimize the scalable engagement model for the segment, including ChurnZero playbooks, AI-assisted workflows, digital customer touchpoints, and clear processes for when customers receive automated engagement versus direct CSM support.

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.
• 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.

Nice To Haves

• Experience with Salesforce and ChurnZero strongly preferred.
• Familiarity with PatientNow, medspas, salons, aesthetic medicine, elective care, payments, or practice management software preferred.

Responsibilities

• 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.

Benefits

• Work at the intersection of innovation and impact, helping real-world practices grow and thrive in a rapidly expanding market
• Collaborate with a talented, curious team that values experimentation, learning, and customer empathy
• Be empowered to lead with autonomy while supported by strong leadership and product discipline
• Help modernize aesthetics software in an industry that’s ripe for transformation through innovative, AI-native technology

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed