Patientnow

Patientnow

Team Lead, Client Success

Remote (United States)

Sponsorship not specifiedDetected 16 days ago
A/B TestingSalesforceCRMAccount ManagementRecruitingCustomer SuccessPhotographyEHR/EMRLeadershipCommunicationCollaborationProblem SolvingMentoringAdaptability

About the role

  • Supported by a U.S.-based team that understands the pace and artistry of aesthetics, PatientNow provides the technology and partnership to scale with confidence.

Responsibilities

  • Lead, coach, and develop 2-3 Client Success Managers through 1:1s, portfolio reviews, call coaching, and performance feedback.
  • Design and improve scalable engagement programs for the Emerging segment, including automated, digital, and human-led touchpoints.
  • 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.
  • Competencies: To perform the job successfully, an individual should demonstrate the following.
  • People who partner with us stand out in the industry with strong market differentiation, while streamlining operations for long term success and sustainable growth.
  • Excellent written and verbal communication skills, including the ability to create scalable customer-facing content.

Requirements

  • Hands-on experience with customer success platforms, CRM tools, automation, or AI-enabled workflows.
  • Experience with Salesforce and ChurnZero strongly preferred.

Skills

  • Adaptability - Demonstrates persistence and overcomes obstacles.
  • Measures self against standard of excellence.
  • Recognizes and acts on opportunities.
  • Sets and achieves challenging goals.
  • Takes calculated risks to accomplish goals.
  • Business Ethics - Inspires the trust of others.
  • Keeps commitments.
  • Treats people with respect.
  • Upholds organizational values.
  • Works with integrity and ethically.
  • Communications - Exhibits good listening and comprehension.
  • Expresses ideas and thoughts in written form.

Benefits

  • Empowering practices and businesses to improve health and wellness worldwide by helping their clients look and feel their best.
  • PatientNow is elevating businesses focused on beauty, wellness and medical aesthetics with innovative, all-in-one software and consulting service solutions.
  • 2+ years of Client Success, Account Management, or related customer-facing experience, ideally in SaaS, healthcare technology, payments, or practice management software.
  • Strong analytical skills and comfort using health scores, usage data, renewal signals, and customer behavior to guide action.
  • Build and maintain ChurnZero playbooks, including health score triggers, risk alerts, renewal workflows, adoption campaigns, and expansion sequences.
  • Identify churn risk and expansion opportunities using ChurnZero health scores, product usage data, Salesforce insights, and customer signals.

Company info

  • 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.
  • Essential Duties and 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.
  • Use AI and automation tools, including ChatGPT, Copilot, ProShort, and similar platforms, to improve efficiency and personalize customer outreach at scale.
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