Client Success Manager

Essential Duties and Responsibilities

• Manage a high-volume portfolio of customers, delivering proactive guidance that drives adoption, retention, and customer satisfaction.
• Execute a scalable customer engagement strategy by leveraging automation, digital communication, and personalized outreach throughout the customer lifecycle.
• Build, maintain, and optimize automated playbooks within ChurnZero, including health score triggers, risk alerts, onboarding journeys, and renewal campaigns.
• Utilize AI tools such as ChatGPT, Microsoft Copilot, ProShort, or similar technologies to create personalized customer communications, educational content, and workflow efficiencies.
• Identify customer health trends using ChurnZero data, product usage metrics, and other leading indicators, proactively engaging customers at risk of churn.
• Drive product adoption and identify opportunities for upsell and cross-sell through consultative customer conversations and business reviews.
• Develop and deliver digital-first engagement programs, including webinars, video communications, scalable business reviews, and educational campaigns.
• Partner closely with Sales, Support, Product, and Customer Success leadership to improve customer experiences, refine processes, and share customer insights.
• Maintain accurate customer records and activity within ChurnZero and Salesforce to ensure visibility into customer health, engagement, and business outcomes.
• Stay current on PatientNow products, payment solutions, AI capabilities, and trends within the medical aesthetics industry to provide strategic guidance to customers.

Competencies

• Adaptability: Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals.
• Business Ethics: Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethics.
• Communications: Exhibits good listening and comprehension. Clearly expresses ideas and thoughts in written as well as verbal form. Selects and uses appropriate communication methods.
• Continuous Learning: Assesses own strengths and weaknesses. Continuously pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others.
• Problem Solving: Develops creative solutions. Gathers and analyzes information skillfully. Identifies and resolves problems in a timely manner. Works well in group problem solving situations.
• Teamwork: Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback.

Education/Experience

• 2+ years of Client Success Management or Account Management experience, preferably managing a high-volume book of business.
• Experience leveraging customer success platforms such as ChurnZero, Gainsight, Totango, or similar solutions.
• Hands-on experience using automation and AI tools to improve customer engagement and operational efficiency.
• Experience with CRM platforms such as Salesforce preferred.
• Strong analytical skills with the ability to interpret health scores, customer usage data, and renewal indicators to prioritize engagement.
• Excellent written and verbal communication skills, with the ability to create compelling digital customer experiences at scale.
• Process-oriented mindset with enthusiasm for building and improving scalable customer success programs.
• Highly organized with exceptional time management skills and the ability to effectively prioritize a large customer portfolio.
• Strong sense of ownership, accountability, and customer advocacy.
• Familiarity with PatientNow or similar practice management, healthcare SaaS, or payment platforms is preferred.
• Experience supporting customers within SaaS, healthcare technology, medical aesthetics, or related industries is preferred.