Team Lead, Client Success

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.

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.
• 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.