# Team Lead, Client Success

**Company:** [PatientNow](https://hotfix.jobs/companies/patientnow)
**Location:** Remote
**Role:** Customer Success
**Salary:** $90k – $100k/yr
**Skills:** Churnzero, Salesforce, ChatGPT, Copilot, Proshort, CRM, SaaS, AI Workflows, Customer Success Platforms, Health Scores
**Posted:** 2026-05-13

> Leads a small team of Client Success Managers for emerging markets customers while managing a high-volume portfolio. Drives retention, adoption, and expansion using ChurnZero, Salesforce, AI tools, and scalable engagement programs. Requires 2+ years customer-facing experience and coaching background.

## Job Description

## 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.

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