Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a substantial portfolio of clients, providing proactive guidance that enhances adoption, retention, and customer satisfaction.

• Implement a scalable customer engagement strategy by utilizing automation, digital communication, and tailored outreach throughout the customer journey.

• Develop, maintain, and refine automated playbooks within ChurnZero, encompassing health score triggers, risk alerts, onboarding processes, and renewal initiatives.

• Employ AI technologies such as ChatGPT, Microsoft Copilot, ProShort, or similar tools to generate personalized customer communications, educational materials, and improve workflow efficiencies.

• Analyze customer health trends using data from ChurnZero, product usage statistics, and other leading indicators, proactively engaging with customers at risk of churn.

• Promote product adoption and identify upsell and cross-sell opportunities through consultative discussions and business reviews with customers.

• Create and implement digital-first engagement initiatives, including webinars, video communications, scalable business reviews, and educational campaigns.

• Collaborate closely with Sales, Support, Product, and Customer Success leadership to enhance customer experiences, optimize processes, and share valuable customer insights.

• Keep comprehensive customer records and activities updated in ChurnZero and Salesforce to ensure transparency regarding customer health, engagement, and business outcomes.

• Stay informed about PatientNow products, payment solutions, AI capabilities, and trends in the medical aesthetics field to provide strategic advice to customers.

⛳️ Requirements

• Minimum of 2 years of experience in Client Success Management or Account Management.

• Proficient in utilizing customer success platforms such as ChurnZero, Gainsight, Totango, or comparable solutions.

• Practical experience in applying automation and AI tools to enhance customer engagement and operational efficiency.

• Familiarity with CRM platforms like Salesforce is preferred.

• Strong analytical abilities to interpret health scores, customer usage data, and renewal signals to prioritize customer engagement.

• Exceptional written and verbal communication skills, capable of crafting compelling digital customer experiences at scale.

• A process-oriented approach with a passion for developing and enhancing scalable customer success programs.

• Highly organized, with outstanding time management skills and the capability to effectively prioritize a large client portfolio.

• A strong sense of ownership, accountability, and dedication to customer advocacy.

• Prior knowledge of PatientNow or similar practice management, healthcare SaaS, or payment platforms is preferred.

• Experience in supporting customers within SaaS, healthcare technology, medical aesthetics, or related fields is preferred.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Paid time off.

• Retirement savings plan.

• Flexible work arrangements.

• Opportunities for professional development.