Enterprise Customer Success Lead

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

📋 Description

• The ClinicMind Enterprise Customer Success Lead acts as the key strategic partner and advocate for our enterprise healthcare clients.

• Responsible for enhancing account retention, ensuring client satisfaction, and cultivating deep trust-based relationships across a portfolio of large healthcare organizations.

• Own the comprehensive retention strategy for a portfolio of enterprise healthcare accounts, proactively identifying clients at risk and developing action plans to mitigate churn risk.

• Build and sustain executive-level connections with key stakeholders, including customer C-suite, IT, and Revenue Cycle leaders.

• Identify opportunities for expansion and upselling within existing accounts.

• Negotiate and facilitate contract renewals in alignment with company goals.

• Serve as the customer’s voice within ClinicMind.

• Monitor and analyze client health scores, product utilization metrics, and satisfaction indicators (NPS, CSAT) to drive ongoing improvement.

• Execute customer success plans for each account that align with customer objectives, platform capabilities, and measurable KPIs.

• Conduct regular business reviews (QBRs) to evaluate progress against objectives and demonstrate ROI.

• Serve as the initial point of escalation for customer inquiries, concerns, and complaints, ensuring timely, professional, and empathetic resolutions.

• Accurately document all customer-reported issues, incidents, and service interruptions in the company's CRM and project management software.

• Capture, document, and advocate for customer-requested system enhancements, new features, and workflow improvements through the company's product feedback process.

• Facilitate regularly scheduled cadence calls and meetings with assigned accounts, including weekly or bi-weekly operational check-ins and quarterly strategic reviews.

• Travel to customer locations as necessary to strengthen relationships and perform comprehensive workflow assessments.

• Expected travel: up to 50% depending on portfolio size and customer requirements.

⛳️ Requirements

• Bachelor of Arts (BA) required; Master of Arts preferred, in a healthcare-related field.

• Experience with healthcare-related technologies and services.

• Ability to manage and retain large enterprise accounts within complex, multi-stakeholder environments.

• Strong understanding of healthcare operations, clinical workflows, and/or revenue cycle processes.

• Excellent verbal and written communication skills with the capability to present confidently to executive audiences.

• Experience with customer relationship management and project management software solutions.

• Ability to travel as needed.

🏝️ Benefits

• Must have a stable internet connection with a minimum of 5 MBPS.

• Must be comfortable working during US business hours.

• Must own a laptop with at least 8 GB of memory.