Enterprise Customer Success Lead

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

📋 Description

• Take charge of the comprehensive retention strategy for a portfolio of enterprise healthcare accounts, proactively spotting at-risk clients and formulating action plans to mitigate churn risk.

• Develop and nurture executive-level relationships with key stakeholders, including C-suite executives, IT personnel, and Revenue Cycle leaders.

• Discover opportunities for expansion and upselling within current accounts.

• Negotiate and facilitate contract renewals in alignment with the company's objectives.

• Monitor and evaluate client health scores, product usage metrics, and satisfaction indicators (NPS, CSAT) to foster continuous improvement.

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

• Act as the primary point of escalation for customer inquiries, concerns, and complaints, ensuring prompt, professional, and empathetic resolutions.

• Recognize patterns in recurring issues and escalate systemic challenges to the relevant internal teams.

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

• Maintain comprehensive records of issue histories, resolution timelines, and follow-up actions for each account.

• Ensure that customers receive timely updates on outstanding issues and that service level agreements (SLAs) are consistently met or surpassed.

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

• Organize 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 required to strengthen relationships, conduct detailed workflow assessments, support go-live activations, or resolve critical escalations.

⛳️ Requirements

• Bachelor of Arts (BA) required; a Master's degree in a Healthcare-related concentration is preferred.

• Other educational backgrounds will be considered based on relevant career experience.

• Proven experience working 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 ability to confidently present to executive audiences.

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

• Willingness to travel as needed.

🏝️ Benefits

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

• Must be comfortable working during US business hours.

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