Enterprise Customer Success Lead

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

📋 Description

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

• This position is accountable for driving account retention, ensuring customer satisfaction, and cultivating deep, trust-based relationships within a portfolio of large-scale healthcare organizations.

• Take ownership of the complete retention strategy for a portfolio of enterprise healthcare accounts, proactively identifying clients at risk and formulating action plans to mitigate churn risk.

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

• Recognize opportunities for expansion and upselling within current accounts.

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

• Represent the voice of the customer to ClinicMind.

• Monitor and assess client health scores, product utilization metrics, and satisfaction indicators (NPS, CSAT) to promote continuous improvement.

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

• Conduct regular business reviews (QBRs) to evaluate progress against goals and showcase ROI.

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

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

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

• Ensure customers receive timely updates on open issues and that SLAs are consistently met or exceeded.

• 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 sites as necessary to strengthen relationships, conduct in-depth workflow assessments, support go-live activations, or address critical escalations.

⛳️ Requirements

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

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

• Experience with healthcare-related technologies and services is essential.

• Proven 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 present confidently to executive audiences.

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

• Willingness to travel when necessary.

🏝️ Benefits

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

• Must be comfortable working during US business hours.

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