Senior Team Lead, Client Success

📋 Description

• Lead a Client Success team: Oversee a group of Customer Success Managers (CSMs) and enhance performance across a designated portfolio of accounts, focusing on retention, expansion, and overall client health.

• Serve as an escalation point: Address complex client situations and ensure swift and effective resolution of issues.

• Represent the customer's voice: Collect and analyze feedback, identify patterns, and address friction points within your accounts, translating these insights into actionable recommendations for Product, Operations, and Sales.

• Manage and mentor a team: Guide CSMs on account management, communication, and execution, empowering the team to operate with increased independence and confidence.

• Develop and scale operational processes: Create playbooks, glossaries, and shared frameworks to prevent reinventing the wheel, ensuring consistency in account management and growth.

• Foster account growth and engagement: Spearhead strategic account planning, quarterly business reviews (QBRs), and ongoing engagement within your portfolio, collaborating closely with Sales to uncover and pursue expansion opportunities.

• Establish consistency: Define standards for effective account management, communication, and follow-through, ensuring the team adheres to these practices.

• Own portfolio strategy: Ensure account coverage, prioritization, and focus align with account size, complexity, and growth potential.

• Influence the organization: Collaborate closely with Sales, Product, and Operations to ensure customer needs are integrated into our development and delivery processes.

⛳️ Requirements

• 5–10+ years of experience in Client Success, Account Management, or a related field.

• 2+ years of experience in people management.

• Proven experience managing complex or strategic accounts, preferably within the healthcare sector (RCM, payer/provider, or health systems is highly desirable).

• In-depth understanding of retention, expansion, and managing a book of business.

• Demonstrated ability to function in a player/coach role while remaining actively involved in the work.

• Experience serving as an escalation point for clients and internal stakeholders.

• Strong executive presence; communicates clearly, concisely, and confidently.

• Proficient in working with data, reporting, and account-level analytics.

• Highly organized with robust operational discipline (CRM, workflows, forecasting).

• Comfortable working in a dynamic environment where priorities may shift and ownership is anticipated.

🏝️ Benefits

• Competitive compensation, including equity.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan via 401(k).

• Flexible time off.

• Opportunities for company-wide engagement and events.