Team Lead, Client Success

📋 Description

• Lead, mentor, and develop a team of 2–3 Client Success Managers through one-on-one meetings, portfolio assessments, call coaching, and providing performance feedback.

• Oversee a high-volume portfolio of emerging customers, demonstrating effective prioritization, risk management, adoption, and expansion strategies.

• Create and enhance scalable engagement programs for the Emerging segment, incorporating automated, digital, and human-led interactions.

• Develop and maintain ChurnZero playbooks, which include health score triggers, risk alerts, renewal workflows, adoption campaigns, and expansion initiatives.

• Leverage AI and automation tools, such as ChatGPT, Copilot, ProShort, and other similar platforms, to enhance efficiency and tailor customer outreach on a large scale.

• Detect churn risks and expansion possibilities using ChurnZero health scores, product usage analytics, Salesforce insights, and customer indicators.

• Collaborate with the Director of Client Success, Strategic Accounts Team Lead, RevOps, and cross-functional teams to establish segment KPIs, processes, and best practices.

• Construct and implement digital-first customer programs, including webinars, video interactions, lifecycle campaigns, and scaled business reviews.

• Ensure the maintenance of accurate and actionable customer data within ChurnZero and Salesforce.

• Assist with escalated customer issues and support team members in resolving complex customer scenarios.

⛳️ Requirements

• A minimum of 2 years in Client Success, Account Management, or a related customer-facing position, preferably within SaaS, healthcare technology, payments, or practice management software.

• Proven experience managing a high-volume customer portfolio with accountability for retention, adoption, and expansion results.

• Demonstrated capability in coaching, mentoring, or leading individuals in a customer-facing capacity.

• Practical experience with customer success platforms, CRM tools, automation, or AI-enabled workflows.

• Strong preference for candidates with experience in Salesforce and ChurnZero.

• Excellent analytical skills and comfort in utilizing health scores, usage data, renewal signals, and customer behavior to inform decisions.

• Outstanding written and verbal communication skills, including the ability to produce scalable customer-facing content.

• A process-oriented approach with a strong sense of ownership and accountability.

• Preferred familiarity with PatientNow, medspas, salons, aesthetic medicine, elective care, payments, or practice management software.

🏝️ Benefits

• Health insurance

• Professional development opportunities

• Paid time off