Enterprise Customer Success Lead

Role Overview

• Own the end-to-end retention strategy for a portfolio of enterprise healthcare accounts, proactively identifying at-risk clients and developing action plans to address churn risk.
• Build and maintain executive-level relationships with key stakeholders including customer C-suite, IT, and Revenue Cycle leaders.
• Identify expansion and upsell opportunities within existing accounts.
• Negotiate and support contract renewals in alignment with company objectives.
• Serve as the voice of the customer to ClinicMind.
• Monitor and analyze client health scores, product utilization metrics, and satisfaction indicators (NPS, CSAT) to drive continuous improvement.
• Execute customer success plans for each account that aligns with customer goals with platform capabilities and measurable KPIs.
• Conduct regular business reviews (QBRs) to assess progress against goals and demonstrate ROI.
• Serve as the first point of escalation for customer questions, concerns, and complaints, ensuring timely, professional, and empathetic resolution.
• Identify patterns in recurring issues and escalate systemic problems to appropriate internal teams.
• Coordinate cross-functional responses to complex or sensitive issues.
• 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.
• Prepare and distribute meeting agendas, action item trackers, and follow-up summaries to ensure accountability on both sides.
• Proactively share relevant product updates, training resources, regulatory changes, and best practices that impact the customer's use of ClinicMind offerings.
• Travel to customer sites as needed to strengthen relationships, conduct in-depth workflow assessments, support go-live activations, or address critical escalations.
• Expected travel: up to 50% depending on portfolio size and customer needs.

Requirements

• Bachelor of Arts (BA) required, Masters of Arts preferred, in a Healthcare-related concentration
• Other educational concentrations considered based on career experience
• Experience working with Healthcare-related technologies and services
• Ability to manage and retaining large enterprise accounts with 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
• Ability to travel when necessary.

Benefits

• Must have stable internet connection minimum of 5 MBPS
• Must be comfortable working the US business hours
• Must own a laptop with at least 8 GB memory