Team Lead, Client Success

Company Overview: Comprehensive practice management solutions for the elective medical industry are essential for improving efficiency, and the client-centric culture of the PatientNow team is well-poised to continue delivering solutions that allow our customers to spend more time where they want to, with their patients. With our expanding line of products, we demonstrate our commitment to delivering purpose-built technology to medical aesthetics and wellness service providers in our ever evolving market. PatientNow continues to see Med Spa business growth, in addition to expansion in the areas of nutrition, weight loss and hormone replacement. PatientNow’s goal is to be the elective medical industry’s most trusted and intuitive practice management solution— fueled by innovation, integration, and strategic partnerships, delivered by a team with unrivaled grit.

Vision - Empowering practices and businesses to improve health and wellness worldwide by helping their clients look and feel their best.

Mission - PatientNow is elevating businesses focused on beauty, wellness and medical aesthetics with innovative, all-in-one software and consulting service solutions. People who partner with us stand out in the industry with strong market differentiation, while streamlining operations for long term success and sustainable growth.

Values –

• Show up – being present and supportive: for each other through collaboration and respect, for our customers with exceptional service, and for the business with dedication to excellence and growth.
• Own the outcome – By understanding the objective, exceeding expectations with pride, confirming resolution, communicating early and often, and continuously learning and improving
• Be Authentic - By sharing thoughts and opinions, keeping promises, showing your true self, and engaging with respect

Position Summary: Client Success Manager, Team Lead will be a player-coach, leading a team of Client Success Managers to build strong relationships with PatientNow software customers, and driving customers toward positive business outcomes. They will create and launch training and enablement sessions for the Customer Success team, as well as provide coaching to foster individual and team-wide skills development. The Team Lead will be responsible for meeting KPIs across their business as well as be accountable for their team’s performance against KPIs. They are expected to be resourceful, leveraging creativity to build winning solutions for PatientNow customers. This position reports to the Director of Client Success and is a fully remote position.

• Build strong relationships with customers across their portfolio
• Identify, measure, and execute against customers’ positive business outcomes to cultivate more realized value for your customers
• Develop and lead training and enablement sessions to better prepare the Customer Success team to meet and exceed goals
• Evaluate risk management for each customer and strive for value propositions and utilize best practices to drive retention
• Align with the Customer Experience organization initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
• Manage a series of personal and automated touchpoints and drive ongoing customer experiences
• Conduct effective Executive Business Reviews and Quarterly Business Reviews to highlight customers’ realized value and communicate recommendations and new features
• Diligently manage ChurnZero and Salesforce data to effectively manage your book of business
• Assist team members with escalated matters
• Stay current with PatientNow software and the industry
• Work with Senior Director to implement new processes and workflows
• Offer alternative solutions where appropriate with the objective of each customer having a wonderful experience

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactori