Client Success Manager
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Job Description
Client Success Manager managing a portfolio of PatientNow customers, driving retention and engagement. Collaborating with teams to optimize customer success programs in the medical aesthetics sector.
Responsibilities:
- Manage a high-volume portfolio of customers, delivering proactive guidance that drives adoption, retention, and customer satisfaction
- Execute a scalable customer engagement strategy by leveraging automation, digital communication, and personalized outreach throughout the customer lifecycle
- Build, maintain, and optimize automated playbooks within ChurnZero, including health score triggers, risk alerts, onboarding journeys, and renewal campaigns
- Utilize AI tools such as ChatGPT, Microsoft Copilot, ProShort, or similar technologies to create personalized customer communications, educational content, and workflow efficiencies
- Identify customer health trends using ChurnZero data, product usage metrics, and other leading indicators, proactively engaging customers at risk of churn
- Drive product adoption and identify opportunities for upsell and cross-sell through consultative customer conversations and business reviews
- Develop and deliver digital-first engagement programs, including webinars, video communications, scalable business reviews, and educational campaigns
- Partner closely with Sales, Support, Product, and Customer Success leadership to improve customer experiences, refine processes, and share customer insights
- Maintain accurate customer records and activity within ChurnZero and Salesforce to ensure visibility into customer health, engagement, and business outcomes
- Stay current on PatientNow products, payment solutions, AI capabilities, and trends within the medical aesthetics industry to provide strategic guidance to customers
Requirements:
- 2+ years of Client Success Management or Account Management experience
- Experience leveraging customer success platforms such as ChurnZero, Gainsight, Totango, or similar solutions
- Hands-on experience using automation and AI tools to improve customer engagement and operational efficiency
- Experience with CRM platforms such as Salesforce preferred
- Strong analytical skills with the ability to interpret health scores, customer usage data, and renewal indicators to prioritize engagement
- Excellent written and verbal communication skills, with the ability to create compelling digital customer experiences at scale
- Process-oriented mindset with enthusiasm for building and improving scalable customer success programs
- Highly organized with exceptional time management skills and the ability to effectively prioritize a large customer portfolio
- Strong sense of ownership, accountability, and customer advocacy
- Familiarity with PatientNow or similar practice management, healthcare SaaS, or payment platforms is preferred
- Experience supporting customers within SaaS, healthcare technology, medical aesthetics, or related industries is preferred
Benefits:
- Medical, dental, and vision insurance
- Paid time off
- Retirement savings plan
- Flexible work arrangements
- Professional development opportunities
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