Team Lead – Case Management, Client Success
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Team Lead managing a large case management and client success team for ReWorks Solutions. Driving KPIs, coaching, escalations, and service quality during U.S. hours.
Responsibilities:
- Lead and manage a large team of Case Managers / Client Success Coordinators
- Set clear performance expectations and ensure team members consistently meet service standards
- Monitor and manage team KPIs, productivity, quality, and performance metrics
- Conduct regular coaching, performance discussions, and development sessions
- Provide ongoing guidance, support, and accountability to team members
- Identify performance gaps and implement appropriate improvement plans
- Manage complex and sensitive client, family, and therapist escalations
- Handle difficult conversations professionally, calmly, and empathetically
- Ensure client concerns are resolved efficiently and appropriately
- Maintain a high standard of client service and overall customer experience
- Monitor case management and client success processes to ensure consistency and efficiency
- Collaborate with other operational teams to resolve issues and improve service delivery
- Identify process gaps and opportunities for continuous improvement
- Ensure accurate communication and follow-through across the team
- Provide management with regular updates on team performance, challenges, trends, and opportunities
- Take ownership of operational issues and ensure appropriate resolution
- Support a positive, accountable, and high-performing team culture
Requirements:
- Minimum 5 years of relevant professional experience in Case Management, Client Success, Healthcare Coordination, Customer Service, Client Services, Healthcare Administration, or a related environment
- Strong people-management experience leading a large team is essential
- Proven experience managing team performance, KPIs, coaching, development, and accountability
- Demonstrated experience managing complex escalations and difficult conversations
- Strong client-service orientation with excellent interpersonal skills
- Ability to communicate professionally, clearly, and empathetically
- Strong organisational and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- Comfortable making decisions and taking ownership of issues
- Ability to work independently while collaborating effectively with other operational teams
Benefits:
- Comfortable working U.S. hours
- Remote work from home
Similar Jobs
Customer Success Manager
Customer Success Manager managing onboarding, retention, revenue capture, and growth for Column, a public-information software platform serving governments, law firms, and media.
Director of Customer Success
Director modernizing customer implementation, support, and success for Paubox’s HIPAA-compliant email security platform. Leading AI-native post-sales operations for 9,000+ customers.
Customer Success Manager II
Customer Success Manager II guiding global media clients at Nielsen, a company powering better media insights. Managing account health, escalations, reporting, renewals, and growth opportunities.
Customer Success / Support Operations Evaluator
Customer success evaluator reviewing AI-generated documents, spreadsheets, and slides for Mercor. Grading quality and providing structured feedback to improve frontier AI systems.
Customer Success Manager
Customer Success Manager guiding APAC enterprises to maximize Optro’s AI-powered GRC platform. Managing strategic accounts, retention, expansion, training, and customer feedback across Japan and regional markets.
Customer Success Manager, AI Agents
Customer Success Manager owning onboarding, adoption, renewals, and expansion for Central’s AI phone and back-office automation platform. Configuring workflows and supporting small-business customers.
Customer Success Manager, AI Agents
Customer Success Manager owning onboarding, adoption, retention, and expansion for Central’s AI phone automation platform. Configuring call flows, managing accounts, and driving customer outcomes remotely.
Customer Success Manager, AI Agents
Customer Success Manager owning onboarding, retention, and expansion for Central’s AI agents serving clinics and small businesses. Configuring workflows, supporting integrations, and preventing churn.
Customer Success Manager, AI Agents
Customer Success Manager owning onboarding, adoption, retention, and expansion for Central’s AI phone agents. Configuring workflows and supporting clinics and small businesses remotely.
Customer Success Officer
Customer Success Officer supporting Libertex online trading clients via chat, phone, tickets, and email. Resolving platform issues and guiding traders on products and documents.
Senior Customer Success Manager
Senior Customer Success Manager managing client relationships, renewals, and upsells for Catchafire’s nonprofit connection platform. Driving customer outcomes through data insights, business reviews, and cross-functional collaboration.
Implementation & Customer Success Manager – AI Agents
Implementation and Customer Success Manager launching and optimizing Central’s AI agents for business operations. Managing customer onboarding, integrations, troubleshooting, adoption, renewals, and expansion.
Implementation & Customer Success Manager – AI Agents
Implementation and Customer Success Manager deploying Central’s AI agents for business operations. Owning customer onboarding, integrations, troubleshooting, retention, and expansion.
Implementation, Customer Success Manager – AI Agents
Implementation and Customer Success Manager configuring AI agents for business operations. Leading onboarding, troubleshooting integrations, and driving customer retention and expansion.
Implementation and Customer Success Manager – AI Agents
Implementation and Customer Success Manager owning customer implementations for Central’s AI agents. Configuring workflows, integrations, and automations while driving adoption, retention, and expansion.
Customer Success Manager – AI Agents
Implementation and customer success manager configuring Central’s AI call agents for clinics and small businesses. Onboarding customers, managing integrations, troubleshooting issues, and reducing churn.
Vendor Success Manager
Vendor Success Manager improving third-party vendor performance for Lessen, a tech-enabled property-services provider. Managing affiliate relationships, dispatch plans, coaching, metrics, sourcing, and escalations.
Client Success Manager, Pharma
Client Success Manager managing pharmaceutical client accounts for Doximity’s clinical AI platform. Owning campaigns, regulatory coordination, timelines, content launches, and performance reporting.
Customer Success Manager III
Customer Success Manager advising enterprise healthcare SaaS customers across the South and Plains. Driving retention, expansion, executive alignment, and measurable customer outcomes.
Client Success Operations Coordinator
Client Success Operations Coordinator managing Intellect’s mental-health roadshows across Asia. Coordinating staffing, merchandise logistics, vendors, onboarding, and Client Success processes.