Position Summary:The Team Lead, Client Success Manager - Emerging Markets is a player-coach responsible for leading a small team of Client Success Managers supporting PatientNow's emerging customer segment. This role manages a high-volume customer portfolio while coaching 2-3 CSMs to drive retention, adoption, expansion, and strong customer experiences at scale.
This leader will help build and optimize the scalable engagement model for the segment, including ChurnZero playbooks, AI-assisted workflows, digital customer touchpoints, and clear processes for when customers receive automated engagement versus direct CSM support.
Essential Duties and Responsibilities:- Lead, coach, and develop 2-3 Client Success Managers through 1:1s, portfolio reviews, call coaching, and performance feedback.
- Manage a high-volume portfolio of emerging customers, modeling effective prioritization, risk management, adoption, and expansion practices.
- Design and improve scalable engagement programs for the Emerging segment, including automated, digital, and human-led touchpoints.
- Build and maintain ChurnZero playbooks, including health score triggers, risk alerts, renewal workflows, adoption campaigns, and expansion sequences.
- Use AI and automation tools, including ChatGPT, Copilot, ProShort, and similar platforms, to improve efficiency and personalize customer outreach at scale.
- Identify churn risk and expansion opportunities using ChurnZero health scores, product usage data, Salesforce insights, and customer signals.
- Partner with the Director of Client Success, Strategic Accounts Team Lead, RevOps, and cross-functional teams to define segment KPIs, processes, and best practices.
- Build and deliver digital-first customer programs, including webinars, video touchpoints, lifecycle campaigns, and scaled business reviews.
- Maintain accurate, actionable customer data in ChurnZero and Salesforce.
- Support escalated customer issues and help team members resolve complex customer situations.
Competencies: To perform the job successfully, an individual should demonstrate the following.
- Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
- Business Ethics - Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
- Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
- Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
- Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
- Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.
Education/Experience:- 2+ years of Client Success, Account Management, or related customer-facing experience, ideally in SaaS, healthcare technology, payments, or practice management software.
- Experience managing a high-volume customer book with responsibility for retention, adoption, and expansion outcomes.
- Demonstrated experience coaching, mentoring, or leading others in a customer-facing role.
- Hands-on experience with customer success platforms, CRM tools, automation, or AI-enabled workflows.
- Experience with Salesforce and ChurnZero strongly preferred.
- Strong analytical skills and comfort using health scores, usage data, renewal signals, and customer behavior to guide action.
- Excellent written and verbal communication skills, including the ability to create scalable customer-facing content.
- Process-oriented mindset with a strong sense of ownership and accountability.
- Familiarity with PatientNow, medspas, salons, aesthetic medicine, elective care, payments, or practice management software preferred.
Why You'll Thrive Here:In this role, you'll get to:
- Work at the intersection of innovation and impact, helping real-world practices grow and thrive in a rapidly expanding market;
- Collaborate with a talented, curious team that values experimentation, learning, and customer empathy;
- Be empowered to lead with autonomy while supported by strong leadership and product discipline; and
- Help modernize aesthetics software in an industry that's ripe for transformation through innovative, AI-native technology.
Supervisory Responsibilities: This position does not include any supervisory responsibilities.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
Note: PatientNow jobs are listed on our careers page patientnow.com/careers and select job boards. We will never ask for payment or sensitive info. Official emails come from or
[email protected]The pay range for this role is:
90,000 - 100,000 USD per year (United States)
