POSITION SUMMARY
The ClinicMind Enterprise Customer Success Lead serves as the primary strategic partner and advocate for our enterprise healthcare clients. This role is responsible for driving account retention, ensuring customer satisfaction, and fostering deep, trust-based relationships across a portfolio of large-scale healthcare organizations. The ideal candidate brings a strong background in healthcare technology, exceptional relationship management skills, and a proactive approach to identifying and resolving customer needs before they become issues. This is a high-visibility, high-impact role that requires both strategic thinking and hands-on engagement, including regular on-site visits to customer locations.
KEY RESPONSIBILITIES
Account Retention & Growth
- 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.
Customer Satisfaction & Outcomes
- 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.
Customer Inquiries, Concerns & Complaint Resolution
- 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.
- Communicate resolution status and root-cause findings clearly to customer stakeholders while building and maintain transparency and trust throughout the process.
Issue Logging & Tracking
- 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.
- Produce executive reports for both internal and customer stakeholders.
Enhancement Request Management
- Capture, document, and advocate for customer-requested system enhancements, new features, and workflow improvements through the company's product feedback process.
- Serve as a liaison between customers and the Product team providing context-rich submissions that reflect clinical, operational, and financial use cases.
- Communicate product roadmap updates to customers and manage expectations around feature timelines and prioritization.
- Track enhancement requests from submission through delivery and closing the loop with customers upon release.
Regular Sync Meetings & Communication
- 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.
- Maintain consistent communication rhythms across all portfolio accounts, adapting frequency and format to the needs of each client.
- Proactively share relevant product updates, training resources, regulatory changes, and best practices that impact the customer's use of ClinicMind offerings.
On-Site Customer Visits
- Travel to customer sites as needed to strengthen relationships, conduct in-depth workflow assessments, support go-live activations, or address critical escalations.
- Lead on-site executive business reviews and strategic planning sessions with customer leadership teams.
- Collaborate with Implementation and Training teams during on-site engagements to ensure seamless customer experiences.
- Expected travel: up to 50% depending on portfolio size and customer needs.
QUALIFICATIONS
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.
COMPETENCIES
- Customer-First Mindset: Relentless focus on delivering value and positive outcomes for customers.
- Strategic Relationship Management: Ability to cultivate trust and credibility at all levels of a client organization.
- Problem Solving: Calm, structured approach to complex, high-stakes issues.
- Cross-functional Collaboration: Skilled at working across internal teams to drive results on behalf of customers.
- Proactive Communication: Anticipates needs and communicates with clarity, transparency, and professionalism.
- Resilience & Adaptability: Thrives in a very fast-paced evolving start-up style environment.
NOTE
- 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
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