Client Success Manager

Position Summary: The Client Success Manager is responsible for managing a high-volume portfolio of PatientNow customers, including single-location medspas, salons, and growing aesthetic practices. This customer segment operates at significant scale, making operational efficiency, digital engagement, and smart automation just as important as building trusted customer relationships.

This individual contributor will own customer retention, product adoption, and expansion within their portfolio while helping build and optimize scalable customer success programs. The ideal candidate enjoys designing efficient processes, leveraging automation and AI tools, and delivering exceptional customer experiences across a large book of business. This position reports to the Director of Client Success and is fully remote.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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.

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.

Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethics. 

Communications - Exhibits good listening and comprehension. Clearly expresses ideas and thoughts in written as well as verbal form. Selects and uses appropriate communication methods.

Continuous Learning - Assesses own strengths and weaknesses. Continuously pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others.

Problem Solving - Develops creative solutions. Gathers and analyzes information skillfully. Identifies and resolves problems in a timely manner. 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.

Education/Experience: 

• 2+ years of Client Success Management or Account Management experience, preferably managing a high-volume book of business.
• 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.