Enterprise Customer Success Lead
On-site · New York City, New York, United States
Job Summary
Enterprise Customer Success Lead responsible for owning end-to-end retention and growth across enterprise healthcare accounts, building executive-level relationships with stakeholders (C-suite, IT, Revenue Cycle), identifying expansion/upsell opportunities, and negotiating renewals. Drives customer outcomes through health-score monitoring, product utilization analysis (NPS, CSAT), and quarterly business reviews, while coordinating cross-functional responses to issues and logging incidents in CRM/PM tools. Includes on-site visits to customer locations, up to 50% travel, and collaboration with Implementation and Training teams to ensure seamless go-lives and adoption of ClinicMind offerings. Requires strong healthcare domain knowledge, relationship management, strategic communication, and the ability to translate customer needs into product feedback and roadmap considerations.
Required Qualifications
- BA required
- Masters of Arts preferred
- Experience with healthcare-related technologies and services
- Ability to manage and retain 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
- On-site travel to customer locations as part of responsibilities
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