Sr. Manager, Client Success supporting Veradigm’s healthcare technology and data solutions. Partnering across a network serving healthcare providers, life sciences, health plans, and patients.
CT
Team Lead, Customer Success Management
Posted 22 hours ago
About the role
- Customer Success Team Lead guiding North American SaaS managers. Driving customer retention, adoption, health metrics, escalations, and revenue growth at legal AI company Clio.
Responsibilities
- Provide coaching and mentorship to the North America-based team
- Foster accountability, innovation, continuous improvement, and high performance
- Design and drive initiatives to enhance customer satisfaction and optimize the customer journey
- Oversee critical customer lifecycle stages
- Oversee a diverse customer portfolio and conduct reporting and analysis
- Use customer insights to support KPI attainment, including net retention, adoption, and growth
- Monitor and report customer health metrics
- Identify at-risk accounts and expansion opportunities
- Support customer escalations and investigate root causes and solutions
- Partner with cross-functional stakeholders to drive issue resolution
- Develop scalable processes and playbooks for customer success activities
- Partner with Sales, Marketing, Product, operations, technology, and other teams
- Advocate for customer needs and insights within the organization
- Ensure effective deployment and adoption of tools and performance management
Requirements
- 4+ years of previous experience in a B2B software within Customer Success Management
- 2+ years of previous leadership experience in a Team Lead, CSM role
- Experience with business reviews, QBRs, scorecards, performance reviews, project management and BI tools
- Strong sense of self awareness and accountability
- Experience in owning customer escalations and outcomes
- Experience with CS systems (Salesforce.com, Gainsight, ChurnZero etc.)
- Experience growing and scaling Customer Success teams
- Proven track record managing SMB and enterprise portfolios in a SaaS environment
- Experience working in startup and hypergrowth environments
- Strong performance management, coaching, and team development skills
- Data analysis and process creation skills
- Ability to articulate technical specifications and product value propositions clearly, verbally and in writing
Benefits
- Competitive, equitable salary
- Top-tier health benefits, dental, and vision insurance
- Hybrid work environment
- Flexible time off policy, with an encouraged 20 days off per year
- $2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
- Uncapped commissions for commission-eligible roles
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