Team Lead, Client Success

Designed for beauty, built for growth, Patient Now brings clinical‑grade EMR with intuitive charting, smart AI automation, advanced photography, marketing, patient engagement, and seamless practice management into one elegant system. Everything works together naturally, helping clients create a smooth, intentional patient experience from consultation to checkout. Supported by a U.S.–based team that understands the pace and artistry of aesthetics, Patient Now provides the technology and partnership to scale with confidence.

Empowering practices and businesses to improve health and wellness worldwide by helping their clients look and feel their best.

Patient Now is elevating businesses focused on beauty, wellness and medical aesthetics with innovative, all‑in‑one software and consulting service solutions. People who partner with us stand out in the industry with strong market differentiation, while streamlining operations for long term success and sustainable growth.

• Show up – being present and supportive: for each one through collaboration and respect, for our customers with exceptional service, and for the business with dedication to excellence and growth.
• Own the outcome – By understanding the objective, exceeding expectations with pride, confirming resolution, communicating early and often, and continuously learning and improving
• Be Authentic – By sharing thoughts and opinions, keeping promises, showing your true self, and engaging with respect

The Team Lead, Client Success Manager – Emerging Markets is a player‑coach responsible for leading a small team of Client Success Managers supporting Patient Now’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 Churn Zero playbooks, AI‑assisted workflows, digital customer touchpoints, and clear processes for when customers receive automated engagement versus direct CSM support.

• 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 Churn Zero playbooks, including health score triggers, risk alerts, renewal workflows, adoption campaigns, and expansion sequences.
• Use AI and automation tools, including ChatGPT, Copilot, Pro Short, and similar platforms, to improve efficiency and personalize customer outreach at scale.
• Identify churn risk and expansion opportunities using Churn Zero health scores, product usage data, Salesforce insights, and customer signals.
• Partner with the Director of Client Success, Strategic Accounts Team Lead, Rev Ops, 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 Churn Zero and Salesforce.
• Support escalated customer issues and help team members resolve complex customer situations.

• 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.…