PatientNow

Role Description 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. - 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. Qualifications - 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. Requirements - 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.

• Provide software application support for PatientNow customers via phone, email, and ticketing systems. • Assist clients with all aspects of the PatientNow platform, helping them maximize operational efficiency, revenue growth, and patient satisfaction. • Diagnose and resolve software-related issues as well as hardware integrations involving scanners, barcode readers, cameras, and payment processing devices. • Guide customers through troubleshooting steps and clearly communicate solutions in a professional, user-friendly manner. • Accurately document customer interactions, issue details, and resolutions within the CRM and ticketing system. • Identify, prioritize, and escalate complex or high-impact issues according to established support procedures. • Conduct customer follow-up and scheduled callbacks to ensure issues are resolved and customer expectations are met. • Recommend alternative solutions and best practices that improve customer outcomes and platform adoption. • Stay current on PatientNow products, new feature releases, industry trends, and support processes. • Contribute to a customer-first culture focused on responsiveness, accountability, and continuous improvement.

• Oversee all activities of the accounting department • Managing audit ready systems and records • Manage monthly, quarterly and annual close process to ensure the accurate and timely dissemination of financial management reports including, but not limited to, internal and external monthly financial statements • Oversee AR/Collections team including, billing, collections and cash posting • Develop, implement, and maintain financials controls and guidelines for the organization that verify the integrity of all systems, processes and data • Oversee the activities of the Accounts Payable function, ensuring the accurate and timely processing of accounts payable, purchase orders, employee expense reports and cash control • Oversee and manage the annual external audit process including interactions with outside audit firm • Oversee and manage tax compliance (income tax and sales tax) to ensure the accurate and timely completion of all corporate tax returns including interactions with outside audit firm • Respond to CFO with accurate and timely work to facilitate the monthly reporting of results to the Executive team and the Board • Participate in a wide variety of special projects and compile a variety of special reports. • Manage/assist in Finance software integrations as needed • Interact and communicate with cross functional co-workers, management, clients and others in a courteous and professional manner

• Generate qualified sales opportunities through a combination of inbound lead follow-up and strategic outbound prospecting efforts. • Engage prospective customers through phone, email, text, LinkedIn, and other personalized outreach methods to drive meaningful conversations. • Schedule qualified product demonstrations for Account Executives. • Conduct discovery conversations to understand prospect needs, business challenges, and operational goals within the aesthetics and wellness industry. • Build and maintain a healthy pipeline of opportunities by consistently executing outbound campaigns and follow-up activities. • Develop a strong understanding of PatientNow’s products, value proposition, and industry landscape to effectively position solutions. • Accurately document prospect interactions, activities, and pipeline updates within Salesforce and Outreach.io. • Collaborate closely with marketing and sales leadership to improve lead conversion rates and overall sales effectiveness. • Consistently achieve or exceed monthly and quarterly activity and pipeline generation targets. • Contribute to a positive, high-performance team culture through collaboration, feedback, and continuous improvement.

• Own revenue performance within a defined territory, including both new business acquisition and expansion within existing accounts • Own the full sales cycle: prospecting, discovery, solutioning, closing, and expansion • Build and manage a pipeline of both new business opportunities and existing customer growth • Develop strong relationships with prospects and customers within a defined territory to understand their needs and identify opportunities for value creation • Drive new customer acquisition while expanding revenue and product adoption within existing accounts • Conduct product demonstrations and present tailored solutions aligned to customer goals • Develop and deliver proposals, pricing, and contract negotiations • Partner cross-functionally with Marketing, Customer Success, and Product to drive customer outcomes and revenue growth • Maintain accurate pipeline management and provide reliable revenue forecasting • Identify market trends and customer insights to inform sales strategy and product feedback • Represent the company at industry events, conferences, and customer meetings

• Partner with Account Executives and Client Success teams to support deal strategy and customer outcomes across a defined territory or segment • Lead discovery conversations to understand customer workflows, operational challenges, business goals, and technical requirements • Design and deliver tailored product demonstrations, technical presentations, and proof-of-concept engagements aligned to customer needs • Translate customer requirements into scalable, value-driven solutions that support business growth and operational efficiency • Support deal progression and closure by addressing technical, operational, integration, and implementation considerations • Influence revenue outcomes by improving win rates, deal velocity, product adoption, and overall customer confidence throughout the sales process • Serve as a trusted advisor to prospects and customers by providing strategic guidance and product expertise • Support customer-facing initiatives including webinars, trade shows, events, and educational sessions • Partner with external consultants and strategic partners to support solution positioning, enablement, and customer success initiatives • Collaborate cross-functionally with Sales, Product, Implementation, and Client Success teams to ensure alignment across the customer lifecycle • Contribute to the development and continuous improvement of demo environments, technical collateral, competitive positioning, and enablement resources • Capture customer insights and market feedback to help inform product strategy and go-to-market initiatives

• Own the end-to-end onboarding experience for new customers • Configure and customize the PatientNow platform • Manage onboarding timelines, milestones, and deliverables • Deliver clear, engaging training sessions • Guide customers through change management

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

• Design and improve Sales and Customer Success processes to increase pipeline velocity, conversion rates, and net revenue retention • Build and manage automation across the GTM tech stack to improve efficiency and scalability • Own non-Salesforce GTM systems such as Proshort, GoodWork, and Hex, ensuring strong data quality and usability • Partner with Marketing, Sales, and Customer Success leaders to define KPIs, reporting, and dashboards • Develop and manage quotas, compensation plans, and commission structures aligned to business goals • Design and maintain territory and segmentation models across the full customer lifecycle • Identify gaps and inefficiencies in the funnel and implement solutions to improve performance • Improve pipeline generation and acceleration through better lead routing, scoring, and follow-up processes • Analyze data to provide insights and recommendations on growth, retention, and expansion opportunities • Collaborate with Product, Engineering, Finance, and GTM teams to align systems, data, and processes

• Clean, normalize, and map incoming client data to ensure consistency and usability within the PatientNow platform • Execute data imports using internal tools and pre-built templates while ensuring data integrity and completeness • Identify, troubleshoot, and resolve data-related issues throughout the implementation lifecycle • Collaborate with Implementation Specialists to understand client use cases, business workflows, timelines, and technical requirements • Communicate directly with clients to collect data files, clarify requirements, and guide them through migration best practices • Provide ongoing support to clients by answering data-related questions and ensuring proper formatting standards are followed • Perform detailed quality assurance to validate imported data, ensuring accuracy and alignment with defined project scope • Maintain thorough documentation of data mappings, import history, validation results, and issue resolution for audit and support purposes • Work closely with Development Operations to monitor, prioritize, and complete data import tasks within defined SLA expectations • Contribute to the continuous improvement of migration processes, templates, internal tools, and documentation • Partner with Product and Engineering teams to escalate data structure limitations, identify integration needs, and provide feedback on customer pain points • Configure and maintain automated lead intake solutions that connect client websites with the PatientNow EMR system, ensuring accurate and timely creation of prospective patient records