Team Lead, Client Success

Description

The Team Lead, Client Success is a working leader who carries an assigned book of accounts while serving as the day-to-day resource, quality check, and mentor for the Client Success Manager team. This role reinforces consistent execution of the client journey, supports the onboarding and ramp of new team members, and surfaces account risk early to the Manager. The Team Lead does not hold formal performance management authority but provides regular input on team member development.  

Requirements

•  Own the post-onboarding client relationship for the assigned book, driving adoption, utilization, retention, and growth in line with the Client Success Manager job description. 
• Own account health for the assigned book, tracking leading risk indicators and driving structured resolution plans before risk becomes a retention threat. 
• Lead business reviews, deliver ROI reporting, and qualify expansion signals for the assigned book, handing Business Development vetted, well-contextualized leads. 
• Model the standard the team is held to; the assigned book is intentionally reduced to create capacity for the leadership responsibilities below. 
• Act as the first point of contact for Client Success Managers on day-to-day questions covering account strategy, workflow, client communication, and escalation judgment. 
• Support the onboarding and ramp of new Client Success Managers, delivering role-specific training, shadowing, and reverse-shadowing under the direction of the Manager. 
• Perform quality review of client-facing deliverables before they go out, including business review materials, ROI reports, account plans, and stakeholder communications. 
• Peer-review at-risk account resolution plans and utilization recovery strategies, surfacing emerging risk to the Manager early. 
• Provide account coverage and continuity during PTO, leave, transitions, and unassigned account periods to protect client relationships and service levels. 
• Join Client Success Manager client calls for difficult conversations, escalations, and complex stakeholder situations, modeling effective handling and coaching afterward. 
• Maintain team playbooks, templates, and standard operating procedures; identify process gaps and recommend improvements to the Manager. 
• Pilot new processes, tools, reporting, and workflows ahead of team-wide rollout, providing structured feedback and supporting adoption. 
• Facilitate recurring team huddles, account review sessions, and knowledge-sharing forums as delegated by the Manager. 
• Monitor CRM/CS platform data completeness across the team and prompt corrections. 
• Provide regular input to the Manager on team member performance, development needs, and readiness for additional account complexity; does not hold formal performance management authority. 
• Travels to client sites for business reviews, strategic purposes and other client success activities. 
• Stays current in job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organizations 
• Performs other duties as assigned 

KNOWLEDGE, SKILLS AND ABILITIES:  

• Proven experience as a Client Success Manager, Account Manager, or in a comparable role, with demonstrated success managing an assigned book of accounts; Healthcare consulting experience preferred. 
• Demonstrated ability to mentor, train, and provide constructive feedback to peers without formal authority. 
• Strong quality orientation, with the ability to review client-facing work for accuracy, clarity, and consistency with team standards. 
• Proven success in building and managing relationships with direct client contacts and high-level executives, providing the utmost professionalism and customer service. 
• Demonstrates the ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and c-level. 
• Formidable organizational skills, ability to multi-task and manage various project elements simultaneously while maintaining sharp attention to detail. 
• Working knowledge of healthcare revenue cycle, UM and/or HIM strongly preferred; knowledge of core hospital system departments/infrastructure helpful. 
• Ability to build, interpret, and present ROI, KPI, client health, and sentiment reporting to internal and external stakeholders. 
• Experience with CRM Software (i.e Salesforce, ZOHO CRM or Hubspot) and MS office suite (particularly Excel) 
• Excellent listening, negotiation and presentation abilities; strong written and verbal communication skills 
• Ability to work independently, needing minimal supervision. 

WORK EXPERIENCE, EDUCATION AND CERTIFICATIONS:  

• 3+ years of experience in Client Success, Account Management, or a related client-facing role required. 
• Prior experience mentoring, training, or serving as a subject matter resource for peers preferred. 
• Bachelor’s degree in business, sales, healthcare administration or relevant field preferred 
• Previous experience in Healthcare Revenue Cycle services preferred. 

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:  

• Conditions typically associated with an office environment.  While performing the essential duties and responsibilities, the employee is regularly required to talk or hear.  May be frequently required to sit, stand, or walk.  Moderate to prolonged reading, typing, and computer work.  Ability to perform tasks involving physical activity that may include lifting up to 25 pounds.  Subject to exposure to all environmental hazards associated with healthcare and office work.  Requires periodic travel to client sites for business reviews, go-lives, and other client success activities, including occasional overnight travel.