Company Overview: Comprehensive practice management solutions for the elective medical industry are essential for improving efficiency, and the client-centric culture of the PatientNow team is well-poised to continue delivering solutions that allow our customers to spend more time where they want to, with their patients. With our expanding line of products, we demonstrate our commitment to delivering purpose-built technology to medical aesthetics and wellness service providers in our ever evolving market. PatientNow continues to see Med Spa business growth, in addition to expansion in the areas of nutrition, weight loss and hormone replacement. PatientNow’s goal is to be the elective medical industry’s most trusted and intuitive practice management solution— fueled by innovation, integration, and strategic partnerships, delivered by a team with unrivaled grit.

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

Mission - PatientNow 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.

Values –

• Show up – being present and supportive: for each other 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. 

Position Summary: The Client Success Manager will cultivate strong relationships with PatientNow customers, driving positive business outcomes. As an RxPayments subject matter expert, they will support the Client Success team by leading customer discussions and delivering key enablement sessions. The role involves meeting KPIs, including exceeding gross revenue retention targets, identifying customer advocates, and conducting proactive business reviews. Prior customer-facing and payments experience is required, along with the ability to create innovative solutions for customers. This remote position reports to the Senior Director of Client Success.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage a diverse portfolio of customers using payment solutions, cultivating strong relationships to drive increased product and payment adoption.
• Act as a Subject Matter Expert (SME) to support the Client Success team, equipping them with the knowledge to foster organizational payment adoption.
• Introduce Integrated Payments to key strategic accounts, increasing payment attach rates and overall engagement.
• Provide best practices, content, and guidance to the assigned customer portfolio to optimize their use of payment solutions.
• Participate in team-wide training initiatives, demonstrating a growth mindset and leadership by example.
• Identify at-risk payment scenarios and create strategies to mitigate potential churn through proactive intervention.
• Conduct regular business reviews via scheduled and proactive phone outreach, ensuring ongoing customer success and satisfaction.
• Document all customer interactions in ChurnZero and Salesforce, maintaining accurate and up-to-date account information to manage the portfolio effectively.
• Stay informed on the latest updates to PatientNow software and industry trends to provide the most relevant insights to customers.

Competencies: To perform the job successfully, an individual should demonstrate the following.

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.

Education/Experience: 

• Experience in a customer-facing role, ideally with a background in payment processing
• Professional phone etiquette
• Familiarity with EMR and Practice Management software
• Proficient in using ChurnZero for tracking and managing customer journeys
• Strong discovery and problem-solving skills
• Clear and accurate written and verbal communication
• High personal and team accountability standards
• Strong sense of ownership and responsibility

Supervisory Responsibilities: This position does not have supervisory responsibilities.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit at a desk and work on a computer for prolonged periods. The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.