Customer Success Lead

Overview

The Customer Success Lead is responsible for driving operational excellence by managing a team of Customer Success Specialists (CSS) and ensuring the seamless delivery of client programs. This role blends people leadership with process optimization, requiring the Lead to bridge the gap between internal clinical/support teams and the client’s care delivery needs. You will be the primary driver of team accountability, client satisfaction, and the continuous refinement of technical workflows to ensure high-quality patient journeys.

Responsibilities

• Directly manage, support, and mentor a team of Customer Success Specialists, including but not limited to monitoring attendance and daily performance; facilitating onboarding and ongoing training; providing regular coaching and feedback; distributing and prioritizing workload; addressing team concerns and issues; and reporting on individual and team performance, outcomes, and progress.
• Hold ...