Client Success Lead

Position: Client Success Lead

Department: Client Success (CXM)

Reports To: Head of Product & Customer Experience

Location: Sri Lanka (Remote)

About Mouse Soft

Mouse Soft has been delivering healthcare software solutions for over 30 years and is trusted by specialist practices, day hospitals, small to medium hospitals and healthcare providers across Australia. Our next-generation cloud platform, MedNext, is transforming healthcare through intelligent, paperless, AI-powered solutions.

Position Summary

The Client Success Lead is responsible for ensuring every customer receives an outstanding experience throughout their journey with Mouse Soft. The role leads the Client Success team and owns customer onboarding, implementation excellence, customer retention, account management, customer satisfaction and continuous improvement.

Key Responsibilities

• Lead and mentor the Client Success team.

• Own customer onboarding, implementation and go-live processes.

• Drive customer retention and customer health initiatives.

• Manage escalations and strengthen customer relationships.

• Develop and improve standard operating procedures.

• Work closely with Sales, Product, Delivery, QA, Engineering and Finance.

• Report on departmental KPIs and performance.

Key Performance Indicators

• Customer Retention Rate

• Customer Satisfaction (CSAT)

• Net Promoter Score (NPS)

• Onboarding Completion Rate

• On-Time Go-Live

• Customer Health Score

• Escalation Resolution Time

• Implementation Quality

• Team Performance

• Continuous Improvement

Career Path

Client Success Associate → Client Success Executive → Client Success Specialist → Senior Client Success Specialist → Client Success Lead

Skills & Experience

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• 5+ years in Customer Success, Account Management, Client Services or Software Implementations.

• Previous leadership or team management experience.

• Excellent spoken and written English.

• Strong organisational, communication and stakeholder management skills.

• SaaS or healthcare software experience is desirable.

• Experience with CRM/project management platforms and AI productivity tools is advantageous.