Customer Success Manager

New

Skin CliqueHealthcare aesthetics

Fully remote within the United States, Availability Monday through Friday, 9:00 AM to 5:00 PM ET.Full-TimeManager

SalaryCompetitive, variable compensation of up to 10% tied to onboarding and time-to-first-invoice metrics

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Job Details

Experience: 5+ years of experience in customer success, product management, or a closely related area focused on customer relationships and product optimization. 3 to 5 years of experience in a healthcare company or with a healthcare-related product.
Required Skills: Product ManagementCustomer SuccessZendesk

Have 5+ years of experience in customer success, product management, or a closely related area focused on customer relationships and product optimization.
Have 3 to 5 years of experience in a healthcare company or with a healthcare-related product.
Understand the processes and needs of healthcare users.
Have experience with enterprise platforms, including configuration changes, customer profile management, and basic troubleshooting.
Be comfortable using tools like Claude to prototype experiences and synthesize data.
Use data and instrumentation to identify opportunities and present findings clearly.
Have experience with analytics and instrumentation tools such as Amplitude or Mixpanel.
Have experience managing feature toggle systems such as LaunchDarkly.
Have experience within the Zendesk ecosystem and partnering on support workflows.
Have a track record of creating documentation that improves customer experience.
Be comfortable handling difficult user issues in a customer-supportive way.
Be available Monday through Friday, 9:00 AM to 5:00 PM ET.
Have a reliable, quiet home workspace and a strong, dependable Wi-Fi connection.

Own provider onboarding into the EMR system and support successful orders, treatments, and other key activity in the first 30 days.
Track time-to-first-booking and first appointment, and work with providers to shorten the time to their first closed invoice.
Keep ProviderOS videos, system documentation, and process documentation current and improve them over time.
Serve as the primary human contact for provider platform questions, escalations, requests, and non-development fixes.
Schedule proactive check-ins and communicate releases, changes, known issues, and incident status to providers.
Gather provider feedback through interviews, in-app feedback, surveys, and provider channels, then synthesize and prioritize needs.
Identify recurring support issues, produce weekly bug and impact roll-ups, and keep providers informed when fixes are resolved.
Partner with Product Design and Product Engineering to assess feature value and improve provider satisfaction.
Participate in QA, UAT, and pre- and post-deployment smoke tests using real provider workflows.

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