Customer Success Manager

New

Skin CliqueHealthcare aesthetics

Fully remote within the United States, 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, with an understanding of healthcare users’ processes and needs.
Bring consistent experience with enterprise platforms, including configuration changes, customer profile management, and basic troubleshooting.
Be comfortable using tools such as Claude to prototype experiences and synthesize data.
Be able to 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 to support power-user beta testing.
Have experience within the Zendesk ecosystem and partnering on support workflows.
Have strong communication skills and a track record of creating documentation that improves customer experience.
Bring a customer-first approach and comfort handling difficult user issues in a supportive way.
Be located within the United States and 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 during 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, workflows, and processes up to date.
Serve as the primary human contact for provider platform questions, escalations, requests, and non-development fixes.
Schedule proactive check-ins with key providers and communicate releases, changes, and known issues in plain language.
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 about resolutions.
Partner with Product Design and Product Engineering on feature value, instrumentation, and opportunities to improve provider satisfaction.
Participate in QA, UAT, and pre- and post-deployment smoke tests against provider workflows.
Own status and incident communications to providers when platform issues occur.

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