Customer Success Manager

Job not on LinkedIn

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 12%

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• Open for 1 day.
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Skin Clique

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

🏥 Healthcare

💄 Beauty

🧘 Wellness

Healthcare • Beauty • Wellness

Skin Clique is a consumer-facing aesthetic and wellness company that connects patients with board-certified providers for in-clinic treatments and clinically curated skincare products. It offers aesthetic procedures (injectables, dermal fillers, microneedling, chemical peels and related skin procedures), a provider-associated e-commerce shop for clinician-selected skincare, and medically supervised weight loss and wellness services including GLP-1 programs and hormone therapy. The site supports booking, provider search, and online purchases, and states it serves 60,000+ patients.

📋 Description

• Own provider onboarding into the EMR system and ensure successful orders, treatments, and key activity within the first 30 days • Identify onboarding friction and convert it into process or system feature improvements • Track time-to-first-booking and first appointment, shortening the time from onboarding to first closed invoice • Maintain videos and system documentation for current ProviderOS features, workflows, and processes • Improve ProviderOS documentation and related processes • Partner with support teams to improve generative AI answers and self-service help-center content • Serve as the primary human contact for provider platform questions, escalations, requests, and non-development fixes • Schedule proactive provider check-ins, identify issues, and assess demand for new features • Communicate releases, changes, and known issues to providers • Run provider feedback loops through interviews, in-app feedback, surveys, and standing channels • Synthesize feedback, prioritize high-value opportunities, and maintain a deduplicated needs backlog • Distinguish system, training, and process gaps and route them to the appropriate owner • Identify recurring support issues and develop actionable solutions • Produce weekly roll-ups covering bugs, impact analysis, regression signals, and early issue indicators • Close the loop on fixes and inform providers when issues are resolved • Partner with Product Design and Product Engineering on feature value and provider-satisfaction improvements • Participate in QA, UAT, and pre- and post-deployment smoke tests using real provider workflows • Own provider status and incident communications • Partner with engineering on instrumentation and surface critical themes • Improve onboarding time, provider time-to-value, ticket metrics, provider satisfaction, and provider efficiency

🎯 Requirements

• Must be located within the United States • Availability Monday through Friday, 9:00 AM to 5:00 PM ET • 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 • Consistent experience with enterprise platforms, including configuration changes, customer profile management, and basic troubleshooting • Comfort using tools like Claude to prototype experiences and synthesize data • Ability to use data and instrumentation to find opportunities and present findings clearly • Strong communication skills and a track record of creating documentation that improves customer experience • Experience with analytics and instrumentation tools such as Amplitude or Mixpanel • Experience managing feature toggle systems such as LaunchDarkly • Customer-first mindset and comfort handling difficult user issues • Experience within the Zendesk ecosystem and partnering on support workflows

🏖️ Benefits

• Variable compensation of up to 10% tied to onboarding and time-to-first-invoice metrics • Fully remote work within the United States • Full-time W2 employment • Reliable, quiet home workspace and strong, dependable Wi-Fi connection supported/required for remote work

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