Customer Success Manager

Title: Customer Success Manager Location: Remote

About Skin Clique

Skin Clique is the nation’s largest fully vetted, clinician-led practice uniting aesthetic treatments, wellness, and clinically curated skincare with more than 740 board-certified providers across 40 states. We are looking for a seasoned Customer Success Manager who can partner with our teams to help ensure providers coming into our business can quickly onboard into our internal platform and successfully manage and grow their business.

This role is critical as we scale our provider network in 2027 and improve the tools and systems we provide to those providers. You will work closely with Product Design, Operations, Technology, and other teams to surface gaps in our processes, identify opportunities to improve systems, and ensure providers have what they need to succeed.

Where You'll Work

This is a fully remote role, but we do have a few requirements to ensure strong collaboration with our providers and core team:

• You must be located within the United States.
• Availability Monday through Friday, 9:00 AM to 5:00 PM ET.
• A reliable, quiet home workspace and a strong, dependable Wi-Fi connection are essential.

What You’ll Do

Ensure Successful Onboarding of New Providers

• Own provider onboarding into the EMR system and ensure successful orders, treatments, and other key activity within the first 30 days.
• Highlight onboarding friction and turn it into actionable solutions, either as process changes or as feature changes in the system.
• Track time-to-first-booking and first appointment, and work with providers to shorten the time between onboarding and first closed invoice.

Keep Documentation Up to Date

• Ensure all videos and system documentation reflect current features, workflows, and processes in ProviderOS.
• Continually improve documentation for ProviderOS, the centerpiece of our provider experience in 2027, and the processes around it.
• Partner with support teams to improve generative AI answers and self-serve help center content.

Act as First-Line Concierge Support for Providers

• Serve as the primary human contact for platform questions, escalations, requests, and non-dev fixes.
  
• Schedule proactive check-ins with key providers to confirm their needs are being met, uncover potential issues, and gauge demand for new features.
  
• Communicate releases, changes, and known issues to providers in plain language.

Be the Voice of the Provider

• Run a continuous feedback loop through scheduled interviews, in-app feedback, surveys, and a standing channel for top providers.
• Synthesize feedback into themes with evidence (how many providers, how often, revenue or time impact) and prioritize the highest-value opportunities with the team.
• Maintain a prioritized, deduplicated needs backlog that product and engineering can pull from.
• Distinguish system gaps from training gaps and process gaps, and route each to the right owner.

Partner to Triage Support Tickets and Prioritize Fixes

• Identify recurring issues and turn them into actionable solutions for the team.
• Produce a weekly roll-up with bugs and impact analysis, regression signals, and early indicators of issues the team can resolve proactively.
• Close the loop on fixes and keep providers informed when their issues are resolved.

Platform Ownership

• Partner with Product Design and Product Engineering to determine feature value and the highest-impact opportunities to improve provider satisfaction.
• Participate in QA, UAT, and pre- and post-deploy smoke tests against real provider workflows to protect provider productivity.
• Own status and incident communication to providers when something breaks.
• Partner with engineering on instrumentation and surface the critical themes that need attention.

What Success Looks Like

• Time to complete onboarding stays low.
• Time-to-value for new providers (first invoice, first dollar) keeps improving.
• Provider ticket volume, first-response time, and resolution time are on track.
• Providers stay satisfied with the tools and their support experience.
• Improved provider efficiency, with less time on admin and more time with patients.
• Strong alignment with Skin Clique's brand voice and service excellence standards.

What You Bring

• 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, with an understanding of the processes and needs of healthcare users.
• 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 to present findings clearly to others.
• 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 to help power users beta test new features.
• A customer-first mindset and comfort handling difficult user issues in a way that leaves the customer feeling supported.
• Experience within the Zendesk ecosystem and with partnering on support workflows.

Structure & Details

• Type: Full-time, W2
• Location: Fully remote within the United States
• Compensation: Competitive, variable compensation of up to 10% tied to onboarding and time-to-first-invoice metrics
• Experience level: Mid to senior (5+ years)