Customer Success Manager

Skin Clique is seeking a Customer Success Manager to help providers onboard to its internal platform and successfully manage and grow their businesses. The role partners with Product Design, Operations, Technology, and other teams to improve provider workflows, documentation, support, and platform tools.

Responsibilities:

• Own provider onboarding into the 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
• 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
• 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
• 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
• 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
• 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

Requirements:

• 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