Customer Success Manager

Skin Clique is a medically founded, nationwide aesthetics practice redefining how skin health is delivered. Rooted in science and evidence-based care, Skin Clique integrates skin health into the broader health conversation through personalized treatment plans and flexible care models. With a national footprint and a commitment to clinical excellence, Skin Clique is advancing skin health as an essential part of overall wellness.

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.

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.

• 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.

• Ensure all videos and system documentation reflect current features, workflows, and processes in Provider OS.
• Continually improve documentation for Provider OS, 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…