Customer Success Specialist - Bilingual; French & English

Position: Customer Success Specialist - Bilingual (French & English)
About Hugel
Founded in 2001, Hugel is a South Korea–based global leader in medical aesthetics, specializing in the development and commercialization of botulinum toxin, hyaluronic acid fillers, skin boosters, threads, and biocosmetics. Over the past two decades, Hugel has built a strong global footprint, with commercial presence in approximately 70 countries and operations across nine international subsidiaries.

Leveraging strong global momentum, Hugel Aesthetics was formed as the Company’s dedicated North American business unit, established to lead commercialization in the United States, Canada and Australia. Backed by Hugel’s global scale and expertise, Hugel Aesthetics is a well-resourced, growth-oriented organization focused on expanding access to Letybo and establishing a strong, long-term presence in medical aesthetics.

Company Culture
We are rebuilding our Canadian organization, creating a culture that is intentionally different from traditional, highly layered companies. This is a rare opportunity to join at an early stage and help shape not only the business, but the way we work, lead, and grow together.

Our culture is rooted in high ownership, collaboration, and the belief that every voice matters. We value people who bring ideas, take initiative, and want a true seat at the table. In this environment, individuals are empowered to make an impact, move with agility, and help build what comes next.

Above all, we are deeply customer focused. We are committed to earning trust, building long-term partnerships, and delivering meaningful value through science, transparency, and integrity.

About the Role
The Customer Success Representative role sits at the center of our commercial engine — partnering closely with Field Sales and serving as a primary point of contact for our customers. This individual will play a critical role in delivering a seamless, high-touch customer experience while supporting revenue execution and scalable growth.

If you thrive in a fast-paced environment, enjoy building relationships, and want broad exposure across sales, customer success, and operations — this is a unique opportunity to make an impact.

What You’ll Do
Own the Customer Experience

Serve as a primary point of contact for inbound customer inquiries (phone, email, web)

Manage the full customer lifecycle, including onboarding, account setup, and ongoing support

Build strong, long-term relationships with practices and key stakeholders

Communicate proactively on order status, product availability, and account updates

Ensure accurate order execution, fulfillment coordination, and issue resolution

Document and manage all customer interactions in Salesforce; provide reports from Salesforce and maintain data integrity of accounts

Drive Inside Sales & Account Performance

Partner closely with Field Sales Representatives to provide insights on account performance, pipeline progression, and reorder activity

Proactively engage customers through outbound outreach (reorders, promotions, lifecycle touchpoints)

Support program enrollment, sample coordination, and promotional execution

Deliver consultative support through strong product and business knowledge

Enable Operational Excellence

Partner cross-functionally with Finance (AR), Supply Chain, and 3PL partners to resolve customer needs

Deliver a high-touch, best-in-class customer experience with professionalism and urgency

Manage multiple priorities in a fast-paced environment while meeting service expectations

Identify and drive process improvements to enhance efficiency and customer satisfaction
What You Bring
Required

3+ years of experience in customer success, inside sales, or account management (medical device, pharma, or aesthetics experience preferred)

Bilingual (French & English) – oral & written

Experience in a high-volume, fast-paced customer-facing environment

Strong communication, organization, and problem-solving skills

High attention to detail with the ability to manage competing priorities
Preferred

Experience with CRM (e.g. Salesforce) and ERP/order management systems (e.g. SAP)

Experience supporting field sales teams in a B2B healthcare clinic or aesthetics environment

Bachelor’s…