Client Success Manager
Job Title: Client Success Manager
Reports to: Director of Operations
Job Summary:Our clinic is a highly intimate, private, and upscale med spa with locations in Los Angeles and New York City. It is vital that you are comfortable corresponding and spending time with high-profile clients. Complete discretion and privacy are an absolute must. This is a tremendous growth opportunity for the ideal candidate that has excellent customer service and communication skills, strong leadership abilities, and is able to multitask and manage teams, especially under stressful situations. The right person will genuinely add to our current team and evolve with the company long-term, not just simply come in and do a job. Experience in luxury service environments with team management and consultative sales is required. Medical aesthetics experience is preferred.
The Client Success Manager and their capabilities are critical to GoodSkin. They are the strategic extension of the Provider to create continuation of care while leading our client experience operations across both locations. The CSM upholds, repeats and counsels what the Provider recommends. This is not the other way around. They help the Client prioritize their respective treatments based on their goals, timeline and lifestyle while managing our reception teams to deliver exceptional service. We believe this role is essential in order to allow Providers to focus on outcomes and medical needs while ensuring operational excellence. As a CSM, you will focus on following up, retention, team leadership, and meeting the goals of our clients. A large portion of the CSM duties are to support clients with treatment decisions through consultative education rather than high-pressure sales. Although there is a revenue component, we do not focus on the sale but rather on helping the Client achieve their goals and best treatment outcome while building long-term relationships. The CSM must be proficient enough in our GoodSkin treatments to be able to answer treatment related questions for Clients and support Providers with quoting and billing. The CSM is not expected to know all answers, especially when pertaining to more medical based knowledge, therefore always deferring to the Provider.
The CSM serves as the leader of our client experience team, managing reception staff across both locations and ensuring consistent service standards. They coordinate between LA and NY to create seamless client experiences and optimize our operations for maximum efficiency and client satisfaction. While managing these teams, the CSM's main function during Client treatments is to provide excellent support to Providers by handling billing, payment processing, and detailed treatment discussions so Providers can focus on clinical care. An example of this would be creating custom treatment packages, processing payments, and providing comprehensive post-care education. Providing this level of sophisticated service and operational leadership is the only way to ensure our clients receive the premium experience they expect while supporting our business growth.
Key Responsibilities:
- Lead and manage reception teams across both LA and NY locations to ensure consistent, exceptional client service
- Manage high-profile and VIP clients directly, providing sophisticated relationship management and discretionary service
- Assist clients in prioritizing their treatment plans and helps to make informed decisions about procedures recommended by providers
- Support providers during appointments by handling detailed billing, payment processing, and treatment package creation
- Create custom treatment packages and apply appropriate discounts within company policies to meet client needs
- Take ownership of client retention across both locations, maintaining set retention rates through proactive relationship management
- Lead conversion optimization, working with marketing team to increase the lead-to-client conversion rate
- Responsible for following up on all consultation quotes and treatment recommendations with systematic tracking
- Coordinate seamlessly between LA and NY locations for clients who travel or transfer care
- Optimize provider schedules across both locations to achieve maximum utilization and client convenience
- Train and develop reception staff on GoodSkin protocols, client service excellence, and sales support
- Participate in marketing initiatives including approved photography sessions and client appreciation events
- Responsible for meeting with providers and marketing team regularly to ensure client experience from front end to back end exceeds expectations
- Perform comprehensive follow-ups with clients through our messaging system within 24-48 hours post-treatment and ongoing
- Manage and delegate client communication tasks to reception team while handling complex situations personally
- Educate clients about treatments we offer, how they work, expected results, and investment required in a consultative, relationship-focused manner
- Develop and implement client retention programs, referral initiatives, and VIP client appreciation strategies
- Handle complex billing situations, payment plans within policy, and revenue optimization opportunities
- Reconcile scheduling inefficiencies, optimize utilization, and manage client flow between locations
- Lead daily team huddles and contribute strategically to weekly operations meetings
- Track and analyze client satisfaction scores, retention rates, and conversion metrics for continuous improvement
- In rare instances of client emergencies, coordinate appropriate response and ensure continuity of care
Requirements:
- Must have a minimum of 4 years of experience in client success, account management, or luxury service environments
- Must have a minimum of 2 years of experience in team leadership or management roles
- Must have experience with consultative sales or client consultation in premium service settings
- Knowledge or background in health sciences, luxury hospitality, or premium retail preferred
- Medical aesthetics experience valuable but not required - we will provide comprehensive training
- Self-motivated and proven ability to lead teams and work in collaborative environments - a MUST
- Be comfortable working in a very busy, high-pressure environment while maintaining composure
- Be computer savvy and proficient in CRM systems, Google Workspace, and scheduling platforms
- Be willing to take initiative, lead by example, and manage others with confidence and professionalism
- VIP clients expect you to provide sophisticated service and have answers to their questions; therefore confidence in delivery and ability to escalate appropriately is a must
- Can take direction and provide constructive feedback to team members effectively
- Come up with creative solutions for client retention, team development, and operational improvements
- Know how to correspond effectively and quickly across multiple communication channels
- Build and maintain successful client relationships while developing team members
- Be reliable, responsible, trustworthy and able to manage confidential, high-profile client information
- Have a proactive, positive, and results-oriented approach to both client service and team leadership
- Courteous and professional attitude that sets the standard for team behavior
- Have passion, knowledge, and curiosity for aesthetics, luxury service, and team development
- Flexibility to handle various client requests, travel between locations, and adapt to business needs
- Demonstrate discretion and sophistication appropriate for celebrity and high-net-worth clientele
Benefits Package:
- Medical, dental, and vision insurance (company pays 50% of premiums)
- 12 days PTO + 7 paid holidays + California sick leave
- 401(k) with 3% company contributions
- Quarterly credit towards GoodSkin treatments
- 50% discount on RMÈD products
Growth Opportunities: This role is designed for someone who wants to grow with our expanding organization. Successful performance leads to advancement opportunities including Practice Manager roles, multi-location leadership, and strategic planning participation. We invest in our team members' professional development and provide clear pathways for career growth within our premium medical aesthetics practice.
Work Environment: You'll work primarily in our beautiful Los Angeles location while coordinating with our Manhattan team. Occasional travel to New York may be required to maintain relationships and ensure consistent service standards. This role offers the opportunity to work with sophisticated clientele in luxury medical aesthetics settings while building valuable leadership and business management experience.
Job Types: Full-time, Part-time
Pay: $35.00 - $40.00 per hour
Expected hours: 32 – 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Management: 2 years (Required)
Ability to Commute:
- Los Angeles, CA 90049 (Required)
Work Location: In person
