Customer Success Manager - Freelance, Remote

Department: Support & Leadership

Employment Type: Full Time

Location: Global+

Reporting To: Client via Magic

Compensation: $7.00 / hour

Description

About the Client
A rapidly growing healthcare technology company revolutionizing the MedSpa industry through their innovative all-in-one EMR platform. They provide comprehensive solutions for scheduling, compliance, charting, and payments specifically designed for MedSpa owners and Medical Directors. Their platform currently serves numerous clinics nationwide, helping them save administrative time while maintaining compliance and improving patient satisfaction.

Why does this role exist?
We're seeking a Customer Success Manager to be the driving force behind our clients' success, ensuring smooth implementation and sustained growth of our EMR platform across MedSpa clinics. This role is crucial in maintaining our commitment to exceptional client satisfaction while keeping churn rates below 1% monthly. The position bridges the gap between technical implementation and business success, helping MedSpa owners and Medical Directors maximize the platform's value. 

The Impact you’ll make

Client Onboarding & Implementation 

• Lead kickoff meetings and training sessions via Zoom
• Develop and deliver customized training workshops
• Guide clients through platform setup and configuration
• Ensure go-live readiness within 14 days

Relationship Management 

• Conduct regular health check-ins with clients
• Monitor client satisfaction through Intercom and NPS surveys
• Identify and address potential churn risks
• Maintain ongoing communication to ensure client success

Growth & Expansion 

• Identify and pursue upsell opportunities within existing accounts
• Recommend additional features based on client needs
• Drive product adoption across client organizations

Process Improvement 

• Collect and analyze client feedback
• Create and update knowledge base content
• Submit product enhancement requests
• Develop and optimize training materials

Skills, Knowledge and Expertise

Required:

• 2-3 years in Customer Success or Account Management within B2B SaaS
• Demonstrated experience conducting virtual training sessions and presentations
• Proficiency with CRM systems, particularly HubSpot
• Strong track record of maintaining high client satisfaction metrics
• Healthcare or MedSpa industry experience (preferred)
• WFH Set-Up:
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
  • Internet speed of at least 40MBPS
  • Headset with an extended mic that has noise cancellation and a webcam
  • Back-up computer and internet connection
  • Quiet, dedicated workspace at home

Your Superpowers:

• Exceptional verbal and written communication skills
• Strong presentation and training abilities
• Detail-oriented project management
• Empathetic approach to client relationships
• Problem-solving mindset
• Ability to translate technical concepts into business value
• Change management expertise

You should apply if… 

• You thrive in client-facing roles and building long-term relationships
• You're passionate about healthcare technology and its impact
• You enjoy being the bridge between technical solutions and business outcomes
• You're proactive in identifying and solving problems
• You're excited about helping businesses transform their operations

What to expect...

Work Setup:

• Remote position
• Must have a reliable internet connection and a quiet workspace
• Required to provide own computer with Intel Core i5 or something similar or higher operating system

Working Hours:

• TBD Schedule
• Occasional weekend availability for urgent matters
• 40 hours per week

Compensation:

• $7 per hour
• No benefits package included

Benefits