Client Success Manager

Our clinic is a highly intimate, private, and upscale med spa with locations in Los Angeles, CA and New York City. We are seeking an experienced Client Success Manager to join our team. It is vital that you are comfortable corresponding and spending time with high-profile clients. Complete discretion and privacy are an absolute must.

Opportunity for Growth

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 or patient experience management background is preferred.

Role Overview

The Client Success Manager (CSM) and their capabilities are critical to us. They are the strategic extension of the Provider to create continuation of care while leading our client experience operations across both locations. The Client Experience Manager upholds, repeats, and counsels what the Provider recommends—never 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.

Mission and Core Purpose

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.

Knowledge and Responsibilities

The Customer Success Manager must be proficient enough in our 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.

Leadership & Team Management

The Client Experience Manager serves as the leader of our client operations team, managing reception staff across both locations and ensuring consistent service standards. They coordinate between Los Angeles and New York City to create seamless client experiences and optimize our operations for maximum efficiency and satisfaction.

Support During Treatments

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 ensures our clients receive the premium experience they expect while supporting our business growth.

Key Responsibilities

• Lead, manage, and train reception teams in LA and NY to deliver exceptional client service, ensure seamless patient flow, and uphold operational excellence.
• Oversee VIP and high-profile client management, providing personalized relationship-focused service and assisting with treatment prioritization and decision-making.
• Coordinate provider schedules, optimize client retention, and spearhead initiatives to enhance lead conversion rates across both locations.
• Support providers with complex billing, payment processing, treatment package creation, and custom solutions tailored within policy guidelines.
• Execute and track comprehensive client follow-ups, delegate communications, and educate clients about treatments, outcomes, and investment requirements.
• Collaborate on marketing initiatives, develop recognition programs, analyze client satisfaction and retention data, and manage operational improvements for continuous growth.

Qualifications

• Minimum of 4 years in client success, account management, or luxury service roles, and at least 2 years leading teams—ideally with experience in client experience manager jobs, customer success manager jobs, or clinic operations manager jobs within premium or medical spa settings.
• Background in health sciences, luxury hospitality, premium retail, or medical aesthetics is valued, but comprehensive training will be provided for those without direct aesthetics experience.
• Demonstrated ability to lead, motivate, and collaborate with teams in fast-paced, high-pressure environments while upholding professionalism and composure.
• Skilled in using CRM systems, Google Workspace, and scheduling tools; capable of handling rapid, effective communication across various channels.
• Proactive, solution-oriented, and confident in serving VIP clientele, providing guidance, building relationships, maintaining confidentiality, and setting the standard for team conduct.‍
• Creative, reliable, and flexible—able to deliver results, handle sensitive information, travel between locations as needed, and consistently adapt to business requirements.