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Customer Success Manager (Aesthetic Clinics) at Adoreal. Who We Are . We are a fast-growing vertical SaaS company that leverages innovation and disruptive technologies to improve consumer experiences, outcomes, and predictability in elective medicine. Our team thrives on challenges, embraces change, and is dedicated to transforming our industry. .  Adoreal is scaling rapidly, and this role is designed to support growth. As we automate more of our content production, scheduling, and reporting processes, we are looking for a strategic operator who can take on high-impact work that supports both our social media and broader growth marketing efforts. . Who We Are Looking For. We are seeking a proactive and empathetic Customer Success Manager with a passion for technology and a proven ability to support US based clients. You should be a confident communicator with native-level English fluency, able to manage conversations with professionalism, clarity, and cultural sensitivity. You are capable of listening and managing customer needs, and also able to confidently navigate and resolve complex technical issues. . The ideal candidate has hands-on experience managing support tickets and troubleshooting workflows, ideally in a SaaS or digital health environment. You’re organized, collaborative, and tech-savvy—eager to identify customer pain points, translate feedback into product insights, and reduce operational friction through self-service tools and automation. . Responsibilities . . The Customer Success Manager (CSM) is the first point of contact for clinics and consumers and is responsible for both direct client support and leading the operational success of the global support team. This includes:. . . . Team Leadership & Development. Lead and manage a small, distributed team of 2 customer success associates across different time zones, fostering collaboration, accountability, and high performance.. Provide regular coaching, performance feedback, and professional development support.. Define clear goals, roles, and responsibilities to ensure team alignment and coverage. . . . Process Design & Enablement. Create and maintain clear . outlines, playbooks, training guides, and processes. to enable the team to deliver consistent, high-quality customer support.. Continuously evaluate and improve operational workflows to enhance scalability, efficiency, and client satisfaction. . . . System Training & Troubleshooting. Provide hands-on training sessions to clinic staff.. Troubleshoot technical issues in collaboration with internal teams.. Act as the system knowledge expert for clinic staff, resolving operational queries. . . . Customer Support & Issue Resolution. Ensure patient inquiries and clinic issues are covered at all times, with a 24-hour response time for all support requests.. Coordinate internally to escalate critical issues to the right teams when needed. . . . Collect & Summarize Feedback. Track and document bugs, common issues, and feature requests.. Provide weekly reports to Product Managers & Growth Development Executives (GDEs).. Identify patterns and recurring pain points to help improve the platform. . . . Support Product Releases. Stay updated on new features, UI updates, and bug fixes.. Work with the Product team to create Release Notes for clinics.. Ensure clinics and team members are properly trained on new features. . . . Resource Development & Automation. Create self-service tools (FAQs, training videos, documentation).. Explore AI-driven automation (e.g., chatbots, predictive troubleshooting) to reduce repetitive support tasks.. . .  . . . 3–5 years of experience. in customer success, client services, or technical support—preferably within healthtech, digital health, or B2B SaaS. . . Proven experience working with . international healthcare clients. and supporting multi-region deployments. . . Strong familiarity with . support ticketing systems. including triaging, prioritizing, and resolving technical issues. . . Competence in . basic troubleshooting and escalation processes. , working cross-functionally with product and engineering teams. . . Comfort using tools such as. CRM systems. , and knowledge base platforms. . . Experience creating or maintaining . help center content. , training documentation, or self-service resources. . . Excellent organizational skills and a mindset oriented toward . efficiency, scalability, and proactive problem-solving. . . . Willingness to work flexible hours as needed to support clients across . global time zones. , with occasional after-hours or weekend responsibilities.. . Company Location: United States.