Founding Customer Success Manager

SmarterSwipe is launching a new business unit called Smarter EMR—a cutting‑edge EMR system designed specifically for Medspas. We’re seeking a Head of Customer Success who will lead our customer engagement from the beta rollout through full-scale launch and ongoing operations. This role isn’t just about supporting our initial beta; it’s about building scalable support processes that evolve as we grow.

Key Responsibilities:

• Beta Rollout & Ongoing Support:

  • Serve as the primary point of contact for our beta customers, ensuring a smooth rollout.
  • Continue to manage and enhance support processes as the platform scales beyond beta.

• Process & Documentation:

  • Develop and document comprehensive support procedures, categorizing customer issues into three buckets:
    1. Immediate Solutions: (e.g., password resets, basic questions) – create templated responses.
    2. Information Gathering: (e.g., technical issues, account-specific inquiries) – template questions to quickly obtain necessary details.
    3. Escalations: (e.g., refunds, special requests) – set clear escalation protocols (“I’m escalating this to [name], who will reach out within [time].”)
  • Ensure that every customer message is acknowledged within 5 minutes to set expectations.

• Training & Onboarding:

  • Create and record training videos and help documents for both customers and new support hires.
  • Develop SOPs for hiring, training, and onboarding new customer success representatives.

• Feedback & Continuous Improvement:

  • Collect detailed feedback from Medspa professionals and relay actionable insights to our development team to improve the product.

• Team Leadership:

  • Build and manage a high-performing customer success team, ensuring the support function scales effectively as we grow.

Qualifications:

• Medspa Experience:
  • Current or previous experience in a Medspa environment with a strong understanding of industry-specific workflows and challenges.
• Customer Support Skills:
  • Proven track record in delivering excellent customer service, with exceptional communication and problem-solving skills.
• Technical Aptitude:
  • Comfortable learning new technologies quickly; experience with EMR systems is a plus.
• Leadership & Adaptability:
  • Ability to build processes from the ground up and lead a team in a dynamic, startup environment.