Adoreal is hiring a Customer Success People Manager to ensure the operational success of our SaaS platform for aesthetic clinics worldwide. In this role, you will provide direct client support while leading a distributed team, designing scalable processes, and collecting feedback to improve the product.
What You'll Do
- Lead and manage a distributed team of 2 customer success associates across different time zones.
- Create and maintain outlines, playbooks, training guides, and processes for consistent customer support.
- Provide hands-on training sessions to clinic staff and troubleshoot technical issues.
- Ensure patient and clinic inquiries are covered with a 24-hour response time.
- Track and document bugs, common issues, and feature requests, providing weekly reports.
- Stay updated on new product features and work with the Product team to create Release Notes.
- Create self-service tools like FAQs, training videos, and documentation.
- Explore AI-driven automation to reduce repetitive support tasks.
What We're Looking For
- 3–5 years of experience in customer success, client services, or technical support.
- 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.
- 3-5 years of experience managing a team focused on hiring, interviewing, training, and performance management.
- 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 to support clients across global time zones, with occasional after-hours or weekend responsibilities.
Nice to Have
- Experience preferably within healthtech, digital health, or B2B SaaS.
Technical Stack
- Support ticketing systems
- CRM systems
- Knowledge base platforms
Team & Environment
You will lead and manage a small, distributed global support team of 2 customer success associates.
Benefits & Compensation
- Equity for every employee
Work Mode
This role is global, requiring flexible hours to support clients across different time zones.
Adoreal is an equal opportunity employer committed to fostering a diverse, inclusive, and fair workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic.
