Client Success Manager – Skincare & Wellness Tech

OSBORNE APPOINTMENTS LIMITED; Elstree; On-site; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Holidays 23+8

Pension

Life Insurance

Job summary

OSBORNE APPOINTMENTS LIMITED is seeking a Customer Service Manager to join our client’s expanding team in Elstree/Borehamwood. The role focuses on building strong relationships with professional customers across clinics, salons and spas, guiding onboarding, training and ongoing account development.

You will collaborate with Sales, Training, Technical Support and Marketing to deliver an outstanding customer experience, drive product adoption and retention, and maximise value from equipment and

Qualifications

• Experience in customer success, account management or a similar client-facing B2B role.
• Excellent communication, relationship-building and problem-solving skills.
• Proactive, organised and commercially aware, with the ability to manage a customer portfolio.

Responsibilities

• Manage a portfolio of professional salon, spa and clinic customers, building strong relationships and supporting retention and growth.
• Manage customer onboarding, including equipment implementation, training coordination and first-treatment support.
• Work with the Training team to support customer development, including advanced training and progression towards Advanced Clinic status.
• Understand customer business needs and provide practical support to increase treatment utilisation, bookings and retail sales.
• Identify at-risk accounts, retention opportunities and potential cross-selling opportunities, referring qualified leads to Sales.
• Support customer launches, campaigns, demonstrations, events and trade activity.
• Manage customer queries, complaints and service issues, working with Technical Support and Operations to ensure timely resolution.
• Maintain accurate CRM records and provide reporting on customer engagement, satisfaction, training, product adoption and account growth.
• Represent the company professionally across all customer interactions.

Skills

Excellent communication

Relationship-building

Problem-solving

CRM systems

Microsoft Office

Travel occasionally

Account management

Team collaboration

Tools

CRM systems

Microsoft Office

Job description

OSBORNE APPOINTMENTS LIMITED is seeking a Customer Service Manager to join our client’s expanding team in Elstree/Borehamwood. The role focuses on building strong relationships with professional customers across clinics, salons and spas, guiding onboarding, training and ongoing account development.

You will collaborate with Sales, Training, Technical Support and Marketing to deliver an outstanding customer experience, drive product adoption and retention, and maximise value from equipment and