Customer Success Manager

Osborne Appointments; Greater London; On-site; GBP 50,000 - 55,000; Full time

Benefits offered by this job

Pension

Life Insurance - 2 x Salary after 6 mo

31 days annual leave

Job summary

Osborne Appointments is recruiting for a Customer Success Manager to join our client's growing team. Based in Elstree, you will nurture relationships with salons, spas and clinics, guiding onboarding, training and ongoing account development to maximise product adoption and retention.

You will collaborate with Sales, Training, Technical Support and Marketing to deliver an exceptional customer experience, travel occasionally to customers and events as required.

Qualifications

• Experience in customer success or B2B account management.
• Excellent communication and relationship-building skills.
• Willingness to travel occasionally to customers and events.
• CRM, ERP or customer service systems experience desirable.

Responsibilities

• Manage a portfolio of professional salon, spa and clinic customers.
• Onboard equipment, coordinate training and provide first-treatment support.
• Support customer development and progression toward Advanced Clinic status.
• Identify opportunities to increase utilization, bookings and retail sales.
• Refer qualified leads to Sales when appropriate.
• Coordinate launches, campaigns and events; handle service issues promptly.
• Maintain CRM records and provide engagement and growth reporting.
• Represent the company professionally in all interactions.

Skills

Customer success experience

Excellent communication

Proactive and organised

Customer service focus

CRM proficiency

Microsoft Office

Travel willingness

Industry knowledge (beauty/skincare)

Education

Beauty/skincare qualifications desirable

Tools

CRM systems

ERP / customer service systems

Digital communication tools

Job description

OA are recruiting for a Customer Success Manager to join our client's growing team.

Our client is a leading provider of professional skincare technology, treatment systems and skincare products to salons, spas and aesthetic clinics.

We are looking for an enthusiastic and commercially minded Customer Success Manager to build strong, long-term relationships with professional customers. You will support clinics, salons and spa partners throughout their customer journey, from onboarding and training through to account development, product adoption and retention.

You will act as a trusted partner, helping customers maximise the value of their equipment, treatment protocols, training and retail opportunities. This is a highly collaborative role, working closely with Sales, Training, Technical Support, Marketing, Operations and Quality to deliver an exceptional customer experience.

Location: Elstree, Borehamwood

Hours: Monday to Friday, 9am-5:30pm. Office based.

Salary: £50,000-£55,000

Customer Success Manager Benefits

• 23+8 holidays (3 mandatory over Xmas period)
• Pension
• Life Insurance - 2 x Salary after 6 months' service
• 31 days annual leave inclusive of bank holidays

Customer Success Manager Key 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.

Customer Success Manager Skills & Experience

• 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 and competing priorities.
• Strong customer service focus and confidence handling customer concerns.
• Confident using CRM systems, Microsoft Office and digital communication platforms.
• Willingness to travel occasionally to customers and events.
• Experience within beauty, aesthetics, skincare, medical devices, wellness or professional services is desirable.
• Knowledge of salon, spa, clinic or aesthetic business operations is desirable.
• Experience with professional equipment, customer onboarding, training or account development is desirable.
• Experience using CRM, ERP or customer service systems is desirable.
• Beauty therapy, aesthetics, skincare or related qualifications are desirable.
• Customer-focused, professional and commercially minded.
• Proactive, dependable and confident taking ownership.
• Resilient and comfortable handling challenging conversations.
• Collaborative and confident working across teams.
• Organised, detail-oriented and strong on follow-up.
• Passionate about the beauty, skincare and aesthetic industries.