Client Success Lead - Onboarding, Support & Escalations

Aesthetix Media; Indianapolis (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

Aesthetix Media in Indianapolis offers a comprehensive Bootcamp Training program for new teammates. You’ll gain hands-on CRM mastery, client onboarding, ticket management, industry fundamentals, and professional communication standards.

The program emphasizes hands-on work from week one, with growth opportunities in customer success and account management as you progress through the bootcamp. This is a full-time role based in the Indianapolis area.

Qualifications

• 2+ years in customer support, client success, or account management.
• Experience with CRM and helpdesk platforms (GoHighLevel, Zendesk, Intercom, or similar).
• Strong understanding of digital marketing deliverables and campaign timelines.
• Ability to manage and train a small support team.
• Experience in healthcare, aesthetics, or agency environments is a strong plus.

Responsibilities

• Handle inbound client inquiries via email, phone, and live chat, with timely responses.
• Manage and prioritize support tickets, ensuring SLA targets are met.
• Lead client onboarding, coordinating with delivery teams for seamless setup.
• Create and maintain support documentation, SOPs, and FAQ resources.
• Train and mentor junior team members on tools, processes, and standards.
• Serve as escalation point for complex client issues across departments.
• Monitor client satisfaction with regular check-ins and feedback.
• Identify recurring pain points and work with product/delivery to improve.
• Generate weekly reports on ticket volume, resolution time, and CSat.
• Maintain client knowledge base articles for accuracy.
• Coordinate with account executives on client health and retention risk.

Skills

Customer support experience

People management

Digital marketing knowledge

Healthcare/aesthetics experience

Education

Bachelor's degree in Business Administration, Communications, Healthcare Administration, or related field

Tools

GoHighLevel

Zendesk

Intercom

Job description

Aesthetix Media in Indianapolis offers a comprehensive Bootcamp Training program for new teammates. You’ll gain hands-on CRM mastery, client onboarding, ticket management, industry fundamentals, and professional communication standards.

The program emphasizes hands-on work from week one, with growth opportunities in customer success and account management as you progress through the bootcamp. This is a full-time role based in the Indianapolis area.