Aerolase

As the Customer Success Associate at Aerolase, you own the post-sale customer lifecycle and the operating model that runs it. You are accountable for the sales-to-success handoff working as designed: every new customer formally transferred at close, introduced to their success owner within 24 hours, welcomed within five business days, and trained within two to four weeks of device delivery. You build the programs that turn successful customers into advocates, define KPIs and growth and engagement goals, and develop the reporting that measures the function.

You will report to the Director of Marketing and work closely with a small, high-impact marketing team, sales leadership, clinical training, and customer service to continuously improve the Aerolase ownership experience.

• Manage the post-sale relationship of Aerolase accounts across implementation, onboarding, training, and device adoption, serving as the senior point of contact for the corporate brand.

• Own the four-stage handoff model end to end: review every Handoff Brief for completeness, ensure warm introductions and welcome calls happen on SLA, and hold the standard that reps redirect post-close questions to Customer Success rather than answer them.

• Act as the escalation point for SLA breaches, at-risk onboardings, any training that extends beyond week four, and customer red flags raised by the team.

• Own the HubSpot customer success infrastructure: workflow triggers on Closed Won, SLA-backed milestone tracking, ticket hygiene, and the reporting built on top of it.

• Review redirect volume monthly and trigger re-introduction calls for accounts still routing questions to Sales after 60 days.

• Continuously improve onboarding, training, and growth processes; run the quarterly process review and fix the single biggest bottleneck each cycle.

• Lead 60- and 90-day success reviews for key accounts, comparing outcomes to the expectations set at sale.

• Identify growth areas within existing accounts, drive expansion conversations (for example, Era + Neo, Exci308), and hand qualified upsell opportunities to Sales.

• Develop and experiment with engagement and incentive structures, and build strategic partnerships with luminaries, key accounts, and key organizations to scale growth efforts.

• Serve as the voice of the customer: collect and synthesize feedback to drive continuous improvement across product, marketing, service, and clinical training.

• Prepare and educate customers on new features, releases, and protocols.

• Define, track, and report the function’s KPIs: time to warm introduction, time to welcome call, time to training complete, onboarding completion, post-training confidence, retention, and expansion.

• Work with Marketing and Sales to develop growth targets and forecasting.

• Guide and develop the Customer Success team, including specialists and associates: set playbook standards, review execution quality, and coach on customer situations.

• 2+ years of experience in customer success, account management, or post-sale customer programs; capital equipment, medical devices, or aesthetics experience preferred.

• 2+ years of program or project management experience; comfortable designing and enforcing SLA-driven processes.

• Excellent communication and writing skills, with a high level of thoughtfulness and attention to detail when communicating internally and externally.

• Experience running customer lifecycle operations in a CRM (HubSpot preferred; Salesforce a plus) and building reporting from it.

• Experience developing and maintaining partnerships with key customers and opinion leaders.

• Comfortable creating presentations and storytelling with data.