Head of Customer Success

📌 Job Title

Client Success Manager – Telehealth Launch (Clinic Accelerator)

📍 About Us

Clinic X builds and launches high-performance telehealth brands through our 45-day “Clinic Accelerator” program.

We work with entrepreneurs and physicians launching online clinics in regulated healthcare categories (weight loss, hormone optimization, longevity, etc.). We install the full infrastructure — branding, tech, automation, and clinical backend integration — so clients can launch fast and scale responsibly.

We are growing quickly and need a high-level Client Success Manager to own the client experience from onboarding through launch.

This is not entry-level support.

This is operational leadership inside a scaling company.

🎯 The Role

As Client Success Manager (CSM), you will own the entire client journey once a client signs.

Your mission:

Deliver a white-glove, structured, premium experience while ensuring projects move on time, on scope, and without chaos.

You are the bridge between:

Founder

Creative team

Tech team

Clients

You protect timelines.

You protect expectations.

You protect quality.

🧠 What You’ll Be Responsible For

1️⃣ Client Onboarding & Experience

Run structured onboarding calls

Guide clients through intake process

Set expectations clearly (timeline, scope, milestones)

Ensure compliance documentation is collected

Walk clients through next steps

2️⃣ 45-Day Project Management

Own delivery timeline for each clinic

Track phase progression (Phase 1–5)

Ensure tasks are assigned and completed

Identify bottlenecks early

Keep projects moving

You are not building the website.

You are making sure it gets built on time.

3️⃣ Communication & Reporting

Send weekly client updates

Manage milestone approvals

Coordinate revision rounds

Clarify deliverables

Prevent scope creep

Clients should never feel confused or ignored.

4️⃣ Expectation & Boundary Management

Reinforce what is included vs not included

Redirect out-of-scope requests

Manage difficult conversations professionally

Protect company margins

White-glove does not mean unlimited access.

5️⃣ Launch & Transition

Coordinate go-live readiness

Ensure all systems are operational

Deliver post-launch roadmap

Transition client to next phase (self-managed or performance tier)

6️⃣ Internal Coordination

Work inside ClickUp/Notion (or similar)

Maintain clean task tracking

Report delivery metrics to leadership

Identify recurring friction points

Suggest process improvements

You are expected to think operationally, not just execute.

🔎 Ideal Candidate Profile

You are:

Highly organized

Assertive but calm

Process-driven

Emotionally intelligent

Comfortable in high-ticket environments

Clear communicator

Detail-obsessed

Structured thinker

You must be comfortable managing:

Entrepreneurs

Physicians

High expectations

Tight timelines

🛠 Required Experience

3+ years in Client Success / Account Management / Project Management

Experience in marketing agency or SaaS environment preferred

Experience with high-ticket clients ($10K+ services)

Strong written and verbal communication

Familiar with CRM, task management tools

Comfortable leading Zoom calls

Able to manage 15–30 active clients at scale

🚀 Bonus (Not Required But Strongly Preferred)

Experience in telehealth or healthcare

Experience managing compliance-sensitive environments

Experience working with founders

Familiar with Shopify / funnel builds / automation systems

📈 Performance Metrics

You will be evaluated on:

On-time delivery rate

Client satisfaction

Scope containment

Reduced founder involvement

Reduced client confusion

Retention / upsell conversion

💰 Compensation

(Adjust based on your structure)

Option A:

$70K–$95K base salary (depending on experience)

Performance bonus tied to delivery metrics

Option B:

Base + performance incentive per successful launch

🧩 This Role Is NOT For You If:

You need constant direction

You avoid difficult conversations

You struggle with structure

You dislike fast-moving environments

You want a simple support desk role

🧠 This Role IS For You If:

You enjoy building systems

You love owning outcomes

You thrive in high-growth companies

You want to help build something at scale

You can think 3 steps ahead

📍 Work Environment

Remote

Full-time

Fast-paced

High ownership

Direct access to founder

🎯 How to Apply

Submit:

Resume

2–3 paragraph explanation of why you’re fit

A short Loom explaining how you would structure a 45-day client build timeline