Customer Success Associate

Aerolase•Tarrytown, NY

1d•$65,000 - $75,000

About The Position

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 ensuring the sales-to-success handoff works as designed: each new customer is 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 programs that turn successful customers into advocates, define KPIs and growth and engagement goals, and develop reporting to measure the function. You 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.

Requirements

At least 2 years of experience in customer success, account management, or post-sale customer programs.
At least 2 years of program or project management experience.
Comfort designing and enforcing SLA-driven processes.
Excellent communication and writing skills, with thoughtfulness and attention to detail in internal and external communications.
Experience running customer lifecycle operations in a CRM and building reporting from it.
Experience developing and maintaining partnerships with key customers and opinion leaders.
Comfort creating presentations and storytelling with data.

Nice To Haves

Experience in capital equipment, medical devices, or aesthetics.
HubSpot experience preferred; Salesforce experience is a plus.

Responsibilities

Manage the post-sale relationship for 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 maintain the standard that representatives redirect post-close questions to Customer Success.
Act as the escalation point for SLA breaches, at-risk onboardings, training extending beyond week four, and customer red flags raised by the team.
Own the HubSpot customer success infrastructure, including Closed Won workflow triggers, SLA-backed milestone tracking, ticket hygiene, and reporting.
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 address the single biggest bottleneck each cycle.
Lead 60- and 90-day success reviews for key accounts, comparing outcomes with expectations set at sale.
Identify growth areas within existing accounts, drive expansion conversations (for example, Era + Neo and 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.
Collect and synthesize customer 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, including 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.