Customer Service Manager

Manage the post-sale customer experience from initial handoff through onboarding, adoption, and ongoing account support. Serve as the primary customer contact, delivering clear communication and timely follow-up throughout the customer lifecycle. Coordinate onboarding activities, including welcome communications, account setup, system access, and training scheduling. Partner with Clinical, Sales, Marketing, and Customer Service teams to ensure a seamless onboarding experience. Educate customers on device utilization, treatment positioning, pricing strategies, marketing initiatives, social media best practices, and business development opportunities. Conduct proactive outreach and regular check-ins to assess customer satisfaction, utilization, goals, challenges, and overall success. Identify opportunities for referrals, additional devices, expanded services, and account growth, coordinating follow-up with the Sales team as appropriate. Maintain accurate customer records and onboarding milestones within HubSpot. Support customer access to the Aerolase Customer Portal, educational materials, marketing resources, and digital tools. Assist in developing and improving onboarding materials, customer communications, campaigns, and enablement resources. Gather customer feedback and share insights with internal stakeholders to improve processes, resources, and the overall customer experience. Collaborate across departments to ensure customer needs are resolved efficiently while maintaining a high level of service and continuity.