Your Mission
You are accountable for retention, expansion, and recurring revenue growth across Crisalix’s customer base.
Your primary objectives are to:
Drive predictable renewal, upsell, and cross-sell revenue.
Ensure every client delivers measurable ROI and business growth.
Build a high-performing Customer Success organization with strong commercial discipline.
Partner closely with Sales to align forecasting, pipeline, and growth strategy.
You will embed a data-driven, performance-focused culture where customer success and revenue growth go hand in hand.
Revenue & Expansion Leadership
You will:
Own renewal, upsell, and expansion revenue targets.
Build and manage a scalable post-sales revenue pipeline.
Lead strategic renewal and expansion negotiations.
Partner with Sales leadership on forecasting and revenue planning.
Personally close key account expansion and renewal deals.
Grow Clients: Partner with each clinic to actively drive their business development and revenue growth—not just platform usage, but real, measurable improvements in their performance and bottom line.
Maximize Client ROI: Personally and through your team, ensure every client extracts maximum value from our solutions, relentlessly focused on tangible results and business success.
Grow Accounts: Proactively identify opportunities for upsell, cross-sell, and upgrades, always rooted in delivering genuine value and new business outcomes for clients.
Optimize Churn and Renewals: Build strong relationships, proactively manage client health, and ensure every client’s objectives are met—making renewal the natural next step and keeping retention at industry-leading levels.
Lead by Example: Handle accounts directly to showcase best practices, set high standards, and continuously improve processes.
Drive CRM & Tool Innovation: Collaborate closely with the development team to adapt and improve the CRM and related client-facing tools, ensuring the Customer Success team has best-in-class technology for analytics, automation, and client insights.
Key Responsibilities
Strategic Leadership
Own post-sales revenue performance, including renewals, expansion, and account growth.
Define and execute the company-wide Customer Success strategy, directly supporting Crisalix’s retention, expansion, and growth objectives—including measurable growth for every clinic.
Own all Customer Success metrics—client ROI, clinic growth, adoption, retention, NPS, revenue expansion, customer satisfaction, and time-to-value.
You leave no customer behind—dedicating relentless effort to ensure every client’s success, unlocking unlimited upsell and cross-sell opportunities through exceptional service and partnership
Lead onboarding and ongoing training for clients, setting new standards and best practices.
Driving Client Value & Clinic Growth
Personally manage select key accounts and clinics to demonstrate excellence, identify new value opportunities, and set best practices.
Ensure every client and clinic realizes and understands tangible business results, with regular reporting on ROI, business growth, and key metrics.
Proactively identify and drive upsell, cross-sell, and upgrade opportunities—always rooted in genuine value creation and real business impact for clinics.
CRM & Technology Innovation
Collaborate proactively with development and IT teams to adapt, enhance, and automate the CRM and client-facing tools—enabling robust data-driven insights, streamlined processes, and seamless customer management.
Continuously optimize and automate Customer Success operations using AI, advanced analytics, and workflow automation—enabling real-time performance tracking, early issue detection, and precision control over team deliverables and client engagement.
Implement scalable processes to ensure consistent, high-quality service as the company grows.
AI-driven analytics and automation to optimize Customer Success operations.
Voice of the Customer
Systematically collect, analyze, and communicate client feedback internally to guide product, sales, and marketing improvements.
Develop structured feedback loops and customer success stories to support Crisalix’s commercial and product efforts.
Cross-functional Collaboration
Work closely with Sales, Product, and Marketing to ensure a seamless, high-impact customer journey and maximize customer lifetime value.
Co-develop strategies with Sales for revenue expansion, customer engagement, and measurable clinic business growth.
Executive Reporting
Prepare and deliver regular performance reports and strategic recommendations to the executive team, highlighting key successes, risks, and opportunities.
Success in This Role Looks Like
Every client measures and recognizes both the business impact and ROI of Crisalix, as well as the real growth of their clinic.
A data-centric Customer Success culture where individual and team performance are continuously measured, benchmarked, and elevated through clear, actionable insights.
Best-in-class control and management of Customer Success operations that balances focus, efficiency, and high-quality client service delivery.
Regular introduction of innovative standards and optimized processes that push the team’s capabilities and client results beyond industry norms.
Clinics thrive and expand, supported by your transformative leadership and the value delivered by Crisalix.
Churn and renewals are actively optimized; retention is industry-leading, and renewals, upsells, cross-sells, and upgrades are continually increasing.
The CRM and all CS tools are best-in-class, continually evolving to support clients.
Internal teams are aligned around customer value, clinic growth, and innovation.
Crisalix is recognized for delivering unmatched client and clinic success in the aesthetic medicine industry.
