Our Adecuado Candidate Would Have
Mission: 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.
• Embed a data‑driven, performance‑focused culture where customer success and revenue growth go hand in hand.
Revenue & Expansion Leadership
Your responsibilities include:
- 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.
- Partner with each clinic to actively drive business development and revenue growth, delivering tangible improvements in performance and bottom line.
- Maximize client ROI by ensuring every client extracts maximum value from our solutions.
- Proactively identify opportunities for upsell, cross‑sell and upgrades focused on genuine client value.
- Build strong relationships, proactively manage client health and ensure renewals are a natural next step, keeping retention at industry‑leading levels.
- Handle accounts directly to showcase best practices and continuously improve processes.
- Collaborate with the development team to adapt and improve the CRM and related client‑facing tools.
Key Responsibilities
Strategic Leadership
- Own post‑sales revenue performance, including renewals, expansion and account growth.
- Define and execute the company‑wide Customer Success strategy that supports retention, expansion and growth objectives.
- Own all Customer Success metrics—client ROI, clinic growth, adoption, retention, NPS, revenue expansion, customer satisfaction and time‑to‑value.
- Lead onboarding and ongoing training for clients, setting new standards and best practices.
Driving Client Value & Clinic Growth
- Personally manage key accounts and clinics to demonstrate excellence, identify new value opportunities and set best practices.
- Ensure every client and clinic realizes tangible business results with regular ROI reporting.
- Proactively identify and drive upsell, cross‑sell and upgrade opportunities grounded in real business impact.
CRM & Technology Innovation
- Collaborate with development and IT teams to enhance the CRM and client‑facing tools.
- Continuously optimize and automate Customer Success operations using AI, advanced analytics and workflow automation.
- Implement scalable processes to ensure consistent, high‑quality service as the company grows.
Voice of the Customer
- Collect, analyze and communicate client feedback to guide product, sales and marketing improvements.
- Develop structured feedback loops and customer success stories to support commercial and product efforts.
Cross‑functional Collaboration
- Work closely with Sales, Product and Marketing to ensure a seamless, high‑impact customer journey.
- Co‑develop strategies with Sales for revenue expansion, customer engagement and measurable clinic 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
- Clients recognize the business impact and ROI of Crisalix and the real growth of their clinic.
- A data‑centric Customer Success culture with continuous measurement and benchmarking.
- Best‑in‑class control and management of Customer Success operations balancing efficiency and high‑quality client service.
- Continual 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 transformative leadership and the value delivered by Crisalix.
- Churn and renewals are actively optimized; retention is industry‑leading.
- The CRM and all CS tools are best‑in‑class and 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.
About You
- Proven experience owning post‑sales revenue and expansion targets in B2B SaaS or similar sectors.
- Strong track record managing accounts with commercial KPIs.
- Experienced in leading renewals, upsell and complex account negotiations.
- Top performer with a benchmark for excellence in Customer Success and business growth.
- Transformative leader whose vision, innovation and results have redefined customer success in previous organizations.
- Standout record leading Customer Success or consulting sales functions in SaaS, medtech or similar B2B sectors, delivering high client satisfaction, retention and account growth.
- Demonstrated success in helping B2B clients grow their own business through strategic support and value creation.
- Consistently generates revenue expansion by uncovering client needs and creating new value.
- Proficient with numbers and transforms complex data into clear, actionable strategies.
- Experienced collaborating with development/IT to improve tools and workflows, leveraging the latest technology and automation.
- Proven experience onboarding clients using specialised third‑party software, including guiding complex technical setups and integrations.
- Thrives on continuously challenging the status quo, creating new standards of excellence, and inspiring teams to surpass goals.
- Expert at designing and implementing systems for laser‑focused control and oversight of team workflows.
- Strong experience building, developing and motivating high‑performing teams.
- Deeply committed to understanding and amplifying the client’s voice within the company.
- Persuasive and clear communicator, able to engage executive clients and inspire internal teams.
- Fluent in English; proficiency in Portuguese or Spanish is a strong plus.
- Tireless, solutions‑oriented and always raising the bar by example.
Compensation
The final package will reflect the candidate’s level, leadership track record and ability to own revenue outcomes.
About The Role
- First company in the aesthetic medicine industry to fuse Customer Success, Account Management and Revenue Leadership.
- Leads a revenue‑driving function that directly impacts client and clinic growth.
- Fast‑growing, international team with flexible location and competitive package.
- Clear path to senior leadership.
- Role sits at the intersection of Customer Success, Account Management and Revenue Leadership.
Application Process
To stand out, please include a short video introducing yourself, your background and why you are the right fit for this role.
Equal Opportunity Statement
We are an equal opportunity employer and we value diversity. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.
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