Customer Success Manager

Customer Success Manager

Location: Elstree, Hertfordshire
Employment type: Full-time, permanent
Reports to: Operations Lead
Salary: Competitive, dependent on experience
Travel: Occasional travel to customer sites, clinics, exhibitions and training events

About CACI International

CACI International is a leading provider of professional skincare technology, treatment systems and retail skincare products to beauty salons, spas and aesthetic clinics. With more than 10,000 clinics worldwide, CACI is recognised for its innovative, results-focused approach to skin rejuvenation and non-surgical aesthetic treatments.

The company delivers structured professional development for therapists, including system training, advanced training and refresher programmes.

The Role

We are looking for an enthusiastic and commercially minded Customer Success Manager to build strong, long-term relationships with CACIs professional customers.

You will support clinics, salons and spa partners throughout their CACI journey, from onboarding and training through to ongoing account development, product adoption and customer retention. You will act as a trusted partner, helping customers maximise the value of their CACI equipment, treatment protocols, training and retail opportunities.

This is a highly collaborative role, working closely with Sales, Training, Technical Support, Marketing, Operations and Quality to deliver an exceptional customer experience.

Key Responsibilities

Customer Relationship Management

• Own a portfolio of professional customers, developing trusted relationships with salon, spa and clinic owners, managers and therapists.
• Manage the customer lifecycle from post-sale handover and onboarding through to customer retention and growth.
• Maintain regular contact with customers through telephone, email, video calls and occasional face-to-face visits.
• Act as a customer advocate, communicating feedback, trends and recurring issues to the relevant internal teams.

Onboarding & Implementation

• Create structured onboarding plans for new customers, including equipment implementation, training coordination and first-treatment support.
• Work with the Training team to identify and coordinate appropriate courses, refresher training and advanced treatment development. CACI provides professional training across systems including Synergy Flex, Synergy & RejuvaMed, with certification available on successful completion
• Support customers progressing towards Advanced Clinic status, which requires therapists to complete CACI Advanced Therapist training and offer both signature and advanced treatments.

Account Development & Retention

• Understand each customer’s business objectives and provide practical guidance to help them increase treatment utilisation, customer bookings and retail sales.
• Encourage adoption of relevant CACI systems, treatment protocols, training courses, skincare products and professional resources.
• Monitor customer engagement, satisfaction, training completion, equipment usage and commercial performance.
• Identify customers who may be at risk of disengagement and implement appropriate recovery plans.
• Proactively identify account-development and cross-selling opportunities, referring qualified opportunities to the Sales team where appropriate.

Event & Campaign Support

• Support customer launches, treatment campaigns, open days, demonstrations, events and trade activity.
• Represent CACI Beauty professionally and consistently in all customer interactions.

Issue Resolution & Service Coordination

• Coordinate the resolution of customer queries, complaints and service issues, ensuring they are logged, progressed and closed within agreed timescales.
• Work with Technical Support and Operations to manage equipment-related queries, servicing requirements, replacement parts and escalations.

Data & Reporting

• Ensure customer records, communication notes, account plans and actions are accurately maintained within the company’s CRM and business systems.
• Produce regular reports on customer health, retention, satisfaction, training activity, product adoption and account growth.
• Support the continuous improvement of customer processes, communications and service standards.

Key Performance Indicators

Success in this role will be measured through:

• Customer satisfaction and feedback scores.
• New-customer onboarding completion and time to first treatment.
• Customer engagement and response rates.
• Resolution times for customer queries and complaints.
• Growth in treatment activity and retail product sales.
• Qualified sales opportunities generated from existing accounts.
• Contribution to customer experience and process-improvement initiatives.

Person Specification

Essential Experience and Skills

• Experience in customer success, account management, customer experience or a similar client-facing role.
• Demonstrable experience of building and maintaining strong B2B customer relationships.
• Excellent communication skills, both written and verbal.
• A proactive, organised and commercially aware approach.
• Ability to manage a portfolio of customers and prioritise competing deadlines.
• Strong problem-solving skills and confidence managing customer concerns or escalations.
• Comfortable using CRM, Microsoft Office and digital communication platforms.
• Ability to understand customer needs and translate them into practical actions.
• A genuine commitment to delivering high standards of customer service.
• Willingness to travel occasionally to customers, events and company locations.

Desirable Experience

• Experience within the beauty, aesthetics, skincare, medical device, wellness or professional services sector.
• Knowledge of salon, spa, clinic or aesthetic business operations.
• Experience supporting the implementation or use of professional equipment or technology.
• Understanding of customer onboarding, training coordination and account-development processes.
• Experience working with CRM, ERP or customer-service systems.
• Beauty therapy, aesthetics, skincare or related qualifications.

Personal Attributes

The successful candidate will be:

• Customer-focused and commercially aware.
• Warm, professional and confident when engaging with customers.
• Proactive, dependable and comfortable taking ownership.
• Naturally curious and able to understand different customer business models.
• Resilient when handling challenging conversations or service issues.
• Collaborative and willing to work across departments.
• Detail-oriented, particularly when maintaining customer records and managing follow-up actions.
• Passionate about the beauty, skincare and aesthetic industries.

Application question(s):

• Salary Expectation?
• Full Driving Licence?
• Are you within 1 hour commute of the work location?
• Have you ever been convicted of a criminal offence, other than a spent conviction under the Rehabilitation of Offenders Act 1974?
• Notice Period

Work authorisation:

• United Kingdom (required)

Work Location: In person