Head of Client Success (for a fast-growing Aesthetic Healthcare SaaS)

Job Description

Why Ad Vital?

Ad Vital is the only AI-first practice management platform built by a surgeon, for surgeons. We sit at the intersection of vertical SaaS and embedded payments scaling rapidly through a major device partnership, with 20+ practices live and a clear path to 100+.

This is a ground-floor opportunity. You'd be in charge of client success hire building our function, and enhancing what we've built. You'll have direct access to leadership, real decision-making authority, and exposure to the industry through our Catalyst AI Mastermind program and conferences. After 12 months of proven performance, this role includes equity consideration because the people who build it with us should share in the outcome.

The Role

You are the person who owns the client experience at Ad Vital from signed contract through long-term retention. You run onboarding, manage client health, handle escalations, and make sure nothing breaks while our CEO is in surgery. You work business hours and you have real authority to solve problems without waiting for permission.

Ad Vital is an AI-powered practice management and CRM platform built for aesthetic medical practices plastic surgery, dermatology, medical spas, and cash-pay physicians. We are built on top of GoHighLevel with proprietary technology including EMR integrations, AI voice agents, and embedded payment processing.

Learn more at advital.app.

What You Own

Client Onboarding

• Take new clients from signed contract to fully live on the platform within 30 days or less
• Coordinate across product, sales, and development teams to remove blockers and hit timelines
• Build and refine repeatable onboarding workflows as the client base scales

Client Retention & Satisfaction

• Own ongoing client relationships your primary contacts are practice managers and staff, not the physicians
• Conduct regular check-ins (minimum weekly during onboarding, biweekly for established clients)
• Monitor client health, track NPS, and intervene proactively before churn signals become churn
• Handle escalations with autonomy - you have authority to make service-level adjustments and resolve issues without waiting for approval

Account Growth & Expansion

• Identify opportunities to expand the client relationship — Vital Pay adoption, tier upgrades, additional modules
• Drive Net Revenue Retention by helping clients get more value from the platform over time
• Generate client referral introductions - your happiest clients are our best pipeline

Operational Coordination

• Triage technical issues: resolve what you can in the CRM platform, escalate development items to the technical team with clear documentation
• Serve as the bridge between clients and our product/dev team - translating client needs into actionable feedback
• Maintain internal documentation: onboarding playbooks, client configurations, and process SOPs

This Role Is Not

• Not a support ticket queue. You are not answering help desk requests all day. You own the strategic relationship and the outcomes. You will have our support team to handle all the lower level tech "doing".
• Not a junior client success / client support role. You will have a support team member to handle routine items. Your job is to lead, not follow.
• Not a role where you wait to be told what to do. We are 20 clients scaling toward 100. You will be building systems while running them.

What Success Looks Like:

• Onboarding Velocity: New clients live on the platform within 3 days of signed contract
• Client Retention: 94% logo retention measured on a rolling 12-month basis
• Client Activation: 85% of new clients fully active within 7 days of going live using our proprietary AI-onboarding system
• Net Revenue Retention: Track and improve revenue per client over time and establish baseline in first 90 days
• Client Health Score: Build the scoring system in first 90 days; maintain and act on it ongoing
• Escalation Response: Client escalations acknowledged within 2 hours during business hours
• Client Referrals: Generate referral introductions from satisfied clients on a quarterly basis
  

Requirements

Must-Haves

• 3-5 years in Client Success, Account Management, Client operations, or Client-facing Admin / Executive Admin or Coordinator at a SaaS or healthcare technology company. You have owned onboarding and retention independently - not as part of a large team where someone else made the decisions.
• Comfortable with CRM platforms and some technical triage. You can navigate a CRM, troubleshoot a workflow, and write a clear bug report for the dev team. You don't need to be a developer, but you can't be afraid of the technology.
• Available during business hours (8am-5pm CST). Our clients operate during the day. You need to be reachable when they are; and available after-hours / weekend to triage any client fires.
• Autonomous problem-solver. Our CEO is a practicing board-certified Plastic Surgeon. There will be hours every day when you are the most senior person available. If you need a playbook handed to you before you can act, this isn't the right fit.

Nice-to-Haves

• Experience with GoHighLevel (GHL) we'll train the right person, but existing familiarity accelerates onboarding
• Understanding of aesthetic practice operations how consultations flow, how front desk teams work, and the roles of practice managers, patient care coordinators, and medical assistants
• Familiarity with EMR systems (Nextech, ModMed, 4D, Symplast, AdvancedMD)
• Experience in the Aesthetic, Plastic Surgery, Dermatalogy, Cosmetic Dentistry, or Cosmetic surgery industry specifically
• Background in consulting or advising medical practices on operational efficiency

Benefits

Compensation, Performance & On-Target Earnings

• Competitive Base Salary: $70,000 - $90,000 (depending on experience & proven-track record)
• Performance Bonus: $10K–$30K performance bonus tied to retention, onboarding, and NRR metrics
• $80K–$120K On-Target Earnings (Base + Performance Bonus)
• Equity consideration after 12 months based on proven performance
• Equity Consideration: After 12 months of proven performance, equity participation is on the table - because the people who build Ad Vital should share in the upside

Benefits & Perks

• Remote-First: Work from anywhere in the US (CST business hours required)
• Tools & Equipment: Company-provided laptop and all software subscriptions needed for the role
• PTO: Competitive paid time off policy (earned after 90 days successful performance & meeting or exceeding KPI's)
• Professional Development: Budget for relevant certifications, courses, and industry events

Travel & Industry Exposure

• Conference Travel: Opportunities to travel to industry events where Ad Vital is sponsoring or exhibiting — including aesthetic medicine conferences, practice management summits, and partner events
• Catalyst AI Mastermind: Access to our exclusive mastermind events alongside top surgeons and practice leaders
• Direct Leadership Access: Work directly with the CEO and founding team - no layers of middle management

Growth Trajectory

• You're building the client success function from the ground up - with a clear path to VP-level as we scale past 100+ practices