Customer Support Manager - Post Sales

Customer Support Manager – Post-Sales

Boston Aesthetics | Irvine, CA | Hybrid/Field | Full-Time

Base Salary: $70,000–$90,000 annually, depending on relevant experience and qualifications, plus car allowance, cell phone stipend and commissions

About Boston Aesthetics

Boston Aesthetics is powered by Peninsula Medical Group (PMG), a global leader in energy-based medical aesthetics with deep capabilities across innovation, engineering, manufacturing, and commercialization.

We are building a high-performance U.S. organization to bring differentiated aesthetic technologies to market. Guided by our mission, Beauty With No Boundaries, we believe the future of aesthetics should deliver more than strong clinical outcomes alone. It should also create lasting value for providers, support sustainable practice growth, and improve the treatment experience for patients.

Backed by strong global R&D capabilities and a robust product pipeline, Boston Aesthetics offers the opportunity to help scale not just one innovative platform, but a broader portfolio of next-generation technologies. As we enter our next phase of commercial growth, we are looking for entrepreneurial leaders who want to help build the future of aesthetics in the U.S.

About the Role

The Customer Support Manager manages ongoing customer relationships after the initial delivery and installation of Boston Aesthetics devices. This position serves as a trusted contact for physicians, practice owners, medical spas, and their teams, providing regular follow-up, assistance with consumables and supporting materials, and timely resolution of customer concerns.

This role does not coordinate initial machine delivery, installation, or customer training. Its focus is maintaining customer engagement, supporting ongoing account needs, and delivering an exceptional post-sale experience.

What You’ll Do

• Maintain regular customer communication through phone calls, emails, virtual meetings, and field visits as needed.
• Develop a proactive follow-up schedule to assess customer satisfaction, identify needs, and ensure consistent support.
• Assist with consumable orders, reorders, product availability, and requests for supporting materials.
• Work with internal teams to address consumable order status, fulfillment questions, and discrepancies.
• Manage customer inquiries and support cases, track commitments, and follow through to resolution.
• Route technical, service, billing, and product questions to the appropriate department and keep customers informed.
• Provide approved product information, reference materials, marketing assets, and other customer resources.
• Identify accounts needing additional attention and communicate customer feedback and retention risks to leadership.
• Document product complaints and potential safety concerns and promptly escalate them according to company procedures.
• Maintain accurate account records, customer interactions, and follow-up tasks in support systems.
• Develop customer communication templates, reorder reminders, FAQs, and support procedures.
• Monitor customer satisfaction, response times, outstanding cases, and consumable activity to identify opportunities for improvement.

What You Bring

• At least 3 years of customer support, customer success, account management, or service operations experience in medical aesthetics, medical devices, or a related healthcare environment.
• Experience interfacing directly with physicians, practice owners, medical spas, or clinical office teams.
• Strong relationship-building skills and a proactive approach to customer communication.
• Experience resolving customer concerns and coordinating solutions across departments.
• Excellent organization, attention to detail, and follow-through.
• Proficiency with customer support platforms and Microsoft Office or comparable tools.
• Bachelor’s degree or an equivalent combination of education and relevant experience.

Preferred Experience

• Direct experience with aesthetic lasers or other energy-based devices, including radiofrequency or ultrasound platforms.
• Familiarity with consumables, product support materials, warranties, and service escalation processes.
• Experience supporting dermatology, plastic surgery, or medical spa practices.
• Experience improving support processes or coaching customer-facing colleagues.

Work Environment

This is an Irvine-based hybrid/field position supporting customers across multiple U.S. time zones. The role involves regular phone, email, video, and computer-based work, with customer visits and business travel as needed.

Why Join Boston Aesthetics?

You will have the opportunity to shape the customer support experience at a growing medical aesthetics company, work closely with cross-functional teams, and make a direct impact on long-term customer relationships.

Physical Requirements

Ability to perform desk-based and hands-on operational work and lift or carry packages weighing up to 25 pounds, with or without reasonable accommodation.

Compensation and Benefits

Base Salary Range: $70,000–$90,000 annually, depending on relevant experience and qualifications, plus car allowance, cell phone stipend and commissions. Boston Aesthetics offers eligible employees medical, dental, and vision coverage, paid time off, paid sick leave, paid holidays.

Boston Aesthetics is an equal opportunity employer. Employment decisions are made without regard to any characteristic protected by applicable law. Qualified applicants may request reasonable accommodation during the application or interview process.