Client Success Specialist — Spa & Wellness Marketing Accounts
Company: SpaMarketing.com Type: Full-time
About the Role
We're hiring a Client Success Specialist to manage day-to-day communication with our massage, spa, and wellness clinic clients across the US and Canada. This is a high-volume, relationship-driven role: you'll be the primary point of contact for dozens of independent business owners and therapists, helping them navigate everything from onboarding to billing to in-the-moment scheduling issues, all while representing our brand with warmth and professionalism.
What You'll Do
Client Onboarding Welcome new clients, collect photos and business details, walk them through payment setup (systems like PayPal), share contracts and pricing guides, and get their booking system (Systems like Square, Vagaro, MassageBook, Wix, Jane, Acuity, ClinicSense, Heal.me, and others) ready for ad campaigns.
Booking & Scheduling Support Coordinate bookings across multiple platforms, troubleshoot calendar sync issues, manage therapist-specific scheduling preferences (buffer times, blocked clients, gender or accessibility considerations), and keep client calendars accurate in real time.
Billing & Payments Answer questions about invoices, seasonal promotions, promotion structure, and payment schedules. Investigate and resolve billing discrepancies (refunds, tip amounts, duplicate charges) with care and accuracy.
Performance & Strategy Conversations Explain campaign mechanics and data (cost-per-client-acquisition, rebooking rates, ROI) in plain language. Help clients understand why promotions and ad variety work the way they do, and know when a concern needs to be escalated to leadership rather than resolved at the front line.
De-escalation & Retention Recognize when a client is frustrated, misunderstanding something, or financially strained, and respond with empathy first, solutions second. Loop in leadership for high-stakes conversations, and follow up to make sure issues are actually resolved, not just acknowledged.
Cross-Team Coordination Work closely with the ads team, web development team, and leadership to resolve client requests that fall outside day-to-day account management (websites, ad targeting changes, technical integrations).
What We're Looking For
- Excellent written communication: clear, warm, and professional, even under pressure
- Comfort managing many concurrent client relationships across different time zones
- Basic technical literacy across multiple scheduling/booking platforms (training provided)
- A calm, solutions-oriented approach to client frustration or conflict
- Genuine empathy: clients will sometimes share difficult personal circumstances (illness, loss, financial stress), and you'll need to respond with care, not just process
- Ability to explain data and business reasoning (ROI, acquisition cost, rebooking trends) in a way that builds trust rather than sounding scripted
- Good judgment about when to resolve something yourself versus escalate to leadership
Nice to Have
- Experience in customer success, account management, or hospitality
- Familiarity with massage, spa, or wellness industry operations
- Experience with digital ad campaigns or marketing agencies
Text a small video introduction to Philip at 780-203-5312.
Pay: $38,206.26-$79,509.67 per year
Benefits:
Work Location: In person
