Customer Success Lead

Company: ScanSkin AI — Beauty-Tech / AI Skin Analysis

Location: Fully remote (Poland or Ukraine preferred)

Working hours: ~13:00–21:00 CET (covering EU + US East Coast clients)

Compensation: Competitive, paid in USD (B2B contract) — discussed during the interview process

Start: ASAP

About Us

ScanSkin AI builds AI-powered skin analysis technology. Our two products — an AI skin condition scanner and an AI facial scanner — are used by spas and wellness businesses across the USA and Europe to give their clients professional skin assessments in seconds. We're a fast-growing startup headquartered in Hong Kong, and our B2B spa client base is expanding quickly. You'll be our first Customer Success hire — working directly with the founder and shaping how we support clients worldwide.

What You'll Do

• Onboard new spa and wellness clients: set up their account, train their staff on our facial scanning tools, and make sure they get value fast
• Be the main point of contact for our EU and US clients — answer questions, solve issues, and follow up so nothing falls through the cracks
• Run client check-ins and training calls (video), and create simple help materials (guides, short Loom videos)
• Track client health: spot accounts that need attention, reduce churn, find upsell moments
• Collect client feedback and pass it to the founder to improve the product
• Keep our CRM up to date so handovers between timezones are smooth

What We're Looking For

• 1–3 years in customer success, client support, account management, or onboarding (SaaS or B2B experience is a plus)
• Strong spoken and written English (B2+/C1) — you'll talk to American and European clients daily
• Comfortable working the 13:00–21:00 schedule long-term (this is essential — please only apply if this genuinely works for you)
• Organized and self-driven: you'll work remotely and independently, so you follow up without being reminded
• Comfortable with tools like Google Workspace, CRM systems (e.g., HubSpot), Zoom/Meet, Loom — or quick to learn them
• Bonus: interest or background in beauty, skincare, aesthetics, wellness, or medtech
• Bonus: additional European languages (German, Spanish, French)

What We Offer

• Fully remote work with stable monthly payment in USD
• Direct impact: you're hire #1 in Customer Success — real ownership from day one
• Growth path to Customer Success Lead as the team expands
• Work with an innovative AI product in the booming beauty-tech space
• Flat structure, no bureaucracy — work directly with the founder
• Paid time off and public holidays respected (details discussed at offer stage)

How to Apply

Send us:

1. Your CV in English
2. A short note (or 1–2 minute video — preferred!) telling us about a time you turned an unhappy client into a happy one