Customer Success & Acquisition Specialist

Responsibilities

• Nurture cold traffic leads from digital ads (email, Google Ads, Meta ads, SEO, etc.) into initial consult bookings at all clinics.
• Engage with leads via call, text and/or email, providing personalized, empathetic communication to build trust and encourage appointment bookings.
• Effectively manage the lead pipeline, ensuring potential patients move smoothly from initial interest to scheduled consultations.
• Overcome objections in a kind, supportive manner, highlighting the positive impact of a consultation without being pushy or salesy.
• Maintain consistent follow-up communication to maximize show rates for scheduled consults.
• Utilize multiple CRMs / AI platforms efficiently, maintaining accurate lead records and optimizing the booking process.
• Continuously seek ways to improve lead engagement strategies, contributing to overall marketing and operational growth.
• Communicate with marketing and other key stakeholders to request assets to improve the overall lead process.

Results

• High consult booking volume and strong lead-to-book conversion rates.
• Consistently high show rates for scheduled consults, reflecting effective nurturing and follow-up.
• Positive patient experiences that set the tone for successful consultations, fostering trust and long-term patient relationships.
• Accurate, up-to-date tracking of leads, enabling clear performance measurement and data-driven decision-making.
• Proactive identification of bottlenecks in the lead conversion process, leading to ongoing process improvements.

Requirements

• Demonstrates a deep understanding of the clinic’s mission and the impact of patient care.
• Naturally hospitable, empathetic, and relationship-focused, creating a welcoming first impression for every lead.
• Emotionally intelligent, capable of building rapport quickly and guiding potential patients toward their first step in feeling better.
• Growth-minded, with a proactive approach to personal and professional development as the role and business scale.
• Confident in using new systems and technologies, optimizing tools for maximum efficiency.
• Operates with a problem-solving mindset, always seeking to improve the patient journey from lead to consultation.

Benefits

• Paid time off
• Work from home