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About the Role

The Customer Success Representative role is central to the commercial engine, partnering with Field Sales and serving as the primary customer contact. This individual will deliver a seamless, high-touch customer experience while supporting revenue execution and scalable growth. This is a unique opportunity to make an impact in a fast-paced environment with broad exposure across sales, customer success, and operations.

Responsibilities

Serve as a primary point of contact for inbound customer inquiries (phone, email, web)
Manage the full customer lifecycle, including onboarding, account setup, and ongoing support
Build strong, long-term relationships with practices and key stakeholders
Communicate proactively on order status, product availability, and account updates
Ensure accurate order execution, fulfillment coordination, and issue resolution
Document and manage all customer interactions in Salesforce; provide reports from Salesforce and maintain data integrity of accounts
Partner closely with Field Sales Representatives to provide insights on account performance, pipeline progression, and reorder activity
Proactively engage customers through outbound outreach (reorders, promotions, lifecycle touchpoints)
Support program enrollment, sample coordination, and promotional execution
Deliver consultative support through strong product and business knowledge
Partner cross-functionally with Finance (AR), Supply Chain, and 3PL partners to resolve customer needs
Deliver a high-touch, best-in-class customer experience with professionalism and urgency
Manage multiple priorities in a fast-paced environment while meeting service expectations
Identify and drive process improvements to enhance efficiency and customer satisfaction

Requirements

3+ years of experience in customer success, inside sales, or account management
Bilingual (French & English) – oral & written
Experience in a high-volume, fast-paced customer-facing environment
Strong communication, organization, and problem-solving skills
High attention to detail with the ability to manage competing priorities
Proficiency in Microsoft Office (Excel, Outlook, Word)
Experience with CRM (e.g.. Salesforce) and ERP/order management systems (e.g., SAP) (Preferred)
Experience supporting field sales teams in a B2B healthcare clinic or aesthetics environment (Preferred)
Bachelor’s degree or equivalent experience (Preferred)

Skills

Customer Success
Inside Sales
Account Management
Bilingual (French & English)
Communication
Organization
Problem-solving
Attention to detail
Microsoft Office (Excel, Outlook, Word)
CRM (Salesforce)
ERP/Order Management Systems (SAP)
Customer-first mindset
Relationship-building
Commercially minded
Execution discipline
Collaborative
Team-oriented
Cross-functional
Ownership mentality
Accountability

Location

Toronto, ON (On-site)

Work Type

On-site
Full-time

Experience Level

3+ years

Education Level

Bachelor's degree or equivalent experience

Salary/Compensations

$60,000 to $85,000 per year

About the Company

Founded in 2001, Hugel is a South Korea-based global leader in medical aesthetics, specializing in botulinum toxin, hyaluronic acid fillers, skin boosters, threads, and biocosmetics.
Hugel has a global footprint with commercial presence in approximately 70 countries and operations across nine international subsidiaries.
Hugel Aesthetics is the North American business unit, established to lead commercialization in the United States, Canada, and Australia.
Hugel Aesthetics is well-resourced and growth-oriented, focused on expanding access to Letybo and establishing a strong, long-term presence in medical aesthetics.
We are rebuilding our Canadian organization, creating a culture that is intentionally different from traditional, highly layered companies.
Our culture is rooted in high ownership, collaboration, and the belief that every voice matters.
We value people who bring ideas, take initiative, and want a true seat at the table.
In this environment, individuals are empowered to make an impact, move with agility, and help build what comes next.
Above all, we are deeply customer focused.
We are committed to earning trust, building long-term partnerships, and delivering meaningful value through science, transparency, and integrity.