Customer Experience Manager - Lookinbody Web (remote) - Remote Eligible

Customer Experience Manager

InBody is a worldwide leader in the health metrics field, revolutionizing the industry with innovative technology and devices. InBody's products are trusted by top research facilities, fitness centers, hospitals, and health centers around the world because of their accuracy, reproducibility, and ease-of-use.

We proudly produce advanced health technology designed to make understanding and improving health and wellness accessible to everyone. From class-leading body composition analyzers to user-friendly automated blood pressure monitors, our goal is to equip health and wellness professionals with the tools they need to help clients and communities improve their well-being.

We are looking for a proactive, technically savvy, and client-focused Customer Experience Manager who will specialize in post-sales support for LookinBody Web (LB Web). This role is critical in helping clients successfully set up, adopt, and stay engaged with the LB Web platform. You will serve as the main point of contact for all LB Web-related support, provide live tutorials and walkthroughs, and assist in retention efforts by conducting follow-ups and gathering client feedback. Your insights and escalations will directly inform improvements to the platform and the customer experience.

You will thrive in our fast-paced, entrepreneurial environment where growth is rapid, innovation is valued, and customer satisfaction is the highest priority.

This is a full-time, remote position reporting to the Head of Customer Success.

Essential Responsibilities:

• Serve as the primary post-sales contact for customers using or onboarding to company's cloud database management system (LookinBody Web)
• Proactively reach out to clients who have not completed LB Web setup to offer guidance and walkthroughs
• Conduct LB Web tutorials and live walkthroughs via Zoom or phone to help clients maximize platform value
• Perform LB Web retention calls to understand why clients did not activate or continue usage, and collect meaningful feedback
• Document and escalate any platform issues or feedback to the Product and Development team
• Support the general Customer Experience team as needed, including:
• Managing assigned accounts
• Conducting Q&A training sessions
• Organizing documentation for Key Accounts (Health/Wellness, Medical, Academic)
• Assisting with trade-ins and device-related logistics
• Maintain accurate records of all interactions and customer data using CRM tools (Zoho)
• Identify upsell opportunities related to LB Web and share them with the Sales team
• Stay up-to-date on all campaigns, new features, and platform updates related to LB Web

Essential Qualifications:

• 2+ years in customer service, technical support, or customer-facing role, preferably in a SaaS or software-related environment
• Excellent written and verbal communication skills
• Ability to clearly explain technical concepts to non-technical users
• Strong organizational and time management skills
• Comfortable using Zoom or Teams and conducting live product walkthroughs
• Self-motivated, with the ability to work independently and manage time effectively
• Proficient in Microsoft Office
• Experience using CRM software (Zoho preferred)
• Willingness to learn new platforms and tools related to LB Web and internal operations

Bonus Qualifications:

• Experience with LookinBody Web or similar health/fitness SaaS platforms
• Background in customer success, onboarding, or retention-focused roles
• Knowledge of API integrations, data syncing, or web-based troubleshooting
• Experience collecting customer feedback and communicating it to product or engineering teams
• Familiarity with InBody devices or the health/wellness technology industry

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Benefits Summary*:

• Medical (PPO), dental (PPO), vision (PPO), & life insurance*
• Flexible spending account (FSA) and dependent care account (DCA)*
• 401(k) plan with up to 3% company match*
• Paid vacation and sick leave
• 11 annual paid holidays and paid time off for birthday
• Corporate wellness program, including gym membership reimbursement, monthly onsite chiropractic and acupuncture services, and ergonomic desk set-up
• Discounted pet insurance
• Job-related training reimbursement*

*The above-stated benefits may change without prior notice and will begin after successfully completing the 90-day introductory period and/or other tenure requirements.

Pay Rate Range:

• $24.00-$29.00 per hour

Committed to Equal Opportunity

Biospace Inc dba InBody believes in equal opportunity for all and is committed to ensuring all individuals have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic. Our equal employment opportunity policy statement, the EEO is the Law Poster and Supplement, and Pay Transparency Nondiscrimination Provision reaffirm this commitment.

InBody is also committed to providing reasonable accommodations to qualified individuals with a disability so that an individual can perform job-related duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact our HR team at (323) 932-6503.