Customer Success Manager

JOB FAMILY SUMMARY:

The Customer Success Team is responsible for ensuring customers achieve their desired outcomes with Mindbody by facilitating early software adoption, optimization recommendations, proactive support, and continuous education. They build strong relationships, monitor customer health, and collect feedback to drive improvements, while also handling upselling, and churn reduction. By fostering customer advocacy and tracking key metrics like NPS and CSAT, the CS team enhances customer satisfaction and loyalty. Ultimately, they play a crucial role in driving long-term business success through improved customer engagement and retention.

JOB SUMMARY:

The Customer Success Manager possesses thorough knowledge of all Mindbody products, setups, and services and works with small and medium-sized (SMB) accounts to maximize customer investment value. They drive software adoption and optimization for net-new customers, ensuring they are realizing value from the Mindbody software from the onset. For tenured customers, CSMs are responsible for monitoring customer health and proactively reaching out to customers to ensure the gain the most value from our tools. Additionally, CSMs identify new opportunities for account growth.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

Bachelor’s Degree or equivalent work experience

Three (3) years of relevant work experience in customer success, sales, or account management

Ability to quickly learn the Mindbody platform and translate that knowledge to specific customer needs

Demonstrated ability to foster, develop, and work in cross-functional relationships with a spirit of teamwork and a focus on the delivery of positive customer outcomes

Excellent communication skills, both verbal and written, with the ability to communicate in a clear, concise and understandable manner

Demonstrated ability to respond to questions in groups and one-on-one consultative settings

Ability to handle challenging customer conversations skillfully and tactfully

Excellent time management and organizational skills, ability to prioritize and use time effectively and efficiently

Strong reporting skills with the ability to not only gather the appropriate data but also gain insights to improve the performance of the Customer Success team and our customers

Demonstrated ability to work in ambiguous and changing environments

Prior work experience in a SaaS environment is preferred

Experience working in a Fitness, Integrative Health, Spa, or Salon business is preferred

Prior work experience in a sales-related role is preferred

Working knowledge of Salesforce and/or Gainsight is preferred

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Drive engagement and maximize customer value through meaningful software adoption, scaled training, and enablement programs, including new feature use after upgrades or add-on purchases

Manage the health and success of SMB customers from go-live through renewal and expansion, using a scaled, digitally enabled model to engage proactively at key touchpoints

Leverage customer health metrics and other key signals to prioritize and reach out to customers during key inflection points in their relationship with Mindbody, ensuring timely mitigation of churn threats and identification of growth opportunities

Demonstrate value and identify growth opportunities through upselling, expansion, and software optimization

Meet 1:1 with customers as needed to reduce churn and identify upsell opportunities

Engage and educate customers through scalable communication methods such as webinars, office hours, virtual sessions, and customer marketing

Use data insights to track client health, forecast risks, and mitigate churn

Manage customer relationships at all levels: executive, stakeholder, divisional, and end user

Handle escalations and crises independently, including executive-level crisis management

Collaborate with Sales, Onboarding, Support, Payments, Product, and Marketing teams to communicate root causes of customer success or failure and drive product