Customer Success Manager II

We're revolutionizing the fitness & wellness industry, and we’re looking for talented people to help us do it. Mindbody + ClassPass bring together the best of both sides of the market: Mindbody is the industry’s most trusted all-in-one technology platform; ClassPass is one of the most popular apps for fitness & self-care enthusiasts. Together we’re partnering with more than 70,000 fitness studios, gyms, salons, and spas around the world. We’re not just another tech company—we’re far and away the leader of our industry. So join the team, work with mission-led people, and enjoy amazing benefits. Let’s see what we can accomplish together! 

Who we are

We’re a passionate team, laser-focused on delivering phenomenal customer experiences at every turn. We’re dedicated to building customer loyalty through valuable tech and work hard to foster an innovative and collaborative environment balanced with personal and professional growth. We believe that happy team members create happy customers.  

About the right team member

The Customer Success Manager II acts as the single point of contact for Mindbody’s accounts with one to nine locations. To maintain our high retention, the Customer Success Manager II performs high-level strategic business reviews, develops comprehensive Success Plans, and performs regular check-ins with designated customers. The Customer Success Manager II is essential in ensuring the continued lifetime value (LTV) of these accounts, and in maturing and growing these relationships to result in greater net revenue retention and advocacy. Success will be measured based on retention and collective portfolio growth.

About the role

• Conduct strategic business reviews through software usage analytics, benchmarking, effective curiosity based questioning, and strategic consulting to gauge progress, identify areas for improvement, gather and maintain key customer metrics to achieve customer/company objectives.
• Maximize adoption by interfacing with our customers, advising them on best strategies and seeing value in their investment.
• Provide top-tier customer service, through organization, strategy, and urgency.
• Be a positive contributor to the collective team in order to maximize Mindbody’s short and long-term revenue goals.
• Manage successful client deployments and ensure ongoing high client satisfaction and renewal.
• Accountable for creating and implementing customer success plans and ensuring customer outcomes are met.
• Leverage data, analytics, and various tools to determine high impact plans of action that deliver high customer value.
• Provide operational reports and analyses to customers to help drive revenue growth for customer.
• Work closely with sales, onboarding, support, payments, product and marketing teams to communicate root causes for customer success or failure, and drive requirements for product enhancement and development.
• Maintain high levels or customer retention and customer satisfaction within your portfolio.
• All other duties as assigned.

Skills & experience

• Bachelor's Degree or equivalent work experience 
• Three (3) years of relevant work experience within customer success, sales, or account management 
• Working knowledge of social media platforms and social media marketing 
• Working knowledge of or the ability to quickly learn the Mindbody platform 
• Demonstrated ability to foster, develop and work in cross-functional relationships with a spirit of teamwork with the focus on the delivery of a positive customer outcome 
• 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 group and one-on-one consultative settings 
• Strong negotiating skills with the ability to handle challenging customer conversations skillfully 
• Excellent time management and organizational skills, ability to prioritize and use time effectively and efficiently 
• Working knowledge of scheduling, planning and project management practices and procedures 
• Ability to use strong problem-solving skills, quick-thinking, and use of independent judgement when making decisions that have an impact on customers 
• 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

Have we piqued your curiosity?

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

Mindbody is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

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