Manager, Customer Success - Brazil

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. 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.

About the right team member

The Manager, Customer Success is responsible for overseeing and managing the success of the Customer Success team. This team is essential to maintaining and growing Mindbody’s midmarket and small and medium-sized business accounts. This position is instrumental in ensuring team members have the complete skillset and knowledge of processes and procedures to effectively manage their individual book of business. This role will be responsible for all aspects of performance management- managing team members against established KPI’s, completing continual coaching and evaluations, and ensuring we have top talent in the department. As the Customer Success program evolves it will be this person’s job to take part in the change management process and ensure team members are adopting new processes quickly and effectively. Running team meetings, collaborating cross-functionally, providing team member coaching and carrying out one on one’s with a structured cadence will be essential to this manager’s success. Additionally, the Manager, Customer Success will be responsible in assisting team members with challenges, effectively removing obstacles and impediments, and ensuring their success with their customers. The right candidate will be able to draw on previous experience in similar roles and have established tried and true methods for influential communication and demonstrating effective mentoring and leadership skills within the organization. 

Please note, only applications in English will be considered. 

About the role

• Leverage previous experience and industry knowledge to help innovate and refine our customer success approach
• Refine and focus team members on department goals and KPI’s
• Conduct one on one’s with team members and provide coaching where necessary
• Manage and resolve customer escalations where appropriate
• Work cross-functionally to ensure workflow alignment and evolution
• Carry out performance management, engage team members individually to strengthen skillsets and abilities
• Effectively lead the team through various changes in job duties and processes
• Engage team in adopting and maturing Customer Success fundamental processes
• Review team and individual KPI’s, determine additional areas of opportunity and improvement
• Plan, communicate, and manage changes to continuously evolve department impact on key metrics such as net revenue retention, upsell, logo churn, etc
• Leverage change management to continuously evolve the team in refining skills and abilities with established processes and practices, adopting new processes and practices as implemented
• Conduct code red meetings and monitor risk within the portfolio, applying proper risk mitigation strategies to limit churn
• Seek out opportunities to scale manually conducted activities, improve the percentage of successful outreaches that deliver in large customer impact
• Assist with administrative elements concerning Gainsight and Salesforce software initiatives
• Travel to attend face to face customer meetings, as necessary
• All other duties as assigned

Skills & experience

• Bachelor’s degree in related field strongly preferred
• Fully Fluency in English for writing, reading, and verbal communication required
• 5+ years’ account management experience
• 3+ years of previous management and leadership experience in similar role preferred
• Strong written and verbal communication skills and ability to present/teach to a variety of audiences
• Strong leadership and influencing skills, including ability to mentor and effective coach team
• Previous experience dealing with enterprise level customers
• Demonstrated competence in effective change management processes
• Exhibits a positive and ‘can-do’ attitude at all times
• Skilled in motivating and inspiring groups of people
• Strong analytical and problem-solving skills
• Ability to address and resolve conflict within a team environment
• Clear and effective written communication for a variety of situations, including, but not limited to performance evaluations, disciplinary write ups, bug submissions, and answers to customer inquires
• Ability to remain calm during escalated issues; is not defensive or irritated in stressful situations
• Proven strong management skills
• Creative, innovative and works well with others
• Strong presentation and speaking skills

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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