Manager, Implementation

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 lead new Mindbody customers through software configuration, training, and onboarding to ensure successful setup with our products. We conduct virtual face-to-face onboarding sessions, ensuring the successful deployment of systems while meeting client requirements and timelines. We provide training and support for a smooth transition and effective use of implemented solutions. W also recommend and helps implement additional value-added services available through Mindbody.  

About the right team member

​​The Manager, Implementation is responsible for overseeing a team of onboarding specialists and ensuring that they meet performance targets and goals. This role focuses on coaching and developing team members, driving performance, and providing insights to management regarding team outcomes. The Manager also ensures alignment with Mindbody’s purpose and strategy related to the post-sales customer experience throughout the onboarding process. Key areas of responsibility include leading a team of onboarding specialists to meet performance targets, ensuring successful product adoption and customer engagement through tailored onboarding programs, providing ongoing coaching and development, aligning cross-functional teams, driving process improvements, and managing all aspects of team performance, including recruiting, development, and addressing performance issues. ​ 

About the role

• Oversee a team of onboarding specialists, ensuring they meet performance targets and KPIs, while providing ongoing coaching and development. 
• Develop and maintain a deep understanding of customer business and implementation objectives, steering onboarding activities to align with those drivers and goals to ensure successful product adoption and customer engagement. 
• Guide the team through customer-centered onboarding programs that demonstrate value and efficiency. 
• Monitor team performance, provide regular insights to management, and take action to address any gaps or inefficiencies. 
• Ensure alignment and coordination between teams involved in the onboarding process, maintaining a strong feedback loop with Sales and Customer Experience. 
• Drive continuous improvement in onboarding processes, leveraging data, customer feedback, and collaboration with leadership and analysts. 
• Proactively engage with customers to ensure onboarding support and training drive effective product adoption. 
• Partner with People and Culture to lead and support team members in areas such as selection, promotion, compensation, development, and employee relations. 
• Provide timely feedback to direct reports, complete performance appraisals, and act as a coach for professional development. 
• Drive continuous improvement in onboarding processes, leveraging data, customer feedback, and collaboration with leadership and analysts. 
• Ensure team alignment with Mindbody’s strategy, Code of Conduct, policies, and procedures, and handle performance issues as needed, including termination decisions. 
• Support the recruiting process by conducting interviews and making hiring decisions. 
• All other duties as assigned 

Skills & experience

• Bachelor’s degree preferred or equivalent experience  
• 5+ years of related work experience in customer success, onboarding, or implementation roles. 
• 2+ years of management experience, preferably leading a team of onboarding or customer success professionals. 
• Demonstrated knowledge of Mindbody and alignment with its culture and core values. 
• Ability to analyze performance data and translate insights into actionable improvements, with a strong understanding of customer onboarding, product adoption, and success metrics. 
• Strong critical thinking skills, with the ability to address performance issues and implement process improvements. 
• Effective communication skills, providing clear direction and expectations to direct reports, and conveying priorities (both verbal and written) to upper management and the team. 
• Process-oriented, with the ability to identify and resolve inefficiencies. 
• Experience in empowering and supporting teams to achieve goals and KPIs. 
• Proven ability to utilize experience, data, and feedback to improve departmental services and processes, ensuring optimal efficiency. 

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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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