Sr. 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

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

About the right team member

​​The Senior Manager, Implementation position requires exceptional leadership and management skills to lead the Mindbody Implementation team and create loyal, win-win relationships with our customers. This position is responsible for leading a team of Implementation Managers to meet departmental goals, ensure team alignment with strategic objectives, and drive customer success through impactful onboarding experiences. It provides the opportunity to translate years of experience in B2B customer management, technology and/or analytics, and team leadership for the benefit of both external customer and internal teams. The Senior Manager includes oversight of team performance, strategic input into onboarding processes, and ensuring the integration of both internal and BPO resources for scaling operations. The role emphasizes leadership in process optimization, data-driven decision-making, and cross-functional collaboration, aligning the onboarding team’s performance with Mindbody’s broader mission and growth goals.​ 

About the role

• Based on company and Implementation goals, develop and consciously evolve, as needed, functional objectives to steer onboarding activities to align with those drivers and goals, including but is not limited to reducing cost of implementation and global expansion of delivery while maintaining a high level of customer satisfaction. 
• Consistently and proactively engage customers to ensure that implementation support and training effectively drives product adoption. 
• Guide the Implementation team through design, development, and execution of customer centered implementation programs that drive value and demonstrate a deep understanding of client business objectives, and best practices. 
• Ensure coordination between cross-functional teams involved in the implementation experience. 
• Provide feedback loop of relevant information to Sales and Marketing to improve lead quality and handoff from Sales to Customer Services. 
• Monitor the voice of the customer and overall satisfaction as it relates to the implementation experience, adjust meet, and exceed expectations, and resolve escalated customer issues. 
• Partner with People and Culture to lead and support team members in areas of selection, promotion, compensation, development, and employee relations. 
• Monitor customer adoption of Mindbody software and provide product development teams with an understanding of client overall business needs as it relates to Mindbody products. 
• Execute on strategy, as well as motivate, coach, and empower direct reports to meet and exceed onboarding goals and KPIs. 
• Provide timely and consistent feedback to direct reports and complete performance appraisals. 
• Act as a resource and coach for continued professional development. 
• All other duties as assigned. 

Skills & experience

• Bachelor’s degree preferred or equivalent experience   
• Seven (7) years of related experience in a customer service, sales or teaching/training role 
• Three (3) years of previous strategic, high-level management and leadership experience  
• Proven success in process improvement, with the ability to analyze data and identify actionable insights for optimizing customer onboarding experiences. 
• Exceptional communication skills, with the ability to convey priorities and strategic goals to cross-functional teams, upper management, and external partners. 
• Ability to manage complex projects, ensuring adherence to timelines, quality standards, and strategic objectives. 
• Demonstrated ability in working with, establishment, and expansion of global delivery partners 
• Demonstrated ability in identifying, developing and delivering on implementation optimization and efficiency plans 
• Excellent communication skills, both verbal and written, with the ability to communicate in a clear, concise and understandable manner to a variety of audiences 
• Technical skills including data analysis, technical support, and cloud software implementations  
• Ability to quickly learn new technologies and be flexible in a fast-paced environment  
• Ability to continuously identify areas for improvement and proactively develops effective approaches to achieve goals  
• Advanced knowledge of or the ability to quickly learn the Mindbody teams and functions and a proven ability to work cross-functionally 
• Excellent time management and organizational skills, ability to prioritize and use time effectively and efficiently  

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.

By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at Mindbody, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our California Applicant Privacy Notice or International Applicant Privacy Notice (as applicable).