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, optimisation 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 optimisation for net-new customers, ensuring they are realising 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
• Fluent in French required, German, is a big plus!
• 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 organisational skills, ability to prioritise and use time effectively and efficiently
• Strong reporting skills with the ability to not only gather the appropriate data but also glean insights to improve the performance of the Customer Success team and our customers
• Demonstrated ability to work in ambiguous and changing environments