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Senior Customer Success Manager,Mat cover- Mindbody

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The Customer Success Team is responsible for using customer health data to engage key touchpoints with Mindbody customers. Customer Success Managers (CSM) serve as a consultative trusted advisor for our customers to drive feature adoption of Mindbody’s products, increase revenue opportunities, reduce attrition risk, and improve the overall success of the customer relationship with the goal of extending the Lifetime Value (LTV) of our accounts.

This role will cover maternity leave and will be a fixed term appointment in role

The Senior Customer Success Manager acts as the single point of contact for Mindbody’s key accounts. The Senior Customer Success Manager has thorough knowledge of all Mindbody products, setups and services, and works with our key accounts in order to promote maximum value from our customer’s investment, aiming for adoption and utilization targets for our product features, identifying new opportunities and collaborating with sales teams to ensure goal attainment. Success will be measured based on the collective portfolio growth and retention.
• In collaboration with Onboarding, manage customers initial close of sale, through training, implementation, growth and renewal • Collaborate with the Onboarding team to ensure a successful and seamless onboarding experience with a goal of reducing time to value • Act as a trusted advisor, optimize the customer journey by defining a success plan that will enable the customer to grow account revenue year-on-year • Drive engagement and maximize customer value by meaningful adoption of software platform(s) through scaled training and enablement programs • Manage customer relationship across all levels: executive, stakeholders, divisions and end users • Handle escalations and fire drills effectively and independently, including executive-level crisis management when needed • Monitor each assigned customer’s lifecycle processes/touch points, including renewals, support case history, escalations, deployment experience and other “listening” points • 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. • Forecast accurately and keep an up-to-date pipeline • 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 • Create company-wide customer feedback loop • All other duties as assigned

MINIMUM QUALIFICATIONS AND REQUIREMENTS: • Bachelor’s Degree or equivalent work experience • Five (5) years of relevant work experience within customer success, sales, or account management • Thorough knowledge of social media platforms and social media marketing • Thorough 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 • Excellent 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 • Through knowledge of scheduling, planning and project management practices and procedures • Demonstrated experience of successfully managing a personal book of business and demonstrated ability to grow their accounts • Strong reporting skills with ability to not only gather the appropriate data, but also glean insight(s) to improve the performance of the Customer Success team and our customers • Demonstrated 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