Who we are

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 advisors 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 to extend the
Lifetime Value (LTV) of our accounts.

About the right team member

The Manager of Customer Success is responsible for overseeing and managing the success of the Customer Success team. This position is instrumental in ensuring team members have the complete skill set and knowledge of processes and procedures to manage their book of business effectively. 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. 

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 

Skills & experience

• 3-5 years’ account management/customer success 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

This is a hybrid role, you will be expected to be in the Sheffield office 2-3 days per week.

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