Customer Success Manager

About the role

You will manage a portfolio of small and medium-sized business accounts, ensuring they extract maximum value from the Mindbody platform. This role focuses on driving software adoption for new clients while maintaining long-term health and growth for existing users.

Key facts

What you'll do

• Guide new customers through initial software setup and adoption to ensure early success.
• Monitor account health for tenured clients and proactively address needs to prevent churn.
• Identify and pursue opportunities for account expansion and upselling.
• Gather and analyze customer feedback to improve service delivery and product performance.
• Track key performance metrics including NPS and CSAT to measure satisfaction.
• Maintain strong relationships with clients to foster long-term loyalty and advocacy.

Requirements

• Bachelor degree or equivalent professional experience.
• Minimum of 3 years of experience in account management, sales, or customer success.
• Fluency in French is mandatory.
• Ability to master the Mindbody platform and apply technical knowledge to specific client business requirements.
• Proven experience working within cross-functional teams to achieve shared goals.
• Strong verbal and written communication skills for both group presentations and individual consultations.
• Capability to manage difficult client interactions with tact and professionalism.
• Proficiency in time management and task prioritization.
• Experience in data reporting and extracting actionable insights from performance metrics.
• Ability to thrive in environments that involve frequent change and ambiguity.

Nice to have

• Fluency in German.

Skills & tools

• Customer relationship management
• Account health monitoring
• Data analysis and reporting
• Consultative communication
• Software adoption strategies

Practical notes

• Mindbody is an equal opportunity employer and welcomes applicants from all backgrounds.
• By applying, you consent to receive communications regarding your application via email, phone, or SMS.
• International applicants should review the relevant privacy notices regarding the processing of personal data.