Full-Time

Customer Success Manager

Spanish Speaker

Posted on 11/12/2024

Mindbody

Mindbody

1,001-5,000 employees

Wellness software for business management

Consumer Software
Consumer Goods

Mid

United Kingdom

Category
Customer Success
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Salesforce
Data Analysis
Requirements
  • Bachelor’s Degree or equivalent work experience
  • English and Spanish Fluency
  • 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 organizational skills, ability to prioritize 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
  • 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
Responsibilities
  • Drive engagement and maximize customer value through meaningful software adoption, scaled training, and enablement programs, including new feature use after upgrades or add-on purchases
  • Manage the health and success of SMB customers from go-live through renewal and expansion, using a scaled, digitally enabled model to engage proactively at key touchpoints
  • Leverage customer health metrics and other key signals to prioritize and reach out to customers during key inflection points in their relationship with Mindbody, ensuring timely mitigation of churn threats and identification of growth opportunities
  • Demonstrate value and identify growth opportunities through upselling, expansion, and software optimization
  • Meet 1:1 with customers as needed to reduce churn and identify upsell opportunities
  • Engage and educate customers through scalable communication methods such as webinars, office hours, virtual sessions, and customer marketing
  • Use data insights to track client health, forecast risks, and mitigate churn
  • Manage customer relationships at all levels: executive, stakeholder, divisional, and end user
  • Handle escalations and crises independently, including executive-level crisis management
  • Collaborate with Sales, Onboarding, Support, Payments, Product, and Marketing teams to communicate root causes of customer success or failure and drive product enhancements
  • Contribute to the company-wide customer feedback loop
  • Perform other duties as assigned

Mindbody provides software solutions tailored for the health, wellness, and fitness industries. Its products help businesses manage daily operations, attract clients, and improve service offerings. Key tools include FlexKit for operational enhancements, WaiverKing for digital documentation, and QuickerNotes for patient care documentation. The REACH ai tool uses artificial intelligence to automate tasks, allowing business owners to focus on their core activities. Mindbody operates on a subscription model, where businesses pay a recurring fee for access to scheduling, client management, and payment processing tools. Additionally, its partnership with ClassPass helps connect consumers with wellness services, expanding its reach. Mindbody aims to be a trusted technology provider in the wellness industry, continuously developing solutions to support business growth.

Company Stage

IPO

Total Funding

$597.7M

Headquarters

San Luis Obispo, California

Founded

2001

Growth & Insights
Headcount

6 month growth

-6%

1 year growth

-6%

2 year growth

-6%
Simplify Jobs

Simplify's Take

What believers are saying

  • Mindbody benefits from the rise of virtual and hybrid fitness classes.
  • AI-driven personalization in wellness apps enhances user experience and engagement.
  • Subscription-based services are increasingly popular for their convenience and flexibility.

What critics are saying

  • Emerging wellness technology platforms pose a threat to Mindbody's market share.
  • Data privacy regulations may impact the functionality of AI tools like REACH ai.
  • Economic downturns could affect Mindbody's subscription-based revenue model.

What makes Mindbody unique

  • Mindbody offers a comprehensive suite of tools for wellness business management.
  • The company leverages AI with its REACH ai tool for task automation.
  • Mindbody's partnership with ClassPass expands its global audience reach.

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