Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Driving engagement and maximizing software adoption for SMB customers in the wellness industry with an accent on churn mitigation and value demonstration. Focus on identifying growth opportunities, executing scaled enablement programs, and optimizing the customer lifecycle from go-live to renewal.

Company

hirify.global (part of Mindbody and ClassPass) is building a definitive platform for intentional living by connecting people with fitness and wellness experiences.

What you will do

• Drive engagement and maximize customer value through scaled training and software adoption programs.
• Manage the health of SMB customers from go-live through renewal using a digitally enabled engagement model.
• Utilize customer health metrics to prioritize outreach, mitigate churn risk, and identify growth opportunities.
• Drive revenue growth through upselling, expansion, and software optimization in 1:1 partnerships.
• Educate customers via scalable communication channels including webinars, office hours, and virtual sessions.
• Collaborate with Sales, Product, and Marketing to share insights and strengthen the overall customer experience.

Requirements

• 3+ years of relevant experience in customer success, sales, or account management.
• Ability to quickly master the platform and translate product knowledge into customer-specific guidance.
• Proven strength in building cross-functional relationships with a team-first approach.
• Clear and concise communication skills for both 1:1 and group settings.
• Experience facilitating consultative conversations and navigating challenging customer interactions with empathy.
• Strong time management and organizational skills to prioritize effectively in a fast-paced environment.

Nice to have

• Working knowledge of Salesforce and/or Gainsight.

Culture & Benefits

• Inclusive environment valuing diversity of backgrounds and perspectives.
• Culture driven by innovation and curiosity.
• Mission-driven work focused on fostering meaningful, real-world connections through wellness technology.