[Remote] Customer Success Manager - Spa & Wellness (Former Spa Operations Leaders Encouraged)
Note: The job is a remote job and is open to candidates in USA. Agilysys is a leading provider of hospitality technology software solutions, and they are seeking a Customer Success Manager with expertise in spa and wellness operations. The role involves developing strong customer relationships, ensuring product adoption and satisfaction, and collaborating with various teams to optimize customer experience across luxury hotels and spas.
Responsibilities
- Develop and maintain strong relationships with assigned customers, business users and key influencers to ensure the highest level of customer satisfaction, product adoption and account reference-ability
- Collaborate with the onboarding team to ensure a successful and seamless transition of new customers post-go live
- Collaborate with the sales team to help identify and drive upsells opportunities for new products, licenses and partner integrations
- Operate with a zero-churn mindset by proactively soliciting and monitoring customer satisfaction, product usage and adoption to mitigate potential churn risk at all times
- Proactively follow-up on customer feedback and CSATs by ensuring all internal stakeholders are aware and appropriate remediations are put in place when required
- Partner with the sales team on market opportunities by providing insight on account health, satisfaction, usage and adoption
- Partner with the finance team on customer billing and assist with any collection issues to avoid account deactivations
- Ensure any unique feature requests and/or custom delivery projects and commitments are appropriately identified, understood and carried through with the internal stakeholders needed to deliver on time and with the desired results
- Support internal stakeholders with customer communication, product updates, scheduling meetings, documenting business requirements, feature requests and satisfaction surveys
- Update and keep current all relevant customer contact information, meeting notes, emails and communications in Salesforce
- Assist in any other tasks and projects as assigned
- Build and maintain strong, long-lasting relationships with customers across multiple countries in North America, Europe and the Middle East
- Monitor customer health metrics and engagement levels to drive satisfaction, reduce churn, and support contract renewals process
- Identify growth opportunities within existing accounts and partner with sales to drive upsell initiatives
- Serve as the voice of customers by providing feedback to product, marketing, and support teams, helping influence product roadmap and strategy for the region
- Work closely with Sales, Product, Marketing, and Support teams to align customer goals and deliver a cohesive experience
Skills
- 5+ years in spa or wellness operations within luxury hotels or spas
- Direct hands-on experience using Book4Time, Agilysys Spa or other spa management systems; Additional experience with Agilysys Memberships or Agilysys Golf an asset
- Experience managing therapist scheduling, retail, memberships, and guest experience workflows
- Strong comfort with technology and ability to translate operational needs into system usage
- Self-motivated, proactive, and able to thrive in a fast-paced environment
- Excellent verbal and written communication skills – ability to articulate complex topics, issues and resolutions both orally and in writing
- Must have strong business acumen, problem solving, multi-tasking and analytical skills
- Flexibility in working outside normal business hours (where required) to meet with customers
- Excellent presentation skills, both online and in person
- Prior experience in SaaS, account management, or customer success
- Proficiency across multiple platforms including Salesforce, Zendesk, Pendo, MS Office Suite
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