We're reshaping how business owners run their Martial Arts studios and we need a highly motivated Manager for our Customer Success Team to help us do it. MyStudio is the best sales enablement platform for the Martial Arts industry and is one of the most trusted "all-in-one" technology platforms that helps owners increase their revenue and reduce customer churn.
Who We Are
At MyStudio, the Customer Success team is a driven, results-oriented team committed to delivering exceptional customer experiences at every touchpoint. Our focus is on building lasting relationships through cutting-edge technology, while cultivating a dynamic, innovative workplace that promotes both professional growth and personal fulfillment. The Customer Success Team plays a vital role in driving early software adoption, streamlining client implementations, and providing proactive, ongoing support. By nurturing strong client relationships and tracking essential metrics like NPS and CSAT, the team helps reduce churn, boost satisfaction, and create dedicated brand advocates.
About the Ideal Team Member
The Customer Success Lead plays a pivotal role in leading and ensuring the success of the Customer Success team at MyStudio. This team is crucial for maintaining and expanding relationships with mid-market and small to medium-sized business accounts. As a manager, you will be key in equipping team members with the skills and knowledge they need to effectively handle their portfolio of clients. This role includes overseeing performance management, tracking key performance indicators (KPIs), providing ongoing coaching, conducting evaluations, and ensuring the team is composed of top-tier talent. As the Customer Success program evolves, you will play an active role in change management, ensuring the team quickly adapts to new procedures. The responsibilities also include running team meetings, cross-departmental collaboration, providing coaching, and maintaining a regular schedule of one-on-ones. The ideal candidate will assist in overcoming team challenges, removing roadblocks, and supporting their team's success. They will also bring proven experience in similar roles, excelling in communication, leadership, and mentoring skills to foster growth within the organization.
About the Position
Utilize your prior experience and sector expertise to enhance and transform our customer success strategy.
Streamline Team Objectives: Focus team members on departmental goals and key performance indicators (KPIs) to foster alignment and achievement.
Coaching and Support: Conduct individual meetings with team members, offering guidance and support as needed to cultivate their growth.
Customer Escalation Management: Effectively manage and address customer escalations when necessary, ensuring issues are resolved promptly.
Cross-Functional Collaboration: Work collaboratively across departments to maintain alignment and drive continual improvement in processes.
Performance Oversight: Implement performance management practices, engaging team members to develop their skills and capabilities.
Leadership During Transitions: Guide the team through various changes in responsibilities and workflows, ensuring smooth transitions.
Enhancing Customer Success Processes: Actively involve the team in adopting and enhancing fundamental Customer Success practices.
KPI Review and Opportunity Identification: Analyze both team and individual KPIs to identify further opportunities for growth and enhancement.
Strategic Change Management: Plan, communicate, and oversee changes to maximize the department's impact on critical metrics, including net revenue retention, upselling, and logo churn.
Continuous Team Development: Utilize change management strategies to help the team refine their skills and adapt to new processes effectively.
Risk Management: Hold critical meetings to monitor risks within the portfolio, implementing appropriate risk mitigation strategies to minimize churn.
Operational Efficiency: Identify opportunities to automate manual tasks, increasing the success rate of impactful customer engagements.
Administrative Support: Assist with administrative tasks related to HubSpot initiatives.
Additional Responsibilities: Perform other duties as assigned.
Skills and Qualifications
Proficiency in English, with strong skills in writing, reading, and verbal communication, is essential.
At least 3 years of experience in account management.
A minimum of 2 years in a management or leadership role is preferred.
Exceptional written and verbal communication skills, with the ability to present and instruct diverse audiences.
Proven leadership and influencing abilities, including mentorship and effective coaching of team members.
Demonstrated expertise in implementing effective change management practices.
A consistently positive and proactive attitude is expected.
Capable of motivating and inspiring teams.
Strong analytical and problem-solving abilities are necessary.
Skills in conflict resolution within a team setting.
Effective written communication for various scenarios, including performance evaluations, disciplinary actions, bug reports, and customer inquiries.
Maintain composure during escalated issues, remaining calm and collected.
Proven track record of strong management capabilities.
Creative and innovative, with a collaborative approach to teamwork.
Excellent presentation and public speaking skills.