Customer Success Manager
Core
Own a book of sophisticated, multi-location self-care businesses from start to finish, driving retention, renewals, and expansion.
Role type
Mid-Market Customer Success Manager
Builds
Client experience platform for appointment-based, self-care businesses
Domain
Self-care industry (salons, spas, medspas, barbershops)
Required skills
retention management, account health monitoring, contract renewal negotiation, account planning, stakeholder relationship management, upsell/cross-sell strategy, mentoring
Preferred skills
experience in salon/spa/wellness industry
Technologies
customer experience platform
Responsibilities
Guide customers toward lasting value and long-term success; watch account health and risk signals to lead contract renewals; run structured check-ins, business reviews, and account planning; build trusted relationships with stakeholders; advocate for customers by sharing feedback and risks; spot opportunities to boost product adoption and drive upsell/cross-sell; mentor newer CSMs on complex account situations.
Seniority
Mid-level, hands-on IC