We are searching for a trusted Customer Success Manager to help ensure satisfaction and retention of our clients.
15th September, 2020
Company Description: We’re TSG. There’s a good chance you’ve not heard of us yet – we’re just getting going. We’re the people who power gyms, fitness facilities, childcare centres and independent personal trainers in a load of places across the globe (US, Aus, NZ, UK, Japan, France, and Canada, with more to come). We’re bringing together the very best companies in the industry through smart, intentional acquisition. And we’re getting ready to go big.
In the US, we’ve brought together Mariana Tek, Zingfit, Triib and TrueCoach, to form our Boutique Fitness Division. There’s over 140 of us in the Boutique team and we’re passionate about fitness, stellar customer support and creating tech that solves problems for busy people. We’re based all across the US with offices in DC, Boulder, Louisville and Boston. Our products are already revolutionizing boutique fitness, by automating admin and other tasks for gym owners and trainers, so they can get out of the office and spend more time doing what they love.
If you’re passionate about tech, fitness and working with talented, ambitious people, then we’d love to hear from you.
Position Summary: The Customer Success Manager will serve as a trusted advisor to our clients by ensuring successful implementation of our product, assisting clients to achieve targeted business benefits, and cultivating exceptional experiences for our clients utilizing Mariana Tek's software. This role will work collaboratively with both the client and our other Customer Success Managers to understand clients’ needs, discover opportunities, determine potential, and develop strategic execution and expansion plans. To succeed as a Customer Success Manager, you will continuously add value for our clients as well as communicate clearly and effectively to both technical and business audiences at multiple levels.
Operate as the lead point of contact for all matters specific to assigned customer accounts
Orient new customers to our product and service and ensure that they understand the benefits and the value this product adds to their business Develop and execute strategic client roadmaps with named accounts to ensure successful adoption and engagement of the Mariana Tek platform
Collaborate with internal teams to support the success of your assigned client accounts, including Customer Support, Sales, Technical Support, Product and other departments
Develop a deep understanding of business goals and technical environment, including software currently used by your assigned accounts
Expand your knowledge of the industry, track current trends to provide recommendations to customers
Experience / Experience:
2 years Experience in a Customer Success Manager or a Technical Support role supporting customers to use the product effectively, developing trusted relationships with clients and retaining customers is preferred;
Prior experience being measured via NPS scores is preferred
Experience growing an existing book of business, especially in a SaaS environment is preferred
Experience in a start-up organization preferred
Demonstrated understanding of the boutique fitness industry as a customer, employee, consultant or vendor
Work Skills / Personal Characteristics:
Excellent communication, written and oral presentation, and negotiation skills
Tech savvy and interested in the software development process, preferably in a startup environment
Metrics driven mentality
Internally motivated to accomplish results with the ability to work both independently and effectively within a team
Exceptional attention to detail and organizational skills
Able to multi-task and efficiently manage time and priorities for self and team
Passion for fitness, our vision, and the problem we are solving
Experience working with a remote leader while maintaining high levels of accountability and productivity
Understanding of basic HTML and CSS a plus
TSG is proud to be an Equal Opportunity Employer, considering applicants for employment with any characteristic protected by federal, state, or local laws. We embrace and encourage our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and any other characteristics that make Mariana’s employees unique. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self expression, unique capabilities and talent that Mariana’s employees invest in their work represents a significant part of not only our culture, but also the Company’s achievement as well.