MyStudio (https://www.mystudio.io/) is a software-as-a-service suite of products that gives fitness, martial arts, and other membership-based business studio owners the freedom that comes from automating and simplifying how customers buy from them — making them more money at all hours of the day, saving them money, and granting them more time.
We’re looking for a proactive and customer-obsessed Customer Success Manager (CSM) to join our growing team. As a CSM, you’ll serve as the primary point of contact for a portfolio of clients, ensuring they achieve their desired outcomes and derive maximum value from our product. You’ll work cross-functionally with our support, product, and sales teams to drive adoption, retention, and satisfaction
What you’ll be doing: (Your responsibilities)
- Own and manage a portfolio of customers, building strong relationships and becoming a trusted advisor.
- Lead onboarding and implementation to set customers up for long-term success.
- Develop customer success plans, monitor usage, and proactively engage customers to improve adoption.
- Conduct regular check-ins, QBRs, and renewal conversations with key stakeholders.
- Identify and mitigate risks to customer retention, acting swiftly to resolve issues and escalate when needed.
- Advocate for customer needs internally, sharing product feedback and identifying areas for improvement.
- Collaborate closely with Sales and Support to ensure a seamless customer experience.
- Track and report on key success metrics such as NPS, adoption rate, renewal rate, and churn.
What we're looking for: (Your Qualifications)
- 5+ years of experience in a Customer Success, Account Management, or similar customer-facing role in a SaaS or technology company.
- Proven track record of managing customer relationships and improving retention and satisfaction.
- Strong project management and communication skills—both written and verbal.
- Comfortable analyzing customer data and making insights-driven decisions.
- Experience working with HubSpot
- Empathy, proactivity, and a true customer-first mentality.
- Ability to work independently in a fast-paced, remote-first environment
How success will be measured in this role:
- Customer satisfaction ratings, including CSAT and NPS.
- User adoption rates and engagement metrics.
- Retention and churn rates across the customer base.
Why Work For MyStudio?
- Opportunity: The chance to get in on the “ground floor” of a tech company with startup energy; you’ll get to work on exciting, high-impact projects that reach a broad audience from day one.
- Team: You’ll get to collaborate with a passionate and talented team of Customer Success Managers, Customer Care Specialists, Salespeople, and Marketers. We are all very passionate about MyStudio’s mission, our clients, and the impact we have on local communities.
- Mission: Your work will have the power to make a positive difference in fitness, children’s education, and other membership-based industries doing admirable work.
- Compensation: In addition to your salary, we offer health, dental, and vision coverage, a 401k with employer match, paid time off/sick leave, and an incentive for prioritizing your sleep.
A little more about us:
Founded in 2018 by martial arts studio owners, MyStudio was created to improve the experience of customers, staff, and vendors alike. Our platform helps business owners gain more free time, focus on what they love, and stay in tune with their business to make informed decisions. We built MyStudio to share these benefits with others, empowering companies to make a positive impact on their communities.
- We are trustworthy. We do what is right, even when no one is looking. We are genuine and honest.
- We get stuff done. We are resourceful. We do what’s needed (ethically and morally) to find solutions and get results.
- We produce high quality work. We take pride in excellence. We pay attention to the details, hold ourselves to high standards, and deliver work we’re proud of.
- We are dependable. We are reliable. We follow through on our commitments, meet our deadlines, and ensure others can count on us.
- We challenge the status quo. We resist complacency. We are always seeking ways to make things better.
- We make a difference. We empower individuals and make a positive impact on the communities we serve. What we do helps to make people’s lives better and benefits society.
Interested? Let's grow together.
Please read this posting carefully, visit our website (www.mystudio.io), learn about us, and then apply. We are excited to grow our team, so if you're a good fit, expect this process to move quickly. Our process typically includes an initial conversation with our Recruiting team, a 1:1 interview with the Hiring Manager, and an on-site interview to meet the team and present a case study.
Please note this job description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities are subject to change.