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 are seeking a dynamic and solutions-oriented Director of Customer Success to join our scaling team on a full-time basis. As our Director of Customer Success, you will oversee both our Customer Success and our Customer Care teams. Your leadership will be instrumental in driving customer satisfaction, retention, and expansion while ensuring seamless support experiences for our users.

What you’ll be doing (Your responsibilities):

Oversee and develop the Customer Success and Customer Care teams, ensuring alignment with company objectives and customer needs.
Drive customer onboarding, ensuring a smooth transition from sales to activation.
Develop strategies to maximize user adoption, engagement, and retention.
Implement customer health monitoring and proactive engagement strategies to reduce churn.
Foster relationships with key accounts to understand business objectives and ensure MyStudio delivers value.
Optimize technical support processes, ticketing workflows, and escalation procedures.
Ensure a high level of responsiveness to customer inquiries and technical issues.
Implement and enhance self-service support solutions, such as help centers and knowledge bases.
Track and analyze customer support trends to drive product and service improvements.
Cross-functionally collaborate with Sales, Product, and Marketing teams to relay customer feedback, advocate for user needs, and drive continuous improvement.
Define and track KPIs related to customer satisfaction (CSAT, NPS), retention, support resolution times, and expansion revenue.
Continuously evaluate and enhance internal processes, ensuring scalability as MyStudio grows.

What we're looking for (Your Qualifications):

8+ years of experience in customer success, account management, or customer support in a SaaS environment, with at least 2 years in a leadership role.
Proven track record of driving customer satisfaction, retention, and team performance.
Strong ability to coach, mentor, and develop high-performing, diverse teams.
Exceptional communication skills, with the ability to engage, influence, and collaborate effectively across cross-functional teams, whether in-person or remotely, ensuring alignment and fostering strong working relationships.
Data-driven and solutions-oriented mindset, with the ability to analyze trends, draw insights, and make informed decisions to solve complex business problems.
Ability to navigate and coach teams through complex customer challenges, escalations, and drive resolutions.
Strong project management skills to oversee multiple initiatives simultaneously; adeptness in driving results and facilitating communication through CRM tools, customer success platforms, and help desk software.
Passion for delivering exceptional customer experiences, customer advocacy, and continuously improving service delivery.
Proactive and resourceful, with a proven ability to quickly learn new concepts, adapt to changing environments, and take initiative to drive projects forward independently, all while maintaining a strong focus on results
A natural collaborator who fosters a team-oriented environment by actively listening, contributing ideas, and supporting colleagues, ensuring that collective success is prioritized over individual achievement

How success will be measured in this role:

Team customer satisfaction ratings, including CSAT and NPS.
User adoption rates and engagement metrics.
Retention and churn rates across the customer base.
Customer support resolution times and first-response effectiveness.
Team performance and development, including training and process improvements.

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: This role’s compensation range is $130k - $150k OTE. 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.