[Remote] Customer Success Manager - Spa & Wellness (Former Spa Operations Leaders Encouraged)

Note: The job is a remote job and is open to candidates in USA. Agilysys is a leading provider of hospitality technology software solutions, and they are seeking a Customer Success Manager with expertise in spa and wellness operations. The role involves developing strong customer relationships, ensuring product adoption and satisfaction, and collaborating with various teams to optimize customer experience across luxury hotels and spas.ResponsibilitiesDevelop and maintain strong relationships with assigned customers, business users and key influencers to ensure the highest level of customer satisfaction, product adoption and account reference-abilityCollaborate with the onboarding team to ensure a successful and seamless transition of new customers post-go liveCollaborate with the sales team to help identify and drive upsells opportunities for new products, licenses and partner integrationsOperate with a zero-churn mindset by proactively soliciting and monitoring customer satisfaction, product usage and adoption to mitigate potential churn risk at all timesProactively follow-up on customer feedback and CSATs by ensuring all internal stakeholders are aware and appropriate remediations are put in place when requiredPartner with the sales team on market opportunities by providing insight on account health, satisfaction, usage and adoptionPartner with the finance team on customer billing and assist with any collection issues to avoid account deactivationsEnsure any unique feature requests and/or custom delivery projects and commitments are appropriately identified, understood and carried through with the internal stakeholders needed to deliver on time and with the desired resultsSupport internal stakeholders with customer communication, product updates, scheduling meetings, documenting business requirements, feature requests and satisfaction surveysUpdate and keep current all relevant customer contact information, meeting notes, emails and communications in SalesforceAssist in any other tasks and projects as assignedBuild and maintain strong, long-lasting relationships with customers across multiple countries in North America, Europe and the Middle EastMonitor customer health metrics and engagement levels to drive satisfaction, reduce churn, and support contract renewals processIdentify growth opportunities within existing accounts and partner with sales to drive upsell initiativesServe as the voice of customers by providing feedback to product, marketing, and support teams, helping influence product roadmap and strategy for the regionWork closely with Sales, Product, Marketing, and Support teams to align customer goals and deliver a cohesive experienceSkills5+ years in spa or wellness operations within luxury hotels or spasDirect hands-on experience using Book4Time, Agilysys Spa or other spa management systems; Additional experience with Agilysys Memberships or Agilysys Golf an assetExperience managing therapist scheduling, retail, memberships, and guest experience workflowsStrong comfort with technology and ability to translate operational needs into system usageSelf-motivated, proactive, and able to thrive in a fast-paced environmentExcellent verbal and written communication skills – ability to articulate complex topics, issues and resolutions both orally and in writingMust have strong business acumen, problem solving, multi-tasking and analytical skillsFlexibility in working outside normal business hours (where required) to meet with customersExcellent presentation skills, both online and in personPrior experience in SaaS, account management, or customer successProficiency across multiple platforms including Salesforce, Zendesk, Pendo, MS Office SuiteCompany OverviewAgilysys is a hospitality solutions company. It was founded in 1963, and is headquartered in Alpharetta, Georgia, USA, with a workforce of 1001-5000 employees. Its website is http://www.agilysys.com/.