Strategic Customer Success Manager - Remote

Overview

MyStudio 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.

In Short

• 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.

Requirements

• 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.

Benefits

• Opportunity to work on exciting, high-impact projects that reach a broad audience.
• Collaborate with a passionate and talented team.
• Your work will make a positive difference in fitness and education.
• Health, dental, and vision coverage.
• 401k with employer match, paid time off/sick leave.
• An incentive for prioritizing your sleep.