Customer Success Manager, Mid-Market

About this role

About Our Client

Our client provides the first and only client experience platform for appointment-based, self-care businesses. It empowers its customers to give their clients more of the magical moments that matter most.

Before launching, the founders spent months interviewing salon managers and working behind front desks to understand their pain points to design a modern, user-friendly platform that meets the unique needs of their business. Its roots may be in hair salons, but it is built for the broader self-care industry, including many types of salons, spas, medspas, barbershops, and more. The technology not only helps customers survive but thrive.

The team has an insatiable curiosity and embraces experimentation. It believes that simple solutions require the most sophistication, and each and every detail is designed to maximize potential, power, and impact.

The team values and celebrates diverse backgrounds. Being open about who individuals are and what they do allows them to do the best work of their lives. The company believes in equal opportunity for all.

About The Role

The Customer Experience team is responsible for launching, supporting, and strengthening long-term relationships with customers. As a
Customer Success Manager
, this role will partner closely with Mid-Market customers—a portfolio of sophisticated, multi-location self-care businesses—to ensure they realize meaningful, ongoing value from the platform.

In this role, the individual will own a book of business end-to-end, proactively managing account health, renewals, and growth opportunities. The role involves working cross-functionally, sharing customer insights, and helping shape strategies that strengthen the customer experience and support the organization’s long-term growth.

Key Responsibilities

• Own the post-onboarding customer relationship, guiding customers toward sustained value realization and long-term success with the platform.
• Own retention outcomes by pr...