As the Manager of Customer Success, you work directly with a team of Account Managers focused on establishing and maintaining relationships with strategic accounts across the Daxko product portfolio. You will partner with the SVP of the Services organization to establish scalable, repeatable processes that drive high customer retention, satisfaction, and revenue generation. You will take part in defining the strategic customer journey, standardizing the template for customer success, and manage the daily interactions with both team members and strategic customers.

What you'll be responsible for...

• The design/build/launch/ongoing execution and management of our Customer Success team of account managers with a focus on scale
• The retention/engagement of strategic accounts across the business
• Building customer success plans focused on the anticipation of business needs of our customers that provide solutions and contribute to the organization’s revenue generation
• Understanding and being able to effectively communicate the value of the Daxko products across the business
• Serving as the first layer of escalation management for customers in the Customer Success program
• Working in partnership with leadership in Customer Service and Professional Services to focus on revenue retention & recognition
• Identifying new service and/or product opportunities and coordinate as necessary with Sales
• Adhering to standard Daxko tools and processes (i.e., tracking calls and cases in SFDC, etc.) for recording and responding to service activities (i.e., customers visited, presentations made, etc.).
• Hiring, leading, coaching, and mentoring a team of Account Managers
• Personally managing escalations from direct reports and following a methodical escalation process to execs
• Managing the Customer Success organization as defined through targeted metrics and standardized reporting to the executive officers
• Consistently identifying opportunities for continuous improvement
• Being available to travel 50% - 65%

Required experience:

• 4-7 years demonstrated proficiency in the management of a Customer Success organization with direct oversight of employees
• 3-5 years’ experience in a software organization managing large-scale or strategic customers

Preferred Qualifications:

Preference will be given to candidates who have the following:

• Bachelor in Business, Accounting, Marketing or equivalent work experience preferred
• Extensive experience building relationships and understanding a customer’s needs is essential
• Ability to interface with multiple levels within a customer’s organization (C Suite & association leaders)
• Strategic Planning
• Relationship Building
• Presentation skills, which includes superior verbal and written communication
• Excellent judgment

The Daxko Nation includes five distinct brands: Daxko, Club Automation, CSI Spectrum, AAC, and Zen Planner. Through these brands, we deliver comprehensive technology solutions and experienced services to health & wellness facilities. Since we began in 1998, we’ve grown to span 68 countries, 10,000 facilities and over 20 million members. Our customers rely on us to be the engine of their growth with deep insight, guidance, technology solutions, and exceptional experiences that make us the industry’s recognized #1 software provider.

Our company, with a culture of collaboration, action, and entrepreneurship, has a well-deserved reputation of providing “career-defining” opportunities for team members willing to pursue them.

With a high value placed on taking care of our customers and our team members, we have frequently been recognized locally and nationally as best workplaces.

All your information will be kept confidential according to EEO guidelines.