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

Agilysys exclusively delivers state-of-the-art hospitality technology software solutions and services that help organizations go beyond what they can accomplish with traditional property management systems (PMS), point-of-sale (POS) solutions and food and beverage I & P systems. Our modern, state-of-the-art solutions work standalone to provide best-in-class capabilities or together in a coordinated ecosystem that unifies data and workflows across a property, equipping staff members to delight guests, improve efficiency, and grow margins. Our 100% hospitality customer base includes branded and independent hotels; multi-amenity resorts; casinos; property, hotel and resort management companies; cruise lines; corporate dining providers; higher education campus dining providers; food service management companies; hospitals; lifestyle communities; senior living facilities; stadiums; and theme parks. You can learn more about us by visiting Leading Hospitality Management Software | Agilysys.

How You’ll Make an Impact:

• Product Adoption & Retention:
  • Develop 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-ability.
  • Collaborate with the onboarding team to ensure a successful and seamless transition of new customers post-go live.
  • Collaborate with the sales team to help identify and drive upsells opportunities for new products, licenses and partner integrations.
  • Operate with a zero-churn mindset by proactively soliciting and monitoring customer satisfaction, product usage and adoption to mitigate potential churn risk at all times.
  • Proactively follow-up on customer feedback and CSATs by ensuring all internal stakeholders are aware and appropriate remediations are put in place when required.
  • Partner with the sales team on market opportunities by providing insight on account health, satisfaction, usage and adoption.
  • Partner with the finance team on customer billing and assist with any collection issues to avoid account deactivations.

• Relationship Strength & Depth, NPS:
  • Ensure 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 results.
  • Support internal stakeholders with customer communication, product updates, scheduling meetings, documenting business requirements, feature requests and satisfaction surveys.
  • Update and keep current all relevant customer contact information, meeting notes, emails and communications in Salesforce.
  • Assist in any other tasks and projects as assigned.

What You’ll Do:

• Customer Relationship Management:
  Build and maintain strong, long-lasting relationships with customers across multiple countries in North America, Europe and the Middle East.
• Retention & Renewals:
  Monitor customer health metrics and engagement levels to drive satisfaction, reduce churn, and support contract renewals process.
• Upsell & Expansion:
  Identify growth opportunities within existing accounts and partner with sales to drive upsell initiatives.
• Voice of the Customer:
  Serve as the voice of customers by providing feedback to product, marketing, and support teams, helping influence product roadmap and strategy for the region.
• Cross-Functional Collaboration:
  Work closely with Sales, Product, Marketing, and Support teams to align customer goals and deliver a cohesive experience.

Qualifications & Experience

• 5+ years in spa or wellness operations within luxury hotels or spas
• Direct hands-on experience using Book4Time, Agilysys Spa or other spa management systems; Additional experience with Agilysys Memberships or Agilysys Golf an asset
• Experience managing therapist scheduling, retail, memberships, and guest experience workflows
• Strong comfort with technology and ability to translate operational needs into system usage
• Self-motivated, proactive, and able to thrive in a fast-paced environment
• Excellent verbal and written communication skills – ability to articulate complex topics, issues and resolutions both orally and in writing 
• Must have strong business acumen, problem solving, multi-tasking and analytical skills 
• Flexibility in working outside normal business hours (where required) to meet with customers. 
• Excellent presentation skills, both online and in person 

Nice To Have

• Prior experience in SaaS, account management, or customer success
• Proficiency across multiple platforms including Salesforce, Zendesk, Pendo, MS Office Suite

• Former Spa Directors or Assistant Spa Directors
• Regional Spa Managers supporting multiple properties
• Wellness operations leaders who love improving systems and processes
• Spa professionals looking to transition into hospitality technology

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Must be willing to complete all license applications, background checks, security checks and/or any other documentation and provide copies of any identification documents required by any State, Federal or Tribal governmental agency in order to maintain compliance with their laws and to successfully perform in the role.

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The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.  Conditions may require the Company to modify this job description and the Company reserves the right to exercise its discretion to make such changes.

Agilysys is an equal opportunity employer.  In compliance with Federal and State EEO laws, qualified applicants are considered for all positions without regards to race, color, gender, religion, national origin, ancestry, place of birth, age, marital status, sexual orientation, disability, or veteran status.

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