Manager of Customer Success

Location: 100% Remote (U.S. Based Only - Select States)

About the role

The Manager of Customer Success at StyleSeat is pivotal in orchestrating a seamless interaction between multiple stakeholders to enhance customer satisfaction and retention. You will be instrumental in developing strategies that support the entire customer lifecycle, facilitating educational initiatives, and optimizing our approach to customer segmentation.

This role is designed for a visionary leader who is adept at driving initiatives that will enhance customer engagement and the long-term business success of our high-value and VIP Pros. Your ability to strategically guide your team and collaborate effectively with stakeholders across the company will be critical to our continued growth and customer satisfaction.

What You'll Do

Strategic Collaboration:

• Serve as a primary liaison between various departments to ensure cohesive strategy execution and communication.
• Collaborate with product, marketing, and the VIP Support team to align on customer success metrics, resolutions, and goals.

Educational Initiatives:

• Partner with the Lifecycle and Content Marketing team to organize and promote professional educational webinars and training sessions, enhancing the skills and engagement of our professional user base.
• Develop content and communication strategies to ensure maximum attendance and participation in educational programs.

Customer Segmentation and Feature Adoption:

• Lead efforts to refine and optimize our customer segmentation strategy to deliver targeted, impactful interactions.
• Drive successful feature adoption through tailored engagement strategies, ensuring customers gain maximum value from our offerings.

Leadership and Development

• Build and mentor a customer success team focused on excellence, accountability, and continuous improvement.
• Encourage a high-performance culture, set clear objectives, and regularly evaluate progress toward achieving business goals.

In the first year, you will

• Ensure the Customer Success team scales appropriately to meet the needs of StyleSeat’s community of professionals.
• Drive the Customer Success Strategy forward and execute the tactics to produce expected customer experience outcomes.
• Execute a Customer segmentation strategy to target growth feature adoption for professionals who utilize our platform.
• Optimize our CRM to bring forth automation and tech touch strategies, minimizing our need for manual campaigns.
• Work with Data Analytics to streamline our KPIs
• Evaluate our program to ensure its efficacy and bring enhancement proposals to make it more robust.

Success Metrics

• The successful candidate will be able to demonstrate the ability to manage the following KPIs. They will be able to set obtainable goals, monitor execution, and report progress to leaders within the organization.
• StyleSeat Revenue Per Pro
• Churn and Health Scores
• Feature Adoption
• Agent Performance

Who you are

Successful candidates can come from a variety of backgrounds, yet here are some of the critical and nice-to-have experiences we’re looking for:

Must Haves

• Proven experience in customer success, with a minimum of 2 years in a managerial role.
• Demonstrated ability to work effectively with cross-functional teams.
• Strong analytical skills with experience in customer segmentation and implementing successful engagement strategies.
• Ability to lead by example and teach our CSMs to have better, more focused conversations when setting goals with our High-Value Professionals.
• Excellent communication skills can construct and convey clear, practical internal and external strategies.
• Dynamic leadership qualities that inspire team dedication and advancement.

Nice to Haves

• Background in setting up and leading educational programs for customers.
• Experience with CRM tools and customer success software like FreshDesk, JIRA, or Tableau.
• Prior experience in a tech-focused or fast-paced entrepreneurial environment.
• Experience managing a remote team in different time zones.

Salary Range

Our job titles may span more than one career level. The career level targeted for this role has a base pay between $83,600 and $90,000. The base pay depends upon many factors, such as training, transferable skills, work experience, business needs, and market demands. Base pay ranges are subject to change and may be modified in the future.

Who we are

StyleSeat is the premier platform and marketplace designed to support and promote SMBs in the beauty and wellness industry to run and grow their business. It is a destination for consumers to discover, book, and pay. To date, StyleSeat has powered over 200 million appointments, totaling over $12 billion in revenue for small businesses in the beauty and personal care community.

Today, StyleSeat connects consumers with top-rated beauty professionals in their area for various services, including hair styling, barbering, massage, waxing, and nail care, among others. Our platform allows beauty and wellness professionals to maximize their schedules and earnings by minimizing gaps in cancellations and effectively attracting and retaining clientele.

StyleSeat Culture & Values

At StyleSeat, our team is committed to fostering a positive and inclusive work environment. We respect and value the unique perspectives, experiences, and skills of our team members and work to create opportunities for all to grow and succeed.

• Diversity - We celebrate and welcome diversity in backgrounds, experiences, and perspectives. We believe in the importance of creating an inclusive work environment where everyone can thrive.
• Curiosity - We are committed to fostering a culture of learning and growth. We ask questions, challenge assumptions, and explore new ideas.
• Community - We are committed to making a positive impact on each, even when win-win-win scenarios are not always clear or possible in every decision. We strive to find solutions that benefit the community as a whole and drive our shared success.
• Transparency - We are committed to open, honest, and clear communication. We hold ourselves accountable for maintaining the trust of our customers and team.
• Entrepreneurship - We are self-driven big-picture thinkers - we move fast and pivot when necessary to achieve our goals.

Applicant Note:

StyleSeat is a fully remote, distributed workforce; however, we only have business entities established in the list of states below and, thus, are unable to consider candidates who live in states not on this list for the time being. **Applicants must be authorized to work for ANY employer in the U.S. We cannot sponsor or take over sponsorship of an employment visa at this time.

* Alabama

* Arizona

* California

* Colorado

* Florida

* Georgia

* Illinois

* Indiana

* Maryland

* Massachusetts

* Michigan

* Nebraska

* New Jersey

* New York

* Ohio

* Oregon

* Pennsylvania

* Washington