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

Agilysys•Las Vegas, GA

About The Position

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. This is not a traditional sales-focused CSM role. We are seeking a spa operations expert who can partner with luxury hotels, spas and wellness businesses to drive adoption, optimization, and long-term success with their Agilysys software solutions. As a Customer Success Manager with Agilysys, you will support and grow our customer relationships across the North America, Europe and Middle East regions. You will play a critical role in delivering an exceptional customer experience and fostering long-term partnerships.

Requirements

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
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
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.

Nice To Haves

Additional experience with Agilysys Memberships or Agilysys Golf an asset
Prior experience in SaaS, account management, or customer success
Proficiency across multiple platforms including Salesforce, Zendesk, Pendo, MS Office Suite

Responsibilities

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