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

Agilysys•Las Vegas, NV

24d

About The Position

Agilysys is seeking a spa industry professional with hands-on experience in spa operations and software systems (like Book4Time, Agilysys Spa) to join their team as a Customer Success Manager. This role focuses on partnering with luxury hotels, spas, and wellness businesses to drive adoption, optimization, and long-term success with Agilysys software solutions. The position supports and grows customer relationships across North America, Europe, and the Middle East, playing a critical role in delivering exceptional customer experiences and fostering long-term partnerships. This is not a traditional sales-focused role, but rather seeks a spa operations expert to help clients maximize their hospitality technology. Key responsibilities include ensuring product adoption and retention by developing strong customer relationships, collaborating with onboarding and sales teams, and maintaining a zero-churn mindset through proactive monitoring of customer satisfaction and usage. The role also involves managing unique feature requests, supporting internal stakeholders with customer communication, and updating customer information in Salesforce. The Customer Success Manager will also monitor customer health metrics, identify upsell opportunities, act as the voice of the customer to influence product roadmaps, and collaborate cross-functionally with Sales, Product, Marketing, and Support teams.

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

Former Spa Director, Spa Manager, or Wellness Operations leader who has worked hands-on with Book4Time, Agilysys Spa or other spa software systems
Additional experience with Agilysys Memberships or Agilysys Golf
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

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.