Customer Success Manager

Position Summary

Reporting to the Director of Customer Success, the Customer Success Manager is the primary execution resource for proactive customer engagement, onboarding, training, and product adoption across all account segments - while identifying retention risks and expansion opportunities. The CSM serves as the day-to-day face of WellnessSpace Brands to customers - delivering training, maintaining sales enablement resources, advocating for customer needs across functions, and tracking customer health and product usage to ensure customers realize full value from their wellness and recovery amenities.

Reporting Structure

• Reports to: Director of Customer Success


• Department: Customer Success


• Key partnerships: Sales, Marketing, Product, Operations, Tech Support

Core Responsibilities

• Customer Engagement & Onboarding - Lead customer onboarding and implementations, execute proactive engagement cadences, and maintain accurate CRM records. Identify risks,

unresolved issues, and expansion signals and escalate to the Director.

• Customer Sales Strategy Consultation - Consult with customers on how they want to sell and price their wellness services, guiding them toward sustainable revenue models (e.g., recurring

packages over per-session sales) that maximize adoption and utilization.

• Training & Education - Deliver in-person and virtual training events that drive product adoption and customer engagement. Serve as a product expert across all five WellnessSpace Brands products. Create and maintain training materials, WSB University content, and on-demand self-service modules that reduce reliance on live training.


• Customer Portal & Product Expertise - Manage Customer Portal memberships, drive portal engagement, and serve as a product expert on CONTROL 2.0. Create demos and recorded training assets for the sales team.

• Sales & Marketing Support- Maintain SharePoint infrastructure, sales resource binders, and

customer collateral. Develop new sales resources and work with Marketing to help customers promote their wellness spaces.

• Customer Advocacy & Resolution -Serve as the customer's internal advocate by coordinating cross-functional resolution of customer needs across Product, Operations, and Sales. Track open items through to closure and escalate to the Director as needed.


• Billing & API Coordination - Close the loop between customers and Accounting to ensure API billing forms are signed and processed, enabling accurate monthly billing for API connections.


• Reporting & Operational Support - Maintain CS dashboards, track adoption and customer-health indicators, and analyze usage data. Support strategic account reviews, provide tradeshow and event support, and report metrics at the annual sales meeting.

Qualifications

• 2+ years in customer success, account management, training, or a related customer-facing role


• Experience delivering both in-person and virtual training programs


• Strong presentation, written, and verbal communication skills - comfortable leading training for groups of all sizes and creating customer-facing content


• Demonstrated ability to manage multiple customer relationships and competing priorities simultaneously


• Experience with CRM systems and proficiency with Microsoft Office Suite and SharePoint


• Collaborative and self-directed - able to work effectively across Sales, Marketing, Product, and Operations while taking initiative with appropriate escalation


• Willingness and ability to travel up to 25% for onsite customer training, live events, and tradeshows


• Bachelor's degree preferred, or equivalent experience in a customer-facing or training role