Customer Success Manager

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Locations: New York
Location: Remote US (with option to work in NYC office)

Mind Gym is a behavioral change management business that uses psychology to help companies solve complex problems. Through our bite-sized learning programs and e-workouts, each designed by Mind Gym’s team of behavioral scientists, we drive positive organizational change by transforming how people think, feel and behave in the workplace.

Our client list includes most of the FTSE100/S&P500 and over 3 million professionals in 60 countries have taken part in a Mind Gym experience. We are growing rapidly and have successfully floated on the London Stock Exchange.

But this is just the start. We’re now assembling a new digital product for our clients.

About the Digital Team:

We’re putting together a digital team that is tasked with developing a new platform that will serve highly personalized learning experiences and deliver measurable behavioral change for a global audience. The team will be responsible for defining best-in-classes digital processes, building a new portfolio of products and a salable design system.

At the heart of what we’re building is our adaptive learning platform which will become the bedrock for our wider digital eco-system. This platform will allow us to maximize our IP, content, and data from 20 years as behavioral science & change management experts and allows us to expand into new markets.

About The Role:

You’ll have the opportunity to work with amazing colleagues who will challenge your thinking and support your continued development. You’ll be part of a bold, innovative business changing the way people think, and be able to write you own chapter of our growth story as industry disruptors with our new digital platform.

Working closely with our Client Delivery Team, Sales teams, and engineers, the Customer Success Manager will enable the successful roll-out of Mind Gym’s digital products and services to our clients.

You will be the primary contact for new clients from initial stages of client launches and ‘go-lives’, to onboarding, training end-users, and assisting with technical support post-adoption.

Training:

  • You will deliver high-quality training to clients to ensures maximum adoption and engagement. Additionally, you will train internal teams on how to deliver more successful content.

Troubleshooting:

  • Alongside the engineering team and third-party suppliers, you will implement, configure and troubleshoot our software platforms per each clients’ unique requirements.

Communications:

  • Communicate with colleagues across functional areas to gain deeper insight on client feedback of the product. Create communication cadences that ensure information is shared seamlessly and efficiently so that valuable intel regarding issues such as adoption trends and sentiment, is utilized to increase engagement, retention and growth among our most valuable customers.
  • Constantly strive for better communication that leads to better understanding our clients’ business needs so that Mind Gym’s products can lead them to success.
  • Marshall resources across the company to support customers’ needs and represent the voice of the customer to inform our sales process and product roadmap.

Customer Follow-up:

  • Identify opportunities for customers to act as Mind Gym advocates (e.g. testimonials, case studies).

Teamwork & Input:

  • Brainstorming with the team on ways to constantly improve and optimize our digital offering.
  • Maintain launched products and existing white labelled products to triage, fix and log requests and suggested improvements with the development team.

About You:

  • 3+ years in a Customer Success, Relationship Management, Account Management, or a similar role where you built and maintained customer relationships
  • Experience working alongside and managing customers and stakeholders
  • Exceptional communication and interpersonal skills; it is essential that you excel at collaborating with colleagues across the organization, externally with clients and with vendors
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • Able to thrive in a dynamic, fast-paced environment full of change and ambiguity
  • Highly organized, detail-oriented
  • Strong analytical skills; ability to extract insight and meaning from data
  • Experience troubleshooting & resolving issues with 3rd parties and their software products; understands when to escalate issues.
  • Understands SLAs and how they translate to customer needs
  • Strong PowerPoint & Keynote skills; Excel preferred
  • Confidence discussing technical terms

What Mind Gym Offers:

We want people to do their best work every day and that’s why we ensure everyone at Mind Gym works in an environment that challenges them to be their best, while maintaining a strong sense of wellbeing.

Mind Gym is committed to diversity and inclusion. We offer equal employment opportunities to all applicants regardless of age, gender, ethnicity, disability, sexual orientation, socio-economic status, religious beliefs, marital or parental status.

We support flexible working arrangements for all roles, unless operational requirements prevent otherwise. We are committed to providing a working environment where everyone’s individuality and unique contributions are recognized, valued and respected.

We offer competitive compensation and a generous benefits package including Medical, Dental, Vision and Life Insurance; 401K plan; pre-tax commuter benefits; flexible spending account (FSA); a generous vacation package and paid company holidays.

Team:
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