Customer Success Manager

Apply here
Locations: New York

Transforming performance by changing the way people think

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 organisational change by transforming how people think, feel and behave in the workplace.

Our client list now includes most of the FTSE100/S&P100 and over 2 million professionals in 60 countries have taken part in a live Mind Gym experience. Furthermore, we are growing rapidly and have successfully floated on the London Stock Exchange.

But this is just the start… We’re assembling a new digital function from scratch

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.

Additionally, 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.

The Role:

As the Customer Success Manager, you’ll be the primary contact alongside colleagues (CT/CST) for the onboarding of new customers, the training of platform end-users, as well as any post go-live technical support (2nd Line).

You’ll collaborate with MG engineering team and relevant 3rd party suppliers to set up or configure our software platforms as per customers’ requirements and troubleshoot (2nd Line).

Enable successful roll-out of Mind Gyms digital products and services to our customers alongside colleagues (CT/CST), including sharing and developing relevant documentation, helping brainstorming ideas, and attending client launches/go-live.

Support colleagues (CT/CST) in a cadence of communicating with customers about their adoption trends, sentiment, and help identify opportunities for deeper engagement. Driving retention and growth among our most valuable customers by understanding business needs and helping them succeed.

Help Identify opportunities for customers to act as Mind Gym advocates alongside colleagues (CT/CST) (e.g. testimonials, case studies).

Marshall resources across the Mind Gym as needed to support customers’ needs and represent the voice of the customer to inform our sales process and product roadmap.

Help create and deliver high-quality training. Training for internal teams to deliver more successful content and training to clients to ensure maximum adoption and engagement within the platform.

Maintain launched products and existing white labelled products to triage, fix and log requests and suggested improvements with the development team.

What we’re looking for:

 

  • 3+ years in a Customer Success, Relationship Management, Account Management, or similar role
  • Exceptional communication skills, highly organised, collaborative and detail oriented
  • Experience building and maintaining customer relationships
  • Experience resolving issues with 3rd parties, understanding SLAs, how these translate to customer needs
  • Experience troubleshooting 3rd party software products and escalate when required
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • Have/willing to learn, basic tech skills in html, javascript, css and APIs – confidently discuss technical terms

 

Skills & Qualifications:

 

  • Results-driven mentality, self-motivated, enthusiastic and with a “can do” attitude – bias for action & speed
  • Strong analytical skills, as ability to translate data into insights. Experience with Excel preferred
  • Strong PowerPoint/Keynote skills
  • Comfort in a dynamic environment, operates effectively with uncertainty and change
  • Experience working with, and managing, customers and stakeholders
  • A high level of accuracy and attention to detail is required, excellent communication and interpersonal skills
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)

Mind Gym provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Team:
This site uses cookies to give you a better browsing experience. If you press accept, we’ll assume you are happy with this.
For information on how to manage cookies on your browser, please refer to our cookie policy.
accept