Customer Success Manager (UK)

Due to our rapid and exciting growth, Vagaro is looking for an exceptional Customer Success Manager to join our team based in our fab satellite office in Stevenage, Hertfordshire. You will play a key role in enabling the UK Beauty/Salon, Fitness and Wellness communities to benefit from all that Vagaro's award-winning software has to offer. This position will require an infectious & confident personality, passion for software, excellent problem solver, patient trainer and enthusiastic Customer Success Manager. How You Will Contribute

• The Customer Success Manager will be responsible for setting up new customers for long term success by providing a one-on-one introduction to their Vagaro account, personalised to their business needs.
• Schedule regular onboarding and training sessions with the customers to excite & demonstrate the value of Vagaro for their business.
• Up-sell to customers, promote premium features, and highlight key capabilities & functionality of our Vagaro software to help customers grow and run their business more effectively. Key premium features include: Payments, Forms, MySite, Connect, Vagaro Drive & a range of Marketing tools.
• Carefully manage importing key data as we transfer all key information onto their Vagaro account.
• Build the foundation for a long-term, mutually beneficial business relationship with each customer.
• Troubleshoot, resolve, and document customer questions and issues with their Vagaro software.
• Increase customer retention by decreasing new customer cancellations due to being unfamiliar with the Vagaro platform.
• Be the initial Voice of the customer by cataloging their responses and providing suggestions for the Vagaro platform based on new-customer feedback.
• Maintain proper ticketing for the onboarding requests.
• Meeting all metric and CSAT goals for the position.
• Become a subject matter expert with the Vagaro platform and/or related support tools.
• Attend customer and industry events, increasing awareness and understanding of Vagaro best in class software.
• Share good news, celebrate success, and learn from what we do well.
  
  1- 3 years prior experience working within a technology or software business. This could be in support, sales, training, or similar roles within a customer success environment.
• Excellent communication skills, empathetic and patient as often users might not be skilled in using their computers, mobile devices, or card readers.
• Meticulous & detailed orientated to ensure a thorough onboarding experience to new customers.
• Ability to think critically in a timely manner and provide creative solutions to new situations and different personalities.
• Skilled and familiar with Microsoft 365 and a quick learner of new technology and software as at Vagaro we equip you with the most appropriate and innovative tools to help you excel in your job.
• Hungry to learn, and passionate about technology to master the Vagaro platform.
• Passion and interest in beauty/salon, welling-being or fitness industry would be welcome.
• Exemplify Vagaro core values, which are: We are Authentic. We are Informed. We are Tenacious. We are Inclusive. We are a Team.
  
  Vagaro, Inc. develops an all-in-one business management platform and a powerful online marketplace for the salon, spa, and fitness industries. More than 232,000 professionals in the United States, Canada, UK, and Australia use Vagaro's cloud-based software to manage all aspects of their operations. Consumers choose Vagaro to search for and book services in their community at their convenience. Vagaro is easy-to-use and works on any device.