Manager, Customer Success, RMM
•ToastHybrid· 8h
🎧 Support⏰ Full-time🎯 Lead / Principal💰 $119k-190k🇺🇸 USA
8h ago
Arketa·about 12 hours ago
Arketa is building the operating system for modern fitness and wellness. Our mission is to make wellness more accessible by empowering studios and wellness entrepreneurs to grow beyond in-person classes. We provide a powerful, all-in-one platform to manage and scale hybrid wellness businesses—whether online, in-person, or both.
With Arketa, users can easily manage schedules, accept bookings and payments, build on-demand video libraries, host retreats, and run marketing campaigns via text and email. We also offer fully branded apps and websites, so studios can deliver a seamless, professional experience across every customer touchpoint.
We’ve raised $15M in Series A funding and are growing quickly. It’s a unique moment to join us—we’re building a category-defining company in a fast-moving space, and we’re looking for teammates who are excited to help shape the future of wellness.
As a Services Manager, you'll own the relationship with a portfolio of Partners from first message to long-term loyalty. Most of your week is spent solving Partner problems quickly and warmly across chat, email, and Zoom. The rest is spent proactively: checking in on how their business is doing, spotting where Arketa can help them grow, and occasionally rolling up your sleeves to help run the operational side of their studio when they need an extra set of hands.
You'll take a consultative approach to every interaction, always keeping the Partner's business outcomes in mind. Success in this role means your Partners stay, grow, and become genuine fans of Arketa. This is a fast-paced, high-touch environment, and your Partners are counting on you to show up for them, both online and in their studios.
Services team sits within Arketa's Customer Experience organization, alongside onboarding, data migration, education, and retention.
Own Partner relationships start to finish (roughly half your week). Be the first line of support across chat, email, and Zoom, solving real operational problems (schedule issues, payment questions, migration blockers, integration hiccups) the first time wherever possible. You own the resolution, not just the response.
Proactively manage your portfolio (roughly a third of your week). Check in on your Partners, review how their business is tracking, and surface opportunities to help them improve outcomes like class fill rates and retention. Build trust and rapport so Partners stay with Arketa for the long haul.
Bring a consultative lens. Offer practical guidance on how Partners can get more out of Arketa and run a healthier business, always tailored to the way their studio actually operates.
Step in as a virtual studio manager when needed. Occasionally act as an extension of a Partner's team, helping manage the operational side of their studio on the platform when they need extra support.
Show up in the field. Spend 2 to 3 days a week visiting Partner studios in person across the Austin metro to deepen relationships and understand their business firsthand.
Become and stay an Arketa expert. Continuously learn new features, leverage AI-assisted internal tools to accelerate your research and drafting, and own the accuracy and Arketa voice of every response that goes out under your name.
Advocate for our Partners internally. Bring insights and industry feedback back to Product, Engineering, and CX leadership to improve features and prevent repeat issues.
Your north star is Partner retention. You'll also help drive studio business outcomes and strong NPS across your portfolio. When your Partners are thriving and sticking around, you're winning.
You've taught, run or managed a wellness business (yoga, pilates, bootcamp, or similar) and used industry software like MBO, Arketa, or an equivalent.
Impeccable written and verbal communication. You can explain complex things clearly, warmly, and concisely across chat, email, and face to face.
Proven ability to balance a reactive support queue, proactive outreach, scheduled calls, and in-person visits while prioritizing multiple high-priority resolutions.
Great judgment and the ability to problem-solve on your feet, always keeping the Partner experience in mind.
An eye for process improvement that contributes to a first-class Partner experience.
A team player. We're in this together, and you'll play an integral part in helping the team hit its goals.
Organized, self-sufficient, and a go-getter who goes above and beyond what's expected.
1 to 2 years of experience in a Customer Support, Customer Success, account management, or customer-facing operations role, ideally in a high-volume environment with SLA and CSAT targets.
Experience with Intercom, Slack, Notion, and Google Suite. If not, the ability to learn new tools fast.
Comfort using AI-assisted tools to accelerate your work.
Four-year post-secondary education / Bachelor's degree.
Competitive Salary
Stock Options
Comprehensive Medical, Vision and Dental Insurance
Unlimited PTO
Wellness Reimbursement
Ownership and Opportunity for Advancement
For this role, the estimated annual base salary is $60,000, depending on experience and qualifications. We believe in compensating fairly and transparently, and we’re happy to provide more detail during the interview process.
Arketa is an equal opportunity employer and is committed to diversity in its workforce. We actively encourage applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. We believe that a diverse and inclusive workplace fosters innovation and creativity, and we welcome candidates who share our values of respect, collaboration, and excellence.