Hybrid Account Manager bei MyStudio

MyStudio (https://www.mystudio.io/) is a software-as-a-service suite of products that gives fitness, martial arts, and other membership-based business studio owners the freedom that comes from automating and simplifying how customers buy from them — making them more money at all hours of the day, saving them money, and granting them more time.

We’re looking for a proactive and customer-obsessed Account Manager to join our growing team. As an Account Manager at MyStudio, you’ll drive growth, retention, and satisfaction across a portfolio of accounts. You will act as a strategic advisor and advocate, helping customers maximize the value of our platform through proactive engagement, deep relationship-building, and ongoing education. You’ll work cross-functionally with our support and product teams to drive adoption, retention, and satisfaction.

What you’ll be doing: (Your responsibilities)

• Engage – Execute a consistent, tailored contact strategy across your customer portfolio to reduce churn, drive satisfaction, and maintain long-term engagement.
• Grow – Identify and execute upsell opportunities using product insights and business conversations aligned with customer goals.
• Onboard – Welcome and guide new users to value quickly through hands-on support and product education.
• Build – Ensure strong Customer Experience by building meaningful relationships through regular check-ins, business reviews, and strategic planning sessions with your accounts.
• Own – Own Key Performance Indicators (KPI) related to revenue growth, retention, and product adoption through a strategic and data-driven success plan.
• Collaborate – Partner with Product, Sales, and Support teams to ensure seamless customer handoffs and address user feedback proactively.

What we're looking for: (Your Qualifications)

• 2+ years of experience in SaaS Account Management or Customer Success, ideally in a high-velocity, subscription-based environment
• Proven track record managing a book of 200+ accounts with measurable results in retention, expansion, and product adoption
• Strong consultative communication skills — able to uncover business needs, lead strategic conversations, and build lasting trust
• Demonstrated ability to build and own data-driven success plans tied to key metrics such as renewal rate, product adoption, and expansion
• Skilled at identifying upsell opportunities and positioning add-ons or expanded seat counts based on product insights and customer goals
• Experienced in facilitating quarterly business reviews and strategic planning sessions, with confidence in presenting account health and securing next steps
• Comfortable designing and executing multi-channel engagement strategies across phone, email, in-app messaging, and LinkedIn, maintaining a balance of scale and personalization
• Proactive in mitigating churn — able to detect early warning signs (e.g., drop in usage, negative feedback) and respond with creative, targeted engagement tactics
• Capable of onboarding and training new users through clear guidance, kickoff calls, and creation of self-service enablement materials such as how-to guides or short videos
• Effective cross-functional collaborator who can align with Product, Sales, Marketing, and Onboarding teams to deliver a seamless customer experience
• Able to translate technical feedback into actionable insights and coordinate with internal teams to address customer needs
• Exceptionally organized and able to manage a large portfolio (200–350 accounts) while maintaining consistent check-ins and execution on account plans
• Proficient with tools such as CRM platforms (e.g., HubSpot) and analytics tools like Google Sheets, Tableau, or native SaaS dashboards
• Experience in or passion for the fitness or martial arts industry is a plus (but not required)

How success will be measured in this role:

• Customer Retention & Satisfaction: Minimize churn and maintain high levels of customer happiness
• Revenue Impact: Drive account growth through upselling and expansion opportunities
• Customer Feedback: Maintain strong CSAT and NPS scores as indicators of customer loyalty and satisfaction

Why Work For MyStudio?

• Opportunity: The chance to get in on the “ground floor” of a tech company with startup energy; you’ll get to work on exciting, high-impact projects that reach a broad audience from day one.
• Team: You’ll get to collaborate with a passionate and talented team of Customer Success Managers, Customer Care Specialists, Salespeople, and Marketers. We are all very passionate about MyStudio’s mission, our clients, and the impact we have on local communities.
• Mission: Your work will have the power to make a positive difference in fitness, children’s education, and other membership-based industries doing admirable work. 
• Compensation: In addition to a competitive salary, we offer health, dental, and vision coverage, a 401k with employer match, paid time off/sick leave, and an incentive for prioritizing your sleep. 

A little more about us:

Founded in 2018 by martial arts studio owners, MyStudio was created to improve the experience of customers, staff, and vendors alike. Our platform helps business owners gain more free time, focus on what they love, and stay in tune with their business to make informed decisions. We built MyStudio to share these benefits with others, empowering companies to make a positive impact on their communities. 

• We are trustworthy. We do what is right, even when no one is looking. We are genuine and honest.
• We get stuff done. We are resourceful. We do what’s needed (ethically and morally) to find solutions and get results.
• We produce high quality work. We take pride in excellence. We pay attention to the details, hold ourselves to high standards, and deliver work we’re proud of.
• We are dependable. We are reliable. We follow through on our commitments, meet our deadlines, and ensure others can count on us.
• We challenge the status quo. We resist complacency. We are always seeking ways to make things better.
• We make a difference. We empower individuals and make a positive impact on the communities we serve. What we do helps to make people’s lives better and benefits society.

Interested? Let's grow together.

Please read this posting carefully, visit our website (www.mystudio.io), learn about us, and then apply. We are excited to grow our team, so if you're a good fit, expect this process to move quickly. Our process typically includes an initial conversation with our Recruiting team, a 1:1 interview with the Hiring Manager, and an on-site interview to meet the team and present a case study.

Please note this job description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities are subject to change.

MyStudio is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All offers of employment are contingent upon clear results of a thorough background check.