Job Description

Who is ?

provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most.

Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. Take a look at how we (and YOU) can make that happen.

We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through our story and what we value the most.

Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too.

Come do the best work of your life at .

The Customer Experience team is responsible for launching, supporting, and strengthening long-term relationships with customers. As a Customer Success Manager, you will partner closely with our Mid-Market customers- a portfolio of sophisticated, multi-location self-care businesses- to ensure they realize meaningful, ongoing value from our platform.

In this role, you will own a book of business end-to-end, proactively managing account health, renewals, and growth opportunities. You’ll work cross-functionally, share customer insights, and help shape strategies that strengthen the customer experience and support ’s long-term growth.

What you’ll do here:

Own the post-onboarding customer relationship, guiding customers toward sustained
value realization and long-term success with the platform
Own retention outcomes by proactively monitoring account health and risk signals and
executing contract renewals with data-driven judgment
Run structured check-ins, business reviews, and account planning for a Mid-Market book
of business
Build and maintain trusted relationships with customer stakeholders across each account
Advocate for customers by surfacing feedback, trends, and risks internally to inform
product and cross-functional action
Identify opportunities to boost product adoption and drive upsell/cross-sell within your
book
Serve as a go-to resource for newer CSMs on complex account situations and
escalations

What you'll need to thrive:

3+ years managing a Mid-Market book of business, with demonstrated success in
retention, renewals, and relationship management; prior experience in the salon, spa, or
wellness industry is a plus
Track record of independently managing complex, multi-location accounts with minimal
oversight, and translating technical solutions for stakeholders of varying technical depth
Strong business acumen - able to understand customer goals, identify risk early, and
prioritize across a diverse, multi-location book of business
Effective EQ - a clear, empathetic communicator who can deliver direct messages while
preserving trust and long-term relationships
Comfortable managing competing priorities and evolving processes, executing under
ambiguity while holding a high bar for follow-through
Growth mindset - proactively identifies and drives expansion opportunities using
customer context, usage data, and sound judgment
Skilled at risk identification and escalation, activating playbooks and internal partners to
protect retention
Comfortable analyzing customer metrics and translating insights into clear, data-driven
recommendations
Some experience mentoring or informally supporting newer CSMs, or clear interest in
growing into that role on the team

How we'll take care of you:

Your starting cash compensation for this role is $92,000 + $23,000 OTC, depending on your current skills, experience, training, and overall market demands. This salary range is subject to change, and there is always room for growth and advancement.

How We Take Care of Our Team

Our business is deeply immersed in an industry that’s centered around helping people feel their best, so we know that taking care of yourself isn’t selfish; it’s essential. That’s why our culture pairs high standards with genuine care. We don't glorify burnout or wear ‘always on’ as a badge of honor. Instead, we’ve created benefits designed to support you inside and outside of work, so you can bring your best self to both.

Here’s how we support you:

Competitive base pay and performance bonus eligibility because you deserve to be rewarded for your impact.
Equity participation for all full-time employees because we believe the people helping build should share in our long-term success.
Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage to help take care of you and your loved ones.
An annual $1,200 HSA employer contribution for eligible plans to help support healthcare costs and future planning.
100% covered dental, vision, life, and disability insurance, ensuring you stay healthy, protected, and ready for whatever life brings.
12 weeks of fully paid U.S. parental leave supporting all new parents equally as they take the time to bond, adjust, and be present when welcoming a new family member.
Flexible paid time off, plus 10 U.S. company holidays, where you are encouraged to rest, recharge, and take the time you need, guilt-free.
Fully remote with support, including a $200 home office setup allowance and a $50 monthly WFH reimbursement so your workspace is set up for success.
$200 quarterly Bucks to prioritize your well-being and stay connected to the industry we serve.
And other perks like One Medical membership and Employee Assistant Program.

To learn how collects, uses, and protects personal information related to candidates and employees, please review our Employee & Personnel Privacy Notice.

Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions at Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Customer Success Manager

Job Description

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