Customer Implementation Manager

MINDBODY, Inc.; Manchester; On-site; GBP 35,000 - 50,000; Full time

Job summary

A global software company is seeking a Customer Implementation Manager to lead onboarding projects for new clients. You'll guide customers through system setups and training to maximize their software investment. The ideal candidate has strong communication skills and a background in customer service. This role requires collaboration with clients and a proactive problem-solving approach, ensuring clients are equipped for long-term success.

Qualifications

• 3+ years in customer service or technical support roles.
• Proactive problem-solver who takes ownership and drives resolution.
• Strong communication and interpersonal skills.

Responsibilities

• Lead onboarding and implementation projects for customers.
• Collaborate with clients to configure systems and design workflows.
• Deliver 1:1 and small-group Zoom trainings.

Skills

Customer service

Technical support

Communication skills

Problem-solving

Project coordination

Software training

Job description

Overview

The Role You'll Play

You''ll be the go-to expert guiding new Mindbody customers through a seamless onboarding experience. As a Customer Implementation Manager, you''ll take the lead from day one, translating client goals into scalable system setups, offering hands-on training, and helping businesses get the most out of their software investment. Whether configuring workflows or recommending features, you''ll be a trusted partner during a critical moment in their journey.

Responsibilities

• Lead onboarding and implementation projects that set customers up for long-term success with Mindbody
• Collaborate with clients to understand their business model, configure systems, and design workflows tailored to their goals
• Deliver 1:1 and small-group Zoom trainings to ensure users are confident navigating the platform
• Act as a project manager from kickoff to launch, managing timelines, coordinating data conversions, and ensuring smooth transitions
• Recommend best practices, tools, and premium services that unlock deeper value and drive adoption
• Provide responsive technical support during onboarding, answering platform questions and helping troubleshoot issues
• Track time accurately in PSA systems and keep stakeholders informed with clear communication
• Support additional one-time projects and engagements that help clients evolve how they use Mindbody

Qualifications

• 3+ years in customer service or technical support roles, with a passion for delivering exceptional experiences
• Prior experience in a Mindbody technical role is a strong plus
• Strong communication and interpersonal skills, with the ability to engage tactfully and professionally across all levels of an organization
• Proactive problem-solver who takes ownership of escalations and drives resolution
• Skilled in time management, project coordination, and meeting tight deadlines
• Confident leading software training sessions and guiding change management discussions
• Comfortable navigating web and mobile platforms, Microsoft tools, and other common software
• Adept at translating customer needs into action and turning onboarding into a moment of transformation
• Right to work in the United Kingdom