JOB FAMILY SUMMARY:

The Implementation Team leads new Mindbody customers through software configuration, training, and onboarding to ensure successful setup with our products. The team supports a portfolio spanning SMB, Mid-Market (MM), and Strategic Accounts (SA), conducting virtual face-to-face onboarding sessions while meeting client requirements and timelines. Provides training and support for a smooth transition and effective use of implemented solutions. Recommends and helps implement additional value-added services available through Mindbody.

JOB SUMMARY:

The Manager, Implementation APAC is responsible for overseeing a team of onboarding specialists who deliver implementations across SMB, MM, and SA customer segments, ensuring they meet performance targets and goals. This role focuses on coaching and developing team members, driving performance, and providing insights to management regarding team outcomes. The Manager also ensures alignment with Mindbody’s purpose and strategy related to the post-sales customer experience throughout the onboarding process.

Key areas of responsibility include leading a team of onboarding specialists to meet performance targets, ensuring successful product adoption and customer engagement through segment-tailored onboarding programs, providing ongoing coaching and development, aligning cross-functional teams, driving process improvements, and managing all aspects of team performance, including recruiting, development, and addressing performance issues. For Strategic Accounts, the Manager additionally ensures tight coordination with a dedicated implementation manager, project manager and closer alignment with Sales to manage complex, multi-workstream implementations and stakeholder expectations.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s degree preferred or equivalent experience
• 5+ years of related work experience in customer success, onboarding, or implementation roles.
• 2+ years of management experience, preferably leading a team of onboarding or customer success professionals.
• Demonstrated knowledge of Mindbody and alignment with its culture and core values
• Ability to analyze performance data and translate insights into actionable improvements, with a strong understanding of customer onboarding, product adoption, and success metrics across SMB, MM, and SA segments
• Strong critical thinking skills, with the ability to address performance issues and implement process improvements
• Effective communication skills, providing clear direction and expectations to direct reports, and conveying priorities (both verbal and written) to upper management and the team
• Process-oriented, with the ability to identify and resolve inefficiencies
• Experience in empowering and supporting teams to achieve goals and KPIs
• Proven ability to utilize experience, data, and feedback to improve departmental services and processes, ensuring optimal efficiency
• Preferred: Experience coordinating cross-functional implementations involving project managers and Sales for complex/enterprise or strategic accounts

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Oversee a team of onboarding specialists delivering implementations across SMB, MM, and SA segments, ensuring they meet performance targets and KPIs, while providing ongoing coaching and development
• Develop and maintain a deep understanding of customer business and implementation objectives by segment; steer onboarding activities to align with segment-specific drivers and goals to ensure successful product adoption and customer engagement
• Guide the team through customer-centered onboarding programs that demonstrate value and efficiency, tailoring approach and depth to SMB, MM, and SA needs
• For SA implementations, partner closely with dedicated project managers to plan, sequence, and track multi-workstream deliverables, and maintain tighter alignment with Sales for scope, stakeholder management, and milestones
• Monitor team performance, provide regular insights to management, and take action to address any gaps or inefficiencies; incorporate segment-level reporting and insights (e.g., SA risk/issue logs, dependency tracking)
• Ensure alignment and coordination between teams involved in the onboarding process, maintaining a strong feedback loop with Sales, Project Management, Product, and Customer Experience—particularly for SA accounts
• Drive continuous improvement in onboarding processes, leveraging data, customer feedback, and collaboration with leadership and analysts; evolve segment-specific playbooks, templates, and RACI for SMB, MM, and SA
• Proactively engage with customers to ensure onboarding support and training drive effective product adoption; calibrate engagement model by segment (e.g., scaled for SMB, consultative for MM, and programmatic with PMO support for SA)
• Conduct regular one-on-ones and performance reviews, providing actionable coaching, feedback, and professional development opportunities
• Ensure team alignment with Playlists strategy, Code of Conduct, policies, and procedures, and partner with People and Culture to lead and support team members in areas such as selection, promotion, compensation, development, and employee relations
• Support the recruiting process by conducting interviews and making hiring decisions, with consideration for segment coverage needs (SMB, MM, SA)
• All other duties as assigned

About the Role

The Manager of Implementation is responsible for owning the commercial and strategic outcomes of a portfolio of mid-market wellness brands. Acting as the General Manager for your book of business, you will be accountable for retention, growth, and partnership health—leading executive-level relationships and driving measurable impact across the customer lifecycle.

This requires a strategic relationship leader and commercial owner, responsible for both customer success and revenue performance. You will collaborate closely with internal experts in onboarding, product enablement, and technical account management to deliver an exceptional partner experience and sustainable business outcomes. This role requires a balance of strategic thinking, operational rigor, and hands-on execution to help our customers expand, optimize, and thrive on the Mindbody platform.