DaySmart supercharges experienced-based businesses with innovative, industry-specific software services that power customer and revenue growth. With thousands of partners worldwide and dozens of industry awards, we provide best-in-class solutions to accelerate their business.

DaySmart Beauty delivers cloud-based software designed for salons, spas, and the tattoo and piercing industries. With over 20 years of experience, we simplify business operations by streamlining scheduling, automating tasks, and improving client interactions. Our platform manages everything from appointments to payments, empowering businesses to focus on offering exceptional client service.

As a Customer Success Manager, you’ll own a high-touch book of brand-new customers for at least the first 90 days of their journey. Your mission: guide each account from “sign-up” to “fully adopted power user,” then hand them off smoothly to our technical support team while still pitching in on retention campaigns for mature accounts.

This is a hands-on individual-contributor role that blends onboarding guidance, data-driven outreach, early-life and ongoing retention tactics. You’ll partner with Sales, Implementation, Onboarding and Support to deliver a seamless customer journey.

Success Looks Like

• 90-Day Logo Churn: < 10 %

• Net Promoter Score (NPS) for New Cohort: = 45

• Save Rate on At-Risk Post-90-Day Accounts: = 30 %

What You’ll Do

Customer Success & Onboarding (~70%)

• Own ~100 active new accounts at any given time, maintaining a manageable, high-touch book.

• Run scheduled touchpoints Day 1 through day 90.

• Monitor health signals (log-ins, bookings, payments processed) via systems and reports and intervene proactively.

• Drive KPIs: Time-to-Value < 14 days and First-90-Day Retention = 90 %.

Post-90-Day Retention (~25%)

• Support quarterly retention processes and campaigns, such as low NPS, cancellation requests, downgrades, win-back offers, usage-dip re-engagement, and advocacy drives.

• Take on a block of at-risk mature accounts, crafting and executing save plans.

Continuous Improvement (~ 5%)

• Feed structured Voice of Customer insights to Product & Marketing to influence roadmap and messaging as needed.

• Refine 90-day playbooks, email cadences, and health-score logic based on new learnings as needed.

What You Bring

• 2-4 years in SaaS customer success, onboarding, or account management, ideally for service-based SMBs (bonus if you have experience in the salon, spa or tattoo world)

• Proven success managing high-volume, high-velocity books of business.

• Ability to read usage dashboards, spot trends, and translate data into action plans.

• Clear, confident communicator on video, phone, chat, and email; you make tech feel simple.

• Organized multitasker, comfortable juggling dozens of accounts with varied timelines.

• Familiar with CRMs (Salesforce) and customer support tools (Intercom); bonus points for appointment/business management platforms.

Ready to coach, ship, and delight creative pros? Apply today and let’s level-up the beauty & body-art industry together.

Salary

The salary range for this role is $55,000 to $60,000 per year. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.

What We Offer

• Competitive salary and benefits including medical, dental, vision, HSA, FSA, and more!

• 401k plan with company match on your contributions.

• Open PTO and a generous paid holiday schedule.

• Supportive work environment with the flexibility to work where/how you want – in-office, remote, or hybrid.

• Opportunities to ensure you are always learning and growing.

How You Will Work

This will be a US based position. We offer flexible work arrangements including fully remote, in person or hybrid opportunities. For those looking to work in person, we have physical offices in the following cities:

• Ann Arbor, MI

• Scottsdale, AZ

• Wayne, PA

• Austin, TX

DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.

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