Services Manager

About the Role

As a Services Manager, you'll own the relationship with a portfolio of Partners from first message to long-term loyalty. Most of your week is spent solving Partner problems quickly and warmly across chat, email, and Zoom. The rest is spent proactively: checking in on how their business is doing, spotting where Arketa can help them grow, and occasionally rolling up your sleeves to help run the operational side of their studio when they need an extra set of hands.

You'll take a consultative approach to every interaction, always keeping the Partner's business outcomes in mind. Success in this role means your Partners stay, grow, and become genuine fans of Arketa. This is a fast-paced, high-touch environment, and your Partners are counting on you to show up for them, both online and in their studios.

What You’ll Do:

• Own Partner relationships start to finish (roughly half your week). Be the first line of support across chat, email, and Zoom, solving real operational problems (schedule issues, payment questions, migration blockers, integration hiccups) the first time wherever possible. You own the resolution, not just the response.

• Proactively manage your portfolio (roughly a third of your week). Check in on your Partners, review how their business is tracking, and surface opportunities to help them improve outcomes like class fill rates and retention. Build trust and rapport so Partners stay with Arketa for the long haul.

• Bring a consultative lens. Offer practical guidance on how Partners can get more out of Arketa and run a healthier business, always tailored to the way their studio actually operates.

• Step in as a virtual studio manager when needed. Occasionally act as an extension of a Partner's team, helping manage the operational side of their studio on the platform when they need extra support.

• Show up in the field. Spend 2 to 3 days a week visiting Partner studios in person across the Austin metro to deepen relationships and understand their business firsthand.

• Become and stay an Arketa expert. Continuously learn new features, leverage AI-assisted internal tools to accelerate your research and drafting, and own the accuracy and Arketa voice of every response that goes out under your name.

• Advocate for our Partners internally. Bring insights and industry feedback back to Product, Engineering, and CX leadership to improve features and prevent repeat issues.

What success looks like

Your north star is Partner retention. You'll also help drive studio business outcomes and strong NPS across your portfolio. When your Partners are thriving and sticking around, you're winning.

What We’re Looking For:

• You've taught, run or managed a wellness business (yoga, pilates, bootcamp, or similar) and used industry software like MBO, Arketa, or an equivalent.

• Impeccable written and verbal communication. You can explain complex things clearly, warmly, and concisely across chat, email, and face to face.

• Proven ability to balance a reactive support queue, proactive outreach, scheduled calls, and in-person visits while prioritizing multiple high-priority resolutions.

• Great judgment and the ability to problem-solve on your feet, always keeping the Partner experience in mind.

• An eye for process improvement that contributes to a first-class Partner experience.

• A team player. We're in this together, and you'll play an integral part in helping the team hit its goals.

• Organized, self-sufficient, and a go-getter who goes above and beyond what's expected.

Preferred:

• 1 to 2 years of experience in a Customer Support, Customer Success, account management, or customer-facing operations role, ideally in a high-volume environment with SLA and CSAT targets.

• Experience with Intercom, Slack, Notion, and Google Suite. If not, the ability to learn new tools fast.

• Comfort using AI-assisted tools to accelerate your work.

• Four-year post-secondary education / Bachelor's degree.

What We Offer:

• Competitive Salary

• Stock Options

• Comprehensive Medical, Vision and Dental Insurance

• Unlimited PTO

• Wellness Reimbursement

• Ownership and Opportunity for Advancement