Customer Success Manager

Summary

Join Daxko as a Customer Success Manager and build strong relationships with customers, ensuring they achieve desired outcomes through effective utilization of Daxko’s products and services. Proactively drive customer satisfaction, retention, and growth by monitoring customer health, providing consultative service, and identifying opportunities for success. Serve as a trusted advisor, building strong relationships and acting as the primary contact for all product-related needs. Conduct regular check-ins, understand customer pain points, and monitor customer engagement to address potential challenges. Conduct product training, share best practices, and manage subscription renewals while exploring upselling opportunities. Track and analyze customer health metrics, partner with other teams, and provide regular reports on customer health and satisfaction. Identify opportunities for customers to expand or upgrade services. The ideal candidate is a strategic, customer-focused professional who excels at delivering exceptional customer experiences.

Requirements

• A passion for helping others succeed and a customer-first mindset
• Strong communication and interpersonal skills - you’re someone who builds trust quickly and communicates with clarity and empathy
• A strategic, consultative approach - you think several steps ahead and connect the dots to find win-win solutions
• Confidence in interpreting data and trends to guide decisions and improve outcomes
• A knack for organization - you juggle multiple priorities without dropping the ball
• Technical acumen and the ability to quickly learn and support complex software solutions
• Bachelor's degree in Business, Communications, Marketing, or a related field—or equivalent experience
• 4+ years of experience in a customer-facing role such as Customer Success, Account Management, or Professional Services
• Experience with one or more of our platforms: ReClique Core, Daxko Operations, Spectrum, Club Automation, Zen Planner, or Motionsoft
• Familiarity with CRM and customer success tools like Salesforce, Gainsight, or similar platforms

Responsibilities

• Serve as the trusted advisor for assigned customers, building strong relationships and acting as their primary contact for all product-related needs
• Proactively conduct regular check-ins to assess satisfaction, address concerns, and provide ongoing service
• Understand customer pain points, goals, and business objectives to ensure alignment with Daxko’s products and services
• Monitor customer engagement and address potential challenges before they escalate, offering timely solutions
• Conduct product training sessions, share best practices, and provide guidance to optimize product usage and drive adoption
• Identify and manage subscription renewals while exploring opportunities to upsell additional features or services to increase customer value
• Track and analyze customer health metrics such as churn rate, Net Promoter Score (NPS), and product adoption to measure success and areas for improvement
• Partner with Sales, Service, and Product teams to communicate customer feedback, resolve escalations, and contribute to product development
• Provide regular reports on customer health, satisfaction, and success metrics to inform internal stakeholders and strategic initiatives
• Identify opportunities for customers to expand or upgrade their services, aligning recommendations to their goals for maximum impact

Preferred Qualifications

• Previous experience in the fitness, wellness, or SaaS space
• Knowledge of customer success strategies including retention, customer health, and risk mitigation

Benefits

• Flexible paid time off
• Affordable health, dental, and vision insurance options
• Monthly fitness reimbursement
• 401(k) matching
• New-Parent Paid Leave
• Casual work environments
• Remote work