Customer Success Manager

Summary

Join Xplor's Fitness & Wellbeing vertical as a Customer Success Manager, focusing on SMB clients. You will manage a portfolio of accounts, ensuring client retention, preventing churn, and identifying growth opportunities. Responsibilities include executing the full sales cycle for renewals and upsells, running nurture campaigns, acting as a product expert, and collaborating with internal teams. The ideal candidate possesses 1-2 years of experience in account management or customer success within a SaaS environment, strong communication and negotiation skills, and a customer-centric mindset. This fully remote position offers a base salary of $70,000-$85,000 USD plus a discretionary bonus. Xplor provides various benefits, including 12 weeks of fully paid parental leave and flexible working arrangements.

Requirements

• 1-2 years of experience in an Account Management or Customer Success role; with experience growing an existing book of business, especially in a SaaS environment
• Experience managing a high volume of accounts and engaging in 1:many campaigns
• Skilled in independently negotiating contract terms and addressing pricing objections to drive successful renewal, upsell, and cross-sell opportunities
• Highly proficient with CRM applications and Microsoft Office Suite (Teams, Excel, PowerPoint, Word, and Outlook)
• BA/BS Degree preferred
• Customer-Centric Mindset: Demonstrates a genuine passion for building strong customer relationships and delivering exceptional experiences
• Exceptional Communication Skills: Proficient in written, verbal, and presentation formats; able to convey ideas clearly, negotiate effectively, and influence stakeholders at all levels
• Solution-Oriented Approach: Skilled in discovery techniques to identify customer needs and deliver tailored Xplor solutions
• Conflict Resolution and Negotiation: Comfortable handling difficult conversations, negotiating terms, and achieving mutually beneficial outcomes with customers, including executives
• Adaptable and Quick Learner: Easily grasps new concepts and adjusts to changing priorities
• Proven Sales Expertise: Experienced in identifying, developing, and closing upsell and cross-sell opportunities, as well as leading commercial negotiations independently
• Strong Organizational Skills: Maintains exceptional attention to detail while effectively managing time, tasks, and priorities for self and team
• Motivated and Collaborative: Highly driven to achieve results independently and in team settings, with a proven ability to thrive under remote leadership
• Passion for Fitness and Innovation: Shares a commitment to Xplor’s vision and the mission of solving challenges for fitness-focused businesses

Responsibilities

• Manage a portfolio of SMB accounts, focusing on retention, churn prevention, and growth opportunities
• Execute the full sales cycle for renewals, upsells, and value-added services within your portfolio
• Execute scalable nurture campaigns to enhance product adoption and accelerate time to value
• Act as a product expert for Xplor MarianaTek, providing creative solutions, driving adoption, and managing change
• Address and document client challenges, resolve product issues, and escalate as needed to ensure satisfaction
• Monitor customer health, take immediate action to mitigate risks, and develop creative solutions for retention
• Collaborate across internal teams, including Support, Product, Finance, and Sales, to drive customer success
• Contribute to building best practice guides and process documentation to improve efficiency
• Stay informed on industry trends and client needs to deliver actionable feedback to product and tech teams
• Support additional business activities as needed

Benefits

• This position is eligible for a base salary of $70,000 - $85,000 USD
• This position is eligible for a discretionary bonus
• You can work fully remote in this position, provided you have eligible working rights, and you are in a time zone with enough overlap to collaborate with your team
• 12 weeks fully paid gender-neutral parental leave
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements