Customer Success Manager

Summary

Join Xplor's Fitness and Wellbeing vertical as a Customer Success Manager to contribute to the success of mid-market clients. You will manage a portfolio of accounts, focusing on retention, growth, and upselling opportunities. Responsibilities include executing the full sales cycle for renewals and value-added services, driving product adoption, and acting as a product expert. You will also address client challenges, collaborate with internal teams, and contribute to best practice documentation. The role requires 4-6 years of experience in account management or customer success, strong negotiation skills, and proficiency with CRM applications. The position offers a fully remote work option and a competitive salary.

Requirements

• 4-6 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 strategic and growing accounts
• 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)

Responsibilities

• Manage a portfolio of 25-40 mid-market 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 strategic 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

Preferred Qualifications

• Experience in boutique fitness preferred but not required
• Experience with using Mariana Tek and Xplor Growth a big plus
• BA/BS Degree preferred

Benefits

• 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