Customer Success Manager

Summary

Join Xplor's Fitness and Wellbeing vertical as a Customer Success Manager to build strong client relationships, drive product adoption, and achieve revenue targets. You will manage a portfolio of clients, ensuring their success with the Xplor Recreation platform. Responsibilities include managing contract renewals, providing technical and business solutions, resolving client issues, and collaborating with internal teams. The role requires 3+ years of experience in a similar role within a technology company and experience with SaaS/PaaS environments. The position offers a competitive salary, potential for quarterly bonuses, and a fully remote work option for eligible Canadian residents. Xplor values diversity and inclusion and offers various benefits, including 12 weeks of gender-neutral paid parental leave and flexible working arrangements.

Requirements

• Minimum 3+ years of experience in a Customer Success or Account Management role within a technology-based company
• This role requires MTN/PST business working hours
• Experience working within SaaS/PaaS environments
• Must be able to work within outlined policies, procedures, and timelines

Responsibilities

• Reporting and communicating overall health of accounts within client portfolio; Including escalating client health changes to necessary managers and peers
• Set up and manage re-occurring client touchpoint cadence to address client questions, concerns, share information and build relationships
• Manage contract renewals and/or amendments to contracts
• Become an expert on the Xplor Recreation platform providing technical and business solutions; assisting with product adoption, optimization and change management
• Ability to engage with clients who are having difficulties using or understanding the product and providing a resolution or gathering enough details to assist with escalation
• Work seamlessly with various teams across Xplor Recreation to ensure we’re delivering quality and thoughtful products and solutions to our clients
• Portfolio retention and churn prevention
• Ensure communications and relevant materials are provided professionally, consistently and in a timely manner
• Attend and coordinate client meetings, events, and conferences, as required
• Build client reference lists for future opportunities
• Provide recommendations and leverage product experience to provide top-quality solutions for clients
• Provide recommendations and cost quotes for added value services, customizations, or hardware, including ordering and coordinating the delivery of Professional Services, Training and hardware
• Provide client reporting on current state with Xplor Recreation
• Participate in brand and sales promotions
• Manage client communications, both internally and externally, using appropriate tools and platforms (e.g. email, phone, CRM)
• Provide appropriate internal reports and updates to Manager

Preferred Qualifications

• Preferred experience with Salesforce
• Knowledge and experience with Mobile Devices (Tablets, Android, and iOS), POS or pin pads is an advantage
• Experience with PowerPoint or Keynote to create presentations; Experience creating QBRs/EBRs
• Certifications in recreation or leisure studies are preferred
• Liaison: Professional attitude
• Technical aptitude and passion for innovation
• Self-Motivated; Desire to learn to build skills and expertise
• Exceptional oral and written communication skills
• Experience with event management and conferences
• The ability to work effectively under pressure in a fast-paced, changing environment
• Strong customer relations skills
• The ability to prioritize appropriately and multi-task effectively
• Strong problem-solving, analytical, follow-up skills and detail oriented
• Collaborative and team player mindset and approach to working

Benefits

• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• #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