Customer Success Manager

Summary

Join Xplor's Fitness and Wellbeing vertical as a Customer Success Manager, dedicated to SMB businesses. You will provide support throughout the client lifecycle, including onboarding, training, renewal, upsell, and adoption. This role is crucial for ensuring best-in-class client experiences and business development opportunities. You will build strong relationships, act as a trusted advisor, and drive product adoption to meet revenue targets. Responsibilities include managing a portfolio of SMB accounts, executing the sales cycle for renewals and upsells, and collaborating with internal teams. You will also contribute to best practice guides and stay informed on industry trends.

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)
• Experience in the fitness industry, preferably boutique fitness

Responsibilities

• Manage a portfolio of SMB accounts for our 1-3 location clients, 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

Preferred Qualifications

• Experience 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