Manager Customer Success - CRM Consulting

Summary

Join Xplor's Fitness and Wellbeing Vertical as Manager, Customer Success - CRM consulting for Xplor Growth. Lead a team of Marketing Consultants and CRM Programmers, delivering exceptional consultative services to clients, driving product adoption, and enhancing their experience. Build a scalable consultative program, ensuring unparalleled value and customer satisfaction. The ideal candidate is passionate about customer experience, boutique fitness, and marketing automation, with strong analytical, communication, and relationship-building skills. This fully remote position offers a competitive salary and potential for a discretionary annual bonus. The role involves managing, scaling, and growing a team to achieve quarterly targets, fostering a collaborative culture, and driving business revenue.

Requirements

• At least 7+ years of experience in Customer Success, Strategic Marketing, or Account Management and 4+ years of people management experience
• Demonstrated excellence in analytical thinking, process development, problem solving, communication, delegation and planning
• Ability to work in a fast-paced, collaborative, self-motivated work environment
• Strong understanding of SaaS metrics, including ARR, churn, CSAT, NDR, and expansion numbers. Makes data driven decisions and insights to inform the business
• Exceptional communication and relationship-building skills, both externally and internally
• Bachelor’s degree in Marketing, Business, or a related field preferred
• Ability to analyze data and translate insights into actionable strategies

Responsibilities

• Manage, scale, and grow a team of Marketing Consultants to achieve quarterly targets (customer conversion and retention, product adoption, account health, CSAT, NPS)
• Foster a collaborative and high-performance team culture focused on continuous improvement and client success
• Further develop the existing Marketing Solutions program, driving business revenue and new customer acquisition
• Drive the voice of the customer within the organization, helping to shape product development and improvements based on customer and team feedback
• Partner with other Managers of Customer Success and CSMs in Xplor Growth related escalations, reducing churn and improving customer sentiment
• Manage competing priorities in an ever-changing environment, displaying expert prioritization

Preferred Qualifications

Experience in the fitness and wellness industry strongly preferred

Benefits

• The average base salary pay range for this position is $100,000 to $120,000
• May be considered for a discretionary annual bonus
• Location: You can work fully remote in this position, provided you have eligible working rights in the United States, and you are in a time zone with enough overlap to collaborate with your team
• 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