Customer Success Manager - Strategic Accounts

Job Description

As a Strategic Accounts Customer Success Manager, you will manage a portfolio of our largest global clients, acting as a strategic advisor to drive product adoption and deliver measurable business outcomes. A strong understanding of the boutique fitness industry is essential.

Key Responsibilities:

• Develop and execute strategic customer success plans, establishing executive-level relationships and presenting performance insights through Executive Business Reviews (EBRs).
• Monitor customer satisfaction, analyze health metrics, and proactively mitigate churn risks while identifying opportunities for revenue expansion.
• Collaborate cross-functionally with internal teams to represent the voice of the customer, influence product roadmap, and drive continuous improvement.
• Support clients through change management and best practices implementation, maximizing platform value and ensuring successful onboarding to renewal processes.
• Stay current on boutique fitness industry trends and contribute to the scalability of the Customer Success function through documentation and process optimization.

Location: This is a 100% remote position available to candidates located in the U.S., excluding Hawaii and Alaska.

#LI-Remote

Qualifications

• 5+ years of experience in Customer Success or Account Management within a SaaS or technology company, preferably with enterprise clients.
• Direct experience or deep understanding of the fitness industry, with a strong preference for experience in boutique fitness operations or software.
• Proven track record of managing and growing large customer accounts, including executive engagement and renewal ownership.
• Strong ability to translate customer goals into actionable plans that deliver measurable value.
• Excellent communication, presentation, and interpersonal skills.
• Proficiency with CRM systems (Salesforce preferred) and the Microsoft Office Suite (Teams, Excel, PowerPoint, Word, Outlook).
• Global experience or ability to work effectively across different regions and time zones is a plus.

Additional Information

Values and Life at Xplor

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• Paid Parental Leave benefit programs
• #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

Ready to apply?

To start your application, please submit your resume, and we will be in touch as soon as we can. Please include the word "moonshot" at the top of your message to the Hiring Manager so that we know you took the time to read our job ad.

Before you apply

To be considered for employment, you must be legally authorized to work in the United States. This applies to remote roles too, as we can only employ people who reside within the US. Xplor does not sponsor visas, either at the time of hire or at any later time. We're also not able to offer contractor arrangements or Employer of Record engagements for this position at this stage.

Please apply through our careers portal or external job boards only. We're unable to upload emailed applications, as our process requires you to answer screening questions directly.

We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.

Interview Recording and Background Checks

As part of our hiring process, successful candidates will be asked to complete background and identity verification checks. Many of our roles are remote, and to protect both candidates and our business from recruitment fraud, we may record video interviews during the process. We keep any recordings and related data only for as long as the hiring process is active and do not retain them afterwards.

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system with artificial intelligence-enabled features to support our recruitment process, but our recruitment team makes all hiring decisions after human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.