The Manager, Customer Success will coach and develop Customer Success Managers (CSMs), support escalations, and partner cross-functionally to improve the customer experience and operational efficiency. This leader will play a key role in scaling the Customer Success function while ensuring customers realize ongoing value from the platform. We are looking for a customer-centric, collaborative leader who thrives in a fast-paced SaaS environment and is passionate about building high-performing teams and delivering positive customer outcomes. WHAT YOU'LL DO: - Lead, mentor, and develop a team of Customer Success Managers (CSMs) - Support customer retention, engagement, adoption, and customer health initiatives - Act as an escalation point for complex customer situations and help drive resolution - Partner cross-functionally with Product, Support, Sales, Enablement, and Operations teams - Monitor team and customer performance metrics to identify risks and improvement opportunities - Support process improvements and scalable customer success best practices - Drive accountability around customer experience, responsiveness, and service delivery - Develop strong knowledge across all platforms and broader ABC Fitness ecosystem - Occasional travel required for client engagement opportunities WHAT YOU'LL NEED: - 7+ years of experience in Customer Success, Account Management, or a related SaaS customer-facing role - 2+ years of people leadership or team management experience preferred - Strong communication, coaching, and relationship management skills - Experience managing customer escalations and competing priorities in a fast-paced environment - Strong organizational and problem-solving skills - Ability to collaborate cross-functionally and influence stakeholders - Data-driven mindset with the ability to interpret customer trends and performance metrics AND IT'S GREAT TO HAVE: - Experience within a Health & Fitness technology SaaS company or fitness industry environment - Experience supporting SMB or scaled customer success motions - Experience with retention, engagement, or adoption-focused KPIs - Familiarity with CRM or Customer Success platforms Please note that the salary information shown below is a general guideline only and based on employees in the United States and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for U.S. based candidates for this position is $90,000 - $100,000 USD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions. Please note that the salary information shown below is a general guideline only and based on employees in the U.S and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for U.S based candidates for this position isannually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions. WHAT'S IN IT FOR YOU: - Purpose led company with a Values focused culture - Best Life, One Team, Growth Mindset - Time Off - with our open PTO policy, we offer flexibility in how and when you take PTO! - Days of Disconnect - once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam - Parental & Pawternity Leave - we offer leave for when your family grows by two feet or four paws! - Best Life Perk - we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement - Medical/Dental/Vision coverage - EAP - we get you help when you need it. Period. - Premium Calm App - enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16 - And more! - so many benefits we couldn't even fit them all here! #LI-REMOTE